{"id":1033,"date":"2021-12-14T19:44:00","date_gmt":"2023-06-06T19:44:19","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=1033"},"modified":"2023-06-15T10:12:25","modified_gmt":"2023-06-15T10:12:25","slug":"attract-grow-talented-field-service-team","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/ap\/blog\/attract-grow-talented-field-service-team\/","title":{"rendered":"How To Attract and Grow a Talented Field Service Team"},"content":{"rendered":"\n

Field service teams have helped customers navigate changing circumstances throughout the pandemic. They provided vital support and stability when customers needed it the most, and became the trusted face of brands.<\/p>\n\n\n\n

A motivated and skilled field service team helps your business drive revenue and improve customer retention. However, talent attraction can be a challenge. That\u2019s because the older generation of workers are retiring, so field service leaders have to think about how to attract younger workers. <\/p>\n\n\n\n

Here\u2019s what organisations can do to attract and grow field service talent:<\/p>\n\n\n\n

1. Reposition the field service team as a strategic asset<\/h2>\n\n\n\n

Service teams are no longer regarded as cost centres. According to 80% of decision makers, field service is key to their overall strategy<\/a>. Seventy-five percent of decision makers say field service is driving significant revenue<\/a>.<\/p>\n\n\n\n

How so?<\/p>\n\n\n\n

Service teams interact with customers and keep them happy. By providing excellent service, they can reduce churn. They can also help to upsell equipment. Salesforce research finds that  91% percent of customers are more likely to make another purchase after a great service experience<\/a>.<\/p>\n\n\n\n

Think of upselling as an extension of an outstanding customer experience \u2014 not just pushing more products in order to meet sales targets. Upselling develops from the trust your customers have in the organisation<\/a>. Service agents have an important role in nurturing that trust. They can create starting points for sales and marketing to introduce new campaigns to receptive customers.<\/p>\n\n\n\n

2. Empower your team with field service management technology<\/h2>\n\n\n\n

Field service workers expect to have the technology needed to get their jobs done well<\/a>. Your best talent would be unlikely to stay if they have to make do with inferior or outdated tools.<\/p>\n\n\n\n

One type of technology that would help field service workers immensely is a connected field service management solution. It gives agents, dispatchers, and mobile workers updated information. This includes customer data, job details, asset history, and warranties. Having full customer context is crucial. Without it, 79% of field service professionals say they can\u2019t provide a great customer experience<\/a>. <\/p>\n\n\n\n

With full customer context, field service teams can achieve a high First Time Fix Rate with:<\/p>\n\n\n\n