In the era of the connected customer, delivering a superior, end-to-end customer experience has never been more important. Customers are expecting personalized, connected service everywhere, and service expectations have long evolved from the call center. With changing customer expectations, today’s businesses are not equipped to deliver what customers expect, particularly when it comes to on-site or field service management. As a result, the customer experience gap is widening. As technology transforms how companies interact with their customers, field service in particular faces exclusive challenges in evolving its model to meet the needs and expectations of the modern customer.
Field service management helps organizations manage work tasks of any kind that need to be performed on location. Field service is a collaboration between numerous parties, including:
- The customer who makes the service request or product that requires support
- The agent who receives the service request and creates a work order
- The dispatcher who ensures that the right work is assigned to the right mobile employee based on schedules, expertise, and location
- The mobile employee who receives the work order and makes the on-site visit to complete the job.
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