Article | May 4, 2022

5 Steps To Shift From Reactive To Proactive Field Service

Source: ServiceNow
Five 5

Proactive field service is about being one step ahead of your customers. It requires systems that meet customer needs while minimizing their efforts.

When thinking about moving from a reactive field service model to a proactive one, most people jump to the Internet of Things (IoT), servitization, and outcome-based services. But it’s important to first create an operationally efficient foundation that benefits both customers and employees. These five steps can help.

1. Listen to your customers

Think outward first when moving to more proactive service. Start by asking for customer feedback.

  • What do customers need?

  • What information do customers want, and how is it best delivered to them?

  • When do they prefer to troubleshoot on their own, and when do they prefer to speak with a technical support engineer?

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