Connected Service: From Reactive to Dynamic Collaborative Resolution

Jan 28, 2022 • Features • White Paper • Digital Transformation • Data Management • customer experience • CareAR

Organizations are at an inflection point when it comes to the service experience. In this new series of excerpts from a recent IDC white paper, sponsored by CareAR and now available at Field Service News, we discuss how service organisations can enhance customer relationships using a new engagement model where service management and customer experience unite to transform and differentiate the brand in a disrupted competitive environment.

This feature is just one short excerpt from a recent white paper published by CareAR.

www.fieldservicenews.com subscribers can read the full white paper now by hitting the button below.

If you are yet to subscribe you can do so for free by hitting the button and registering for our complimentary subscription tier FSN Standard on a dedicated page that provides you instant access to this white paper PLUS you will also be able to access our monthly selection of premium resources as soo as you are registered.

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The field and customer service operation has seen a dramatic shift in the past 15 months. Due to the pandemic, the ability to physically get access to equipment or a customer site has been limited or, in some cases, restricted completely. As regions of the world reemerge into a "next normal" state at different rates, organizations will operate using a variety of service models that rely on remote resolution, collaboration, and engagement. A change is occurring across industries whereby the customer experience is becoming a critical differentiator, and the way organizations engage customers will become a higher priority. Customers expect organizations to solve the stated problem efficiently and enhance the experience by going beyond the work order to establish a partnership that requires little effort on the customer's part.

In this transformed business landscape, manufacturers and service organizations will need to address the following challenges to achieve success and relevance with customers:

» Enabling data and knowledge accessibility for all relevant stakeholders
» Eliminating silos across service, customer support, and other functions that hinder a shared and enhanced customer experience
» Automating manual processes and static work instructions that delay responses and resolution
» Contending with an aging workforce and a related knowledge drain
» Addressing the need to be more customer focused to personalize experiences and deliver enhanced value at each engagement point
» Providing service employees and customers with new tools that optimize remote and self-solve support, moving from a reactive break/fix service model to a more proactive and predictive approach

KEY STATS

According to IDC's May 2021 Product and Service Innovation Survey, the top 6 drivers for service management solutions are:

» Enabling faster response to product quality and service issues — 58.9%
» Improving key customer metrics such as NPS, customer effort, and CSAT — 55.7%
» Establishing more capabilities around remote service, collaboration, and resolution — 53.2%
» Improving collaboration between cross-functional teams — 52.5%
» Using information from actual product and asset performance — 51.7%
» Capturing and making accessible service knowledge and best practices — 49.2%

Watch out for the next feature next week where we discuss some of the top business priorities for manufacturers and service organizations in this "next normal" environment.

Field Service News subscribers can access the full white paper sponsored by CareAR and written by Ali Pinder, Program Director, Service Innovation and Connected Products at IDC, and Tom Mainelli, IDC's Group Vice President, Device and Consumer Research, by clicking on the button below.

This feature is just one short excerpt from a recent white paper we published in partnership with Exel Computer Systems..

www.fieldservicenews.com subscribers can read the full white paper now by hitting the button below.

If you are yet to subscribe you can do so for free by hitting the button and registering for our complimentary subscription tier FSN Standard on a dedicated page that provides you instant access to this white paper PLUS you will also be able to access our monthly selection of premium resources as soo as you are registered.