360 PERSPECTIVES

How to Connect Silos
and Put Customers First

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

Digital transformation for field service

Jan 07, 2020 By Gary Brandeleer

Why Field Service Must Invest in Digital Transformation

We’re at a defining moment for field service management — invest in digital transformation or risk getting left behind. Sketching calendars on whiteboards, managing schedules on spreadsheets, and sending mobile workers into the field with clipboards and mounds of paper forms means we’re not giving... Read More

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

Dec 19, 2019 By Jennifer Hersom

How Bitty & Beau’s Coffee Built an Inclusive Business

As companies seek to place customers at the center of their business, they’re also learning what it means to become a more inclusive business. Our world is diverse, but too often we limit ourselves and others with unintended bias. In 2014’s “The Inclusion Imperative,” author Stephen Frost wrote,... Read More

Customer Service, Service Cloud, Equality, Customer Experience, Business as a Platform for Change

Dec 13, 2019 By Gary Brandeleer

Mobile Workers Represent Your Brand: Here’s How to Empower Them

In the world of field service management, face-to-face service is mission-critical. In fact, it’s a leading competitive differentiator. When customers require in-person service for routine machine maintenance or to fix equipment, mobile workers bridge the divide between your company and your... Read More

Customer Service, Service Cloud, Mobile, Customer Experience