A mobile field service management solution has helped Proguard Protection Services increase billable hours and improve its profit margins.
Maser Consulting has gained visibility and flexibility thanks to a new field scheduling solution.
EDGE Building Services gains valuable performance data through fleet visibility with GPS-based fleet tracking.
Self-service is defined as the use of technology tools that empower customers to address their own needs and help themselves without interacting with a live agent. These tools are two-way communication-focused, enabling such things as website interactions with FAQs and knowledge bases, chats with chatbots and/or live agents, verbal exchanges with IVR systems or virtual assistants, text and in-app messaging services, customer-facing web portals, and social media content and communities.
Building a strategic plan for services management is like putting together a jigsaw puzzle: First you need all the pieces, and then you have to fit them all together. However, there are several key questions that must be addressed before embarking on the services planning journey.
Service Strategies' benchmark study reveals executives' current service business practices and future outlooks as they relate to artificial intelligence.
As manufacturers recognize that happier customers equal higher profits, customer experience is becoming a critical competitive differentiator.
How teamwork, continuous learning, a readiness for change, and investing in training and cross-functional relationships will serve you well when managing in the service industry.
Field service software implementations are increasingly focused on the customer as the industry shifts to a more proactive service model.
A total and ongoing commitment to your plan and process is essential to moving the needle on meaningful improvement.
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