Harnessing customer and equipment data is important to deliver world-class service. And it becomes clear when looking at the evolution of digitization, from experiential analysis to intelligent automated analysis, that the industry overall still lacks a cohesive data infrastructure that provides a 360° view of everything around a given account.

Author Radiana Pit | Copperberg

Photo: Freepik

In this session from Field Service Forum UK, Mark Wilding—Vice President, Global Customer Transformation at ServiceMax—shared insights into the best practices and key tools available in the technology landscape that can help service organizations build and implement a roadmap toward excellence and growth. 

Creating a practical and realistic vision

According to Mark Wilding, one of the key steps on the journey toward excellence is defining what world-class service means to your organization. By asking different departments and customers, one can determine both common trends and specific expectations for service delivery.

The next step is to draw from available data and market research to envision the future of the organization and desired outcomes, identifying in the process the investments and resources needed to achieve those objectives. This process is also one of alignment not only across the organization but also with customers and their key performance indicators (KPIs).

Service organizations must remember that customer expectations are constantly shifting further away, so being one step ahead is essential in keeping the value proposition relevant in an otherwise price-constrained and price-constrictive market.

Following a cohesive roadmap

Once the vision is established, different options to get from point A to B will emerge, giving service organizations the ability to choose between environmentally friendly or fast routes to get to where they want to go.

For a successful journey, service organizations should understand that business transformation comes at different speeds. From adoption to innovation, they should determine which tools are available to them that will allow them to celebrate success along the way. Mobile applications, agile workflow management, intelligent scheduling, AR and visualization tools, and advanced business intelligence analytics are just some of the available instruments for success.

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