Introduction
Research shows that customers are more likely to remember moments of disruption than moments of delight. Not only that. They are quick to cut companies loose for poor service. As modern businesses continue to experience heightened uncertainty, how can you ensure your organization is equipped to deliver in the moments that matter and build loyalty?
One way to do so is by empowering your field service staff to perform tasks with greater efficiency and accuracy. But this is easier said than done.
Workers and experts trained in frontline processes often move on or retire. And since field service roles are not typically coveted by younger talent, hiring and upskilling becomes a challenge. This results in a domino effect: costs associated with travel and training become overwhelming as organizations try to meet their service commitments with a smaller, less experienced team. It becomes difficult to maintain high quality operations which leads to a drop in customer satisfaction and declining revenues.
The global health crisis has brought to light the advantages of remote, digitally-enabled service delivery. Field services are no exception. By enhancing collaboration between remote experts and field technicians, regardless of their location, digitally-enabled field services drive faster response times and lower travel costs. At the same time, they offer businesses the ability to tap into experienced talent who prefer to be self-employed or live farther away from bigger towns and cities.
Digitalized environments, skills shortages, and the need for remote enablement are driving innovation in field service delivery
