Customer service has become one of the key differentiators for any organisation trying to remain relevant.
The past two years have seen people become more informed about products and services while expecting a degree of self-service to manage their immediate needs and wanting more personalised solutions.
Many organisations have turned to automation to improve internal processes and better analyse the data they have at their disposal. This has resulted in a shift in how field service management is done.
The global field service management market is expected to reach $8 billion by 2028, signifying a compound annual growth of almost 13% during the 2022 to 2028 period. The moment of service that sees businesses engage customers and employees while optimising assets will be the defining battleground to create value.
This is where cloud-based solutions such as IFS Cloud become vital. Organisations need a single platform that connects all its products while managing the field service aspects to enhance the customer experience.
Going interactive
The value of a field service technician to deliver the moment of service that creates differentiation cannot be overstated.
They work in challenging conditions and are reliant on technology to interact with customers, gain assistance while in the field, and improve first-time fixes to deliver the service differentiation essential in a competitive environment.
Additionally, going the cloud route provides field service technicians with an added level of flexibility. They not only have up-to-date information about the customer, past repairs, the outcome of previous calls, and other activities, but they can also access knowledge bases for guides and manuals.
If necessary, technicians can even raise a new ticket while in the field. For example, a technician discovers an additional repair unrelated to the original order. If they have the time, the necessary parts, and approval to proceed, the technician can not only create a new ticket but assign it to themselves to be actioned immediately.
Many companies have turned to remote collaboration and assistance technology as a core part of operations. Augmented reality, enterprise management platforms, and routing and scheduling software can provide organisations with the tools essential to improve field service.
And by using mobile apps and online dashboards, customers can manage field service requests from their side. This empowers them with the knowledge they need to be appraised of the entire field service value chain – from when a technician is dispatched to what the problem is and the length of time it will take to remedy.
Rethinking utilities
Utilities are one of the sectors where improved field service is most needed. The continued load shedding combined with the ongoing threat of water shortages makes this a powder keg just waiting to be set off by a complete collapse in infrastructure.
Even though this might sound like fear, uncertainty, and doubt, the reality is that ageing equipment, a limited operating budget, and the majority of time and money spent on maintenance combine to turn the focus away from the moment of service.
Simply put, a utility cannot always prioritise the customer experience. But as more corporate and consumer users turn to a sustainable energy model, utilities need to rethink their approach, business model, and what they will do to create a more positive customer experience.
Field service done differently
Just as with technology implementation, there are many ways to approach the moment of service experience. After all, in service, there is no rule book for success.
Certainly, best practices and lessons learned must apply. But organisations have a clean slate to work from when it comes to the practical steps necessary to transform service.
Companies can inject advanced field service management capabilities into their existing environments using a solution like IFS Cloud. The overriding theme when it comes to these modern solutions is being able to quickly scope and schedule service requests.
Technicians in the field will be able to better manage their work at that moment, throughout the day, and as part of a greater team of technicians. As part of this, integrating data from various input channels has become vital for companies. Ultimately, the field service technicians must easily access detailed information that guides callouts, problem fixes, and customer requirements.
Delivering service to this new breed of customer will become a priority. More competition will enter the South African market. These providers will cover all aspects of the utility value chain. Service differentiation will therefore become one of the business enablers of the future.
Making things easy
In today’s world, companies must transition to convenient, simple to use, enjoyable, intuitive, digital-first experiences driven by an improved understanding of the customer. Only through this can the business find a way to deliver the moment of service expected from customers who are becoming more expectant of their service providers.
Technology that can assist through every step of the customer journey is critical. This enables the company to ask the right questions to the right audience at the right time. This will provide them with the data and insights essential to drive change and improve efficiencies to deliver a moment of service suited to today’s connected world.
