By now, everyone has seen the video making the rounds of the FedEx delivery person throwing a computer over a fence. This video has sparked a lot of discussion with TSIA members on the role of field service in improving the customer experience. Unlike support techs who work with customers over the phone or via email, field service has an amazing opportunity to dazzle customers since they are face-to-face with the customer in their home or office for a repair or installation.
What can we do to improve the field service experience, make field service techs more professional, and hopefully leave every customer dazzled? Mobility is driving a new breed of field service automation, with huge impacts to customer satisfaction, loyalty and repurchase rates.
Tune in this Thursday at 10am PT for a new webcast on one of the hottest topics today: service mobility. The webcast, “The 5 Drivers of Field Service Mobility” is sponsored by ServiceMax (who, by the way, has the coolest iPad field service application you’ve ever seen–here’s a link to an online demo).
In this short 30 minute mini-cast, I will talk about the five key drivers enabling the mass adoption of mobile tools for field service:
• Device cost and availability.
• User adoption and ease of use.
• Improved operational metrics and revenue generation.
• Architecting the customer experience.
• Increased employee collaboration.
I will provide details, supporting data, and examples for each. I’ll also give a sneak preview of some data from my 2012 Services Technology Survey to illustrate how adoption of mobile tools is climbing, and talk about where the ROI comes from these strategic projects.
I have also been working with ServiceMax on a joint research paper on this topic, which will be released in the next few weeks (target date April 1). Even if you aren’t available to attend this Thursday’s webcast, go ahead and register. We will send you a link to download all the slides from the webcast, and to watch an OnDemand version of the webcast when you have time. And, as a registered participant, you will automatically receive a copy of the joint research paper when it is published in April. What a win-win!
Thanks for reading, and hope to see you online Thursday morning!