By Gary Brandeleer, Salesforce
We’re at a defining moment for field service management — invest in digital transformation or risk getting left behind.
Sketching calendars on whiteboards, managing schedules on spreadsheets, and sending mobile workers into the field with clipboards and mounds of paper forms means we’re not giving customers the same level of convenience, personalization, and connectivity in field service they receive in their daily lives. Eighty-four percent of customers say the experience a company provides is as important as its products and services, and that shift is reflective of business consumers as well. If you’re a business consumer, you still request pick-up via a ride-sharing app, get assigned a driver instantly, see where they are on a map, receive notifications, and leave real-time feedback. The same should be true for your field service appointment.
The business world needs to catch up to what we’re experiencing as consumers. The future of field service needs to be digitally connected from your business to your customer, but transformation can’t happen overnight. So, how do you take the steps now to future-proof field service management?