We’re still discovering the full effects of COVID-19, but a few things are crystal clear. One is that people have changed how they expect and prefer to work. Then there’s the shift in customer expectations. Within field service management, safety precautions like contactless service began as temporary tactics and are now seen as necessities. As all field service management outfits have come to realize, the onus is on the organization to make changes that meet that new standard. Here’s a quick look at a few of the ways COVID-19 reset customer expectations.
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The world is going contactless, and we’re not talking about social distancing. The “contactless” movement built momentum with payments first. Since then, contactless initiatives have taken shape in hotels with room keys and in retail locations with pickup and delivery options. But today, the focus is on contactless field service management and contactless customer service. Not sure what we mean by contactless customer service? Read on to find out what it is and how you can benefit from implementing it into your business.
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It’s a tough time to operate a fleet of vehicles while trying to manage a budget. The cost of gas is a well-known culprit. But it’s not the only fleet-based expense on the rise. According to a report by Automotive Fleet, costs will continue to escalate with lowered incentives on new vehicles, higher maintenance costs, and rising acquisition costs all contributing to the overall increase in spending. Still, as many field service management companies using fleet vehicles to reach their customers have learned, the right solution can be a game-changer. In many cases, that solution is fleet management software. We’re here today to talk about how and why.
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This year marks the 20th anniversary of that historical event. While a lot has changed over the last two decades, many utilities have yet to invest in technology to mitigate similar effects of a future emergency. In fact, a recent piece published by Industry Dive found that 68% of utilities have still not launched projects that deliver faster response during storms. At the same time, “70% of utilities cited their ability to invest and maintain a more resilient grid as a major concern for grid development over the next three to five years.” If there’s one thing that utilities recognize, it’s that adequate field service management is a necessary long-term investment. The good news is, this technology can be deployed quickly and cost-effectively.
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A lot goes into selecting a vendor during the field service management software evaluation phase. While price is always a consideration, key aspects of functionality, ongoing support, and future updates can also sway decision-makers. One part of the puzzle is whether the vendor offers an on-premise solution versus one hosted in the cloud.
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Historically, few people have ever mentioned municipal management as being on the cutting edge of technological innovation. Smart cities that utilize the internet of things, also known as IoT, are finding that advanced tech tools can improve the lives of residents and streamline city functions. Many of those same municipalities have started using asset management systems like those found within field service management software. This combination of IoT and asset management investments can simplify operations and extend the longevity of assets.
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Mobile workforce management is notorious for its complexities. One of the most challenging is that workers are indeed in the field. Managing a workforce of any kind is taxing, but overseeing one spread throughout a geographic footprint creates additional considerations. Technicians work independently of supervision and must be trusted to complete their work safely and…
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Businesses are always on the hunt for something that makes them better. While the best businesses stay at the top, the less successful attempt to catch up. In the field service industry, businesses often roll out new products or services to retain market share and/or gain ground. Others will try novel advertising practices to land…
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The Pareto principle, also known as the 80/20 rule, is a well-known concept. It describes how about 80% of all consequences come from 20% of causes. It’s commonly cited in regards to economics, computing, sports, and personal health. As Field Service News writes, it also applies to field service logistics. In areas of heavy congestion,…
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