Consumer buying behaviour and their service expectations were forever changed by 'global players' such as Amazon and Deliveroo. These expectations are not only reflected in the private consumer market; they're now increasingly evident between B2B players. The solutions, services and products of companies should be available always, appointments should be made according to desired dates, and a constantly excellent customer experience rating should be visible and maintained.
But how do we manage to keep up with these growing B2B and B2C customer expectations and always optimally execute field service?
If customer experience and satisfaction are to be improved, an outstanding field force is crucial. They are the direct contact with the consumer and often the only human interaction between company and customer. In other words, a key factor for successful customer service and a decisive competitive feature.
This year—which is characterised by topics such as digitalisation, automation and machine learning—has proven that despite advances in the area of field service management, processes often remain manual. Works orders are received, planned, and scheduled manually. This leads to costly repeated and unoptimised appointments, non-transparent processes, and frustrated customers and employees.
However, thanks to the digitalisation and automation mentioned above, we already have all the means at our disposal to keep pace with these growing customer expectations and to deploy intelligent field service management.
Read our e-book: "Field Service Control for an Excellent Customer Experience" to find out how you can bring your field force into the modern age to ensure a perfect customer experience.
Receive the e-book direct as a PDF in your inbox – Download now for free:
Learn more about the topics:
Challenges of field service management
Best practices to optimise your field service and customer experience
The right software to achieve your goals: FLS VISITOUR
Profit from our experience as experts in the field of appointment and route & tour planning software—for your field service and head office planners.