By Field Service Matters
October 26, 2016Follow
We’re living in a world driven by futuristic devices and instant customer service expectations. Just look at the swift rise of Uber, Amazon Prime Now, or Facebook’s Oculus Rift. Customers have more to expect from companies. One thing is certain; field service will look much different in a few short years.
Facing all this new technology can seem daunting to field service professionals. But hey, we’re a tough lot. We can handle just about anything, right?
You might be trying to convince your boss to adopt new technology. Or maybe you’re just keeping up with all the trends this year. Either way, 2017 is shaping up to be a big year in field service management. Here are 17 stats and trends to fuel an unbeatable 2017 field service strategy.
Increased competition and technology expectations from customers have squeezed revenues of field service providers. The field service winners in 2017 will deliver faster resolution times. They will also deliver the right customer experience and have smarter uses for technology.
Personalization is increasingly important in our economy. Field service providers must know their customers well and provide a just-right experience. These providers will see their revenue bounce back in 2017.
In a world with more and more choices, the true field service differentiator is service. This means customer-centric field service organizations will pull even further ahead in 2017.
It will be more important to offer the best possible service and the most up-to-date products for field service success. With access to more information online than ever before, should customers expect any less?
We’re facing more information than ever in field service management. The smartest field service pros will get visual with route planning, dispatch management, and more.
According to Accenture, we’re living in an era where customer loyalty is at an all-time low. Most customers will leave after a single bad experience. It’s crucial that field service organizations focus on their tech’s role. This should grow their customer base in 2017.
Many customers still face four to eight hour service windows. To pull ahead in 2017, organizations must communicate exact customer times. And they should value customer time by resolving jobs faster.
Millennials have come to see self-service as mandatory. Your organization should provide information to help millennials resolve their problems faster. Otherwise you’ll likely face a drop in these customers in the coming year.
18 to 34-year-olds value experiences above products, brands, or services. Field service organizations with expert customer service will build a base of young customers next year.
Customer feedback is crucial to any business. But are you using it to get specifics about service and employee performance? Smart field service companies will be quick with this data. They will check in on techs more often with performance data.
Executives are feeling the heat from customers. The best among them in field service will do what they need to survive. They will adapt.
This number will fall in 2017 as more organizations realize the potential of automation.
Source, IBIS World.
Software continues to offer field service organizations help in a variety of areas. The biggest winners in 2017 will install software that can be quickly scaled. This software must also streamline their most time consuming tasks. This will free up their most talented employees and allow them to focus on the customer.
Mobile will be key to field service in 2017. Customers will come to expect consumer-like experiences with their devices. The field service organizations that offer top-notch experiences will pull ahead.
Most field service organizations do their best to accommodate BYOD culture. The top players will install strategies that ensure employee devices are secure and perform well.
Organizations that use cloud-based software in key business areas should pull more cash from their customers.
Customers have gone digital, but can field service keep up? Customers in 2017 will demand to have their service questions answered in their most convenient channel. This could be Twitter, on the web, or at a customer’s doorstep. No matter what, the best field service organization will be waiting with an answer.
Need more field service trends and tips for a strong 2017? There’s plenty more where that came from on the Field Service Matters blog.
Field Service Matters is the leading professional community focused on digital experience strategies, the evolution of the digital workplace and intelligent information management. Founded in 2016, Field Service Matters is a popular native digital publication catering to a global readership of business leaders and sophisticated practitioners that are crafting the digital strategies for the modern enterprise.
We’re living in a world driven by futuristic devices and instant customer service expectations. Just look at the swift rise of Uber, Amazon Prime Now, or Facebook’s Oculus Rift. Customers have more to expect from companies. One thing is certain; ...Learn more
With companies like Uber, Amazon, and Airbnb delivering on-demand service, customer expectations are...Learn more
The old adage “you get what you pay for” has been a way to shrug off poor product or service qua...Learn more
With the 24-hour news cycle, and constant state of connection most of us now live in, it can feel li...Learn more
Finding the right person for the job is essential when you want to get it done the first time—and ...Learn more
Picture this. A field service engineer wakes up early on a Tuesday. He brushes his teeth, and puts i...Learn more
In the past year, chatbots have exploded in popularity. E-commerce giants, customer service websites...Learn more
If you’ve been keeping up with our Engage Your Employees series, you know by now that employee eng...Learn more
It’s not news that artificial intelligence is already improving workplace efficiency and productiv...Learn more
With companies like Forrester predicting artificial intelligence (AI) investments will jump 300% in ...Learn more