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5 Things the Best Field Service Organizations Do

Guest Author

“Service can be as creative and innovative as engineering.”

That’s what Aly Pinder, Senior Research Analyst at Aberdeen Group,
believes. In fact, Pinder says that as product offerings across all industries
become more commoditized, service is quickly becoming one of the best ways
firms can effectively compete.

Service these days is a broad term that encompasses
everything from web and video chat to customer service delivered via our
favorite social channels. One critical type of customer service in this
competitive landscape is field service – when a mobile employee arrives at a
customer’s home or business to deliver a product or service. Having a
cutting-edge field service management strategy can be the difference between
offering free, same-day delivery and a customer waiting for weeks for their new
purchase.

Yet, Pinder’s global research reveals that many organizations struggle to deliver this
level of exceptional service, with only a small few that achieve excellence.

This group is considered elite because they take strategic actions driving field service excellence. Today’s best-in-class field service
organizations are:

  • Investing in
    mobile tools to provide technicians with better access to information in
    the field
  • Actively
    improving how they forecast and plan for future field service demand
  • Increasing the
    availability of service knowledge in order to diagnose and resolve service
    issues more quickly
  • Developing standardized
    scheduling processes
  • Increasing the
    frequency of training for field technicians

There’s a clear opportunity for any firm with a field
service organization to excel through service if they can adopt these key
tenets of modern field service management.

Interested in learning more about how to apply these
strategies to become a best-in-class field service organization? Check out this
replay
of a recent webcast hosted by Aly Pinder and Oracle Service Cloud’s
Jeffrey Wartgow – “Modern Field Service Adds Value for Customers” – to learn
more about:

  • Top challenges facing
    field service leaders today – the roadblocks that stand in the way of
    field service excellence and how to overcome them
  • Goals driving field
    service transformations
  • Industry shifts keeping
    field service leaders up at night
  • Characteristics that
    define field service excellence
  • The profile of the future
    field worker – and how field service technology is evolving to support this
    modern mobile employee

Watch the replay of the entire webcast here.

For additional insights from Aly Pinder about the growing
role field service employees have in growing brands through exceptional service
delivery, read his recent blog post.

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