The Field Service Paradox

By Israel Beniaminy, Senior VP At ClickSoftware

Hello. Thanks for calling customer support, Ms. Davies.”

“My printer isn’t printing.”

“Is this the G73 printer you bought in February?”

“Yes.”

“I see it’s under warranty. Since you’re under business coverage with our company, we’ll have someone there within the next 4 hours. Also, I see that the last time you bought toner cartridges was in April. Would you like to buy more?”

This is an example of the service level we’ve come to expect from a well-run call center, though we don’t always get it. We’ve seen improvements in personalization, multiple inbound and outbound channels, automated phone systems that understand your voice, and continuity of interaction across processes (such as purchasing, subscribing, installing, billing, and supporting) and across products and services. These things not only give customers better service, they also reduce costs for service organizations while creating opportunities for higher revenues (additional sales, offers, and costs customized for customer type, etc.).

Used with permission from Integrated Solutions magazine.