Field service management (FSM) and customer relationship management (CRM) are best-of-breed solutions that are essential to the work of field technicians. Both tools manage different aspects of client needs, but if they’re not working together, businesses will miss out on new opportunities and more productive work processes. So how do you synch the two? Andrew Lichey, product manager at IFS, outlines how efficiently combining FSM with CRM can help increase revenue and keep customers happy.
The Fourth Industrial Revolution is accelerating a service transformation, and customer service is at the forefront of change. Salesforce Research surveyed over 3,500 customer service agents and decision makers worldwide to determine service organizations’ biggest challenges and priorities, the changing role of customer service agents, the impact of artificial intelligence (AI) on the future of customer service, and how mobile workers fit into modern customer service.
Field service management (FSM) means time saved and money gained. Whether it be best-in-breed, integrated, or end-to-end, utilization of the oversight and functionality of an FSM solution provides direct benefits for the firm. These start with time-saving, due to decrease in time spent on paperwork and billing cycle length, and trickle down to added revenue and increased favorability in the eyes of your customers.
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