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Connected Customer Experience

Does your Technician have the right parts to complete the service job?

Author Michael R Blumberg on Aug-8-2019

It is not uncommon for companies in the Consumer Durables Industry to lose control of the customers’ experiences during the product ownership cycle after the sale. This is because a customer may interact with many different groups or channels after the sale including Contact Centers, Dealers or Service Centers, Third Party Administrators, Parts Departments, or Field Service partners as part of the relationship with a company.   At issue, these groups may act as a series of unconnected departments or individuals.  However, customers expect these groups to act as one unified entity. 

Of course, the brand owner (i.e., OEM) desires that all stakeholders in the service supply chain provide a consistent service delivery experience to the end customers.  However, it is not always easy for each stakeholder to achieve this type of outcome on every service interaction.    At issue, service interactions are both labor and data-intensive.  The more touchpoints, people, systems, and databases involved in completing a service event, the more costs, information/data, and time involved. This is true regardless of whether it involves dispatching a Field Technician, entering a warranty claim, ordering a spare part, or providing technical support to an end-customer. 

Having multiple stakeholders involved in the service delivery process creates additional complexities and challenges from a quality, cost, and productivity perspective for the service experience in its entirety as well as for each individual stakeholder in the service supply chain.  Of course, these challenges impact Customer Experience (CX) as well, in terms of longer wait times, delayed service fulfillment, extended downtime, and multiple hand-offs between stake-holder participants in the service delivery supply chain.      

Companies in the Consumer Durables Industry can overcome these challenges by implementing smart solutions that connect all stakeholders in the service supply chain for the benefit of the end customer. Companies with stronger connections have greater visibility into available resources and achieve greater leverage over operating costs, service productivity, and customer experience.    More importantly, these companies are better equipped to endure current and future market and technology shifts that are impacting long term growth and profitability. 

By connecting all stakeholders, companies can engage customers and orchestrate service interactions across all sales and service channels.   Each of the groups of stakeholders involved in service interactions, either directly or indirectly have access to the same data, information, and business intelligence.   In turn, stakeholders can transform disconnected service interactions into amazing customer experiences which leads to higher customer retention and more purchases.  

Topics: Customer Experience, Field Service Insights, Field Service Management Software, Field Service Industry, field service business, Field Service Organizations, Service Performance

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