By Leigh-Anne Nugent, Salesforce
A remote service model, effectively implemented, enhances your ability to reduce customer and employee costs, provide speedier service, and deliver a consistent experience
The COVID-19 pandemic has incentivized field service organizations to embrace strategies that limit physical contact and reprioritize safety for field service employees and customers. Remote service offers the ideal vehicle to adapt not only to new government mandates, travel restrictions, industry regulations, and added safety requirements, but to thrive under a new business model.
Businesses can seize this opportunity to enhance the quality of their support and offer safe, customer-friendly options with a visual remote service model. This enables them to streamline logistics and deliver faster service at reduced cost for both the customer and the business.
Remote service has been an option for field service organizations for some time. The pandemic, coupled with the realization the associated technology is neither as complex nor as cumbersome to implement as they may have thought, simply accelerated organizations’ adoption of this model. The biggest challenge for organizations has been redefining their operational processes.