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