Field Service and Customer Care: Transforming the Customer Experience

Field service technicians or call center representatives are typically the only personal contact customers have with vendors. Making the most of these touchpoints and building solid customer relationships is an essential part of customer retention, brand differentiation, and a healthy bottom line.

Additional challenges include reduced margins; increased product- and service-based competition; and regional, national, or global expansion of products and services. It's time to consider the customer service organization as a potential profit center rather than a cost center.

To truly transform a customer service operation, organizations need to understand how their customers are changing, how their service model needs to change, how to anticipate customers' needs, and how to strategically address those needs. Then organizations can learn how to accomplish all of this by leveraging a sophisticated, cloud-based, field service engine to close the loop for end-to-end customer service delivery.

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