Every customer has felt the pain of scheduling a field service appointment: you’re put on hold, slotted into next week’s schedule, and told someone will come between 8 a.m. and 6 p.m. In short, you’re subject to the inefficiencies of a reactive model in field service management.
Why can’t customers have a same-day asset installation experience like they do when they place an urgent order on Amazon or book an appointment seamlessly like a ride via Uber? When 84% of customers say the experience a company provides is as important as its products and services, field service teams must be proactive and put the customer in the driver’s seat with connected, consumer-like experiences.
In this article, you’ll learn how to establish a proactive model for customer engagement with a four-part roadmap for success:
Empower customers with self-service
Keep customers in the loop on service status
Deliver a seamless post-visit experience
Engage customers beyond when there’s an issue
Let’s buckle up and get started.