The COVID-19 pandemic forced businesses to completely rethink their field service strategies. The need for social distancing meant no to very few agents in offices, and limited field visits to keep employees and customers safe. To ensure business continuity through all this, field service teams have quickly adopted technology that enables them to continue delivering quality services despite challenges.
So, virtual assistance and self-service portals were embraced to limit human contact. As even dispatchers and supervisors couldn’t work from offices anymore, they had to be enabled with mobile tools to ensure smooth operations. Field agents were equipped with the necessary information and tools to avoid repeat visits. And to reduce health risks during in-person interactions, strict COVID-appropriate measures were adopted.
A PWC report states that customer-centricity and customer experience will soon become the key brand differentiators in field service. This means that organisations in the space should be focusing on building a system that adapts to evolving customer demands even post the pandemic.
Field service organisations that quickly pivoted on technology during the pandemic could ensure service continuity. As the trend continues, it has now become imperative to build a field service team that can navigate change with agility.
Start by replacing legacy systems with modern solutions that leverage technologies like AI, ML, IoT, and cloud computing to:
To ace Field Service 3.0 and improve customer delight, field service teams need an intelligent solution that provides a 360-degree view of each customer, visibility into agent schedules, knowledge resources, and tools that can enable them to:
Build a truly connected field service team on a single platform that connects all stakeholders and functions and allows you to:
1. Enable dispatchers and managers to manage operations more efficiently
2. Help field agents to drive personalised experiences and revenue generation
3. Empower customers with self-service and complete visibility
The application of technology in field service is only going to see an upward trend from here on. More businesses are realising the benefits of technologies like AI in improving productivity or IoT in enabling accurate, up-to-date data share.
As internet penetration increases, leveraging modern technologies will enable Indian businesses to extend their services to even the remotest areas. So, greater digital adoption now will allow them to ensure higher customer satisfaction by: