Why Field Service Organizations Need To Prioritize The Employee Experience

By Bulent Cinarkaya, General Manager of Field Service Management at ServiceNow

From COVID to hybrid work, the field service industry has undergone many changes and new challenges over the last two years. This, coupled with an aging workforce, is creating an employee experience imperative for field service leaders. As workers retire and companies look to hire and train the next generation of talent, prioritizing employee retention and training is becoming a critical objective for many organizations.

While many industries are struggling to fill vacant positions, high turnover in customer facing roles can be especially difficult. Field service employees are quite literally the face of the company when they go out and interact with customers, so any drop in service quality due to employee churn has a direct impact on the customer experience.

The employee experience and the customer experience are increasingly intertwined. Smart service leaders understand that to build a great customer experience, you first have to prioritize the employee experience by finding better ways to recruit, onboard, train and retain staff.