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Wouldn’t it be great if a technician or service employee had the insight to do more than just meet the minimum level of service?
Kronosworks 2015 focused on the topic of engaged employees and using technology to make the daily grind of being an employee easier.
As we enter 2016, it might be time to understand what keeps retailers and manufacturers up at night.
Knowing which customer will have an issue, which part on what piece of equipment will fail soon, or which technician should be sent to a customer are all challenges of an unknown future.
Technicians have the responsibility of not only fixing things, but they have also become brand advocates and the face of many service organizations.
There is a generation of people which learn from, communicate with, and train each other through videos, and this evolution is beginning to seep into the business world, namely into field service.
Here are some takeaways from WBR’s Field Service East event held in Atlanta.
As the B2B world begins to more often resemble the B2C environment, field service interactions are now having a greater impact on the customer experience, satisfaction, and ultimately profitability.
Delivering exceptional service continues to get tougher. Equipment gets more advanced and technicians have to solve ever more complex problems. And obstacles get in the way of the “first-time fix.”