Today, most companies with teams of mobile field technicians are running some type of field service management (FSM) software. If the software plays its proper role in achieving business goals, your organization should be experiencing improvements in revenue generation, customer satisfaction, good first-time fix rates and high rates of technician utilization. If you are not
With a multitude of customer engagement channels today, it is difficult for companies to know where to focus their efforts. Contact centers are trying, but failing, to modernize and deliver on the evolving expectations of today’s customers. This paper looks at the barriers which prevent companies delivering omni-channel service and then goes on to look
Artificial Intelligence (AI) will impact every industry and every business discipline—including field service management. But how quickly will practical solutions be available that enable the typical medium to large field service organization to take advantage of AI? And by practical solutions, I mean AI that delivers knowledge efficiently, processes solutions to complex data sets, and
This white paper will explore the transitioning role of the customer within field service and how the proliferation of mobile devices has created demand for self-service in both B2B and B2C. We will showcase a range of different self-service options available and suggest how best to implement these technologies to ensure you are achieving true
Visit any typical contact center in 2018 and one thing is constant: the sheer number of people involved. Visit any modern warehouse and by contrast automation dominates the working environment. Will contact centers follow suit? Some have argued that as AI becomes progressively embedded into organizational life we will see a rapid decline of the
How can service management software for field service and for depot repair be leveraged to drive up customer satisfaction levels, increase sales of service offerings and thereby drive revenue and margin? That is what we will discuss in this whitepaper, with a special emphasis on some of the new and emerging technologies that best-in-class companies
It is no longer sufficient to supply a quality product, as customers now need partners that can help them to operate more effectively and efficiently too. Customers are looking for more value added long-term contracts, which not only include parts and service but also guarantee an outcome – i.e. 95% elevator availability, 200 MRI scans