Connected Customer Experience

One of the most pressing concerns among field service executives is the impending shortage of skilled workers. These concerns are well-founded. The U.S. labor market is expected to face a shortage of approximately 8.2 million workers by 2027, reports Thomas Lee, head of research at Fundstrat Global Advisors.

I am often asked by clients to help them implement strategies to grow their service revenue.

Durable goods manufacturers and their service partners rely on skilled field service technicians to provide installation, inspection, repair, and maintenance services at customer locations. Many companies are currently managing the field service touch-points through multiple systems and department silos; using phone calls, emails, shared files, sticky notes and paper forms. The inefficient field service processes and systems result in increased customer churn, unproductive service technicians, and missed revenue opportunities with customers.

If in the past you interviewed any great business leader about what it took to build a great business,

they would probably have pointed to three (3) basic elements:

1. People – Comprised of all layers of personnel, from C-suite executives to the warehouse clerks, who bring vision, creativity, leadership, and passion to bringing products and service to market, and pleasing customers.
2. Process – The structured and disciplined series of actions, steps, and procedures personnel must complete to perform the work of the company. These processes are only as good the people who design, manage, and perform them.