Field service has permanently changed — perhaps also even more dynamically than any other business function.
The pandemic has reinforced the importance of customer service by understanding customers across every service and digital touchpoint to maximize loyalty and consumer value.
Field service was already about to undergo significant change. Signaling that a massive shift was coming, such as the proliferation of connected assets and equipment, along with the seasoned field engineers getting replaced by the younger professionally nomadic, tech-enabled employees.
Therefore during this year’s Field Service US we will discuss:
- An evolving workforce in the hybrid, digitally connected world: How to capture knowledge and integrate it into the digital tools new or contract field service engineers rely on to be successful? Giving your new team members on-demand the ability to contribute, while offering senior engineers the ability to shift into less demanding remote support roles.
- Meeting your customer’s expectations: Customers across the board are becoming accustomed to new models for service delivery. Solutions have been enhanced to ensure service visits meet both safety standards and customer preferences, while seamlessly blending virtual and physical experiences. As customers’ buying preferences shift toward outcomes over products, service is becoming a critical piece in the revenue model for businesses and is now looking into monetizing service events.
- The integration of assets and equipment: The rapid increase of connected equipment and assets can mitigate the need for in-person repair or maintenance. IoT monitoring enables remote diagnostics and self-healing routines, creating a better scenario and eases the handling for the engineer when arriving onsite.
This and much more on how the hybrid field service organization will balance the onsite and offsite interaction to improve customer satisfaction whilst securing uptime will be covered in this seminar.