360 PERSPECTIVES

How to Connect Silos
and Put Customers First

Mar 27, 2020 By Mark Abramowitz

What You Can Do In One Hour to Enhance Your Self-Service

Customers are visiting FAQ pages more frequently, signing into customer portals regularly, and reaching out across all channels for help in navigating the uncertainty during the coronavirus pandemic. As your team works day in and day out to make your customers feel supported and cared for, your... Read More

Digital Transformation, Customer Service, Service Cloud, Leading Through Change, Service

Mar 01, 2020 By Gary Brandeleer

Hiring Today’s Field Service Workers: What You Need to Ask

Today’s mobile workforce looks nothing like it did a decade ago. Legacy field workers are cycling out — with as many as two million technical jobs expected to go unfilled by 2025 because of the skill gap — and a new generation of digital natives are cycling in. With that comes a new hiring rule... Read More

Future of Work, Customer Service, Service Cloud, Service

Feb 17, 2020 By Gary Brandeleer

What to Look for in a Field Service Management Solution — and Why

You’re considering an upgrade from a paper-based system or a home-grown system featuring a collection of disjointed apps to a connected field service management solution. But what, exactly, will that solution look like? It shouldn’t be just another version of what you’re already doing on another... Read More

Customer Service, Service Cloud

Feb 04, 2020 By Gary Brandeleer

The 8 Metrics That Matter in Field Service – and How to Improve Them

If your company recently invested in field service technology, you’re already on the right path to future-proofing your field service operation. The next step is to connect your field service management solution to your customer relationship management (CRM) platform to get a complete view of your... Read More

Digital Transformation, Customer Service, Service Cloud

Jan 29, 2020 By Yaron Dror

The Key to Maximizing ROI in Field Service: Optimal Workforce Field Scheduling and Dispatch

As in-person field service increasingly becomes a competitive differentiator, every moment and every interaction represents an investment in your customers and – in many cases – their assets. Operational labor to schedule, dispatch, and manage the work and mobile workforce add to that investment.... Read More

Digital Transformation, Customer Service, Service Cloud, Customer Experience, Mobile, Service

Jan 23, 2020 By Yaron Dror

What Is Dispatch Management?

Dispatchers sit at the intersection of customer experience and field service management, making it one of the most demanding jobs in field service. Dispatch management combines customer and equipment needs with the appropriate field service workers to meet customer expectations. These include a... Read More

Customer Service, Customer Experience, Service, Service Cloud

Jan 21, 2020 By Gary Brandeleer

4 Ways to Drive Customer Engagement With Connected Field Service

Every customer has felt the pain of scheduling a field service appointment: you’re put on hold, slotted into next week’s schedule, and told someone will come between 8 a.m. and 6 p.m. In short, you’re subject to the inefficiencies of a reactive model in field service management. Why can’t customers... Read More

Customer Service, Customer Experience, Digital Transformation, Service, Service Cloud

Jan 18, 2020 By Gary Brandeleer

How to Improve Field Service Scheduling and Planning

For decades, whiteboards were one of the most useful tools in field service scheduling and planning. Dispatchers manually mapped schedules based on input from staffing managers and identified an available field worker with little-to-no-visibility into the full mobile workforce. Unfortunately, this... Read More

Customer Service, Service Cloud, Customer Experience, Mobile, Omni-channel

Jan 13, 2020 By Cesar Castro

How to Make Employees Your Customer Community Superpower

As customer communities continue to evolve, companies are embracing the benefits they can bring beyond peer-to-peer support forums, such as product ideas and brand advocacy. When establishing a community as part of your digital customer service, it’s a given that you’ll hire staff dedicated to the... Read More

Customer Service, Community Cloud, Service Cloud, Service, Customer Experience