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FIELD SERVICES 2.0: SECOND-WAVE TECHNOLOGIES CONNECTING CUSTOMERS WITH AGENTS

Daniel Cran, Managing Director APAC

As the pace of technology advances increases, many field services organisations struggle to keep up. The answer may lie in resources you already have.

T

here is no denying that con-

consumers have stopped doing business

Businesses must now be armed with a clear

nected technology is powering

with a company following a bad customer

vision for what their support strategies will

innovation and business trans-

experience. If you think your customers

look like. What happens when a customer

formation, making organisa-

are here to stay, and that support is a

asks questions about product set-up or

tions rethink the way they do

burden to be addressed later, think again.

requests support for when a device breaks

business. BI Intelligence[1] re-

It is easier than ever for users to switch

or needs to be serviced? People want new

ports that by 2020 we will have over 34

products and one of the top drivers for

devices and products, but don’t always

billion connected “things” in the world.

this is poor customer experience.

know how to use them, how they interact or how to fix them when they break. This

That’s almost the number of smartphones,

16

smart TVs, tablets, wearable computers and

With the “always on, always connected”

need for connected device support has

PCs combined.

nature of technology and business, it

resulted in the emergence of a second

should come as no surprise that today’s

wave of technologies that are driving field

But with increased connectivity come

customers have high expectations around

services and enabling new support tools.

all new complexities — especially in the

speed and quality of service. They require

realm of support and customer satisfaction.

an immediate response and quick remedia-

So what are the technologies that are

LogMeIn along with research firm Vanson

tion of any customer service issue. More

boosting field services, and how can

Bourne recently released its Effective Mo-

than ever, these customers are making

technology be the enabler to help you

bile Engagement Report 2016 that found

buying decisions based on customer

improve customer service and problem

91% of Australia and New Zealand (ANZ)

service experiences.

resolution in the field?

FSB AUGUST 2016

www.FieldServiceBusiness.com.au

Profile for Westwick-Farrow Media

Field Service Business Aug 2016  

Field Service Business (FSB) offers essential information to service focussed companies throughout Australia that are dedicated to managing,...

Field Service Business Aug 2016  

Field Service Business (FSB) offers essential information to service focussed companies throughout Australia that are dedicated to managing,...