Field Service News | Digital Transformation (10)

Working on Paper is Slow, Expensive, and Comes With Significant Risks

Sep 15, 2021 • Features • Digital Transformation • Software and Apps • GLOBAL • Praxedo

In the first article of a series of excerpts from a recent white paper published by Praxedo, we discuss how outdated operations can lead to losses to field services organisations and why it's important to switch to digital.

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

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.

Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content Praxedo who may contact you for legitimate business reasons to discuss the content of this white paper, as per the terms and conditions of your subscription agreement which you opted into in line with GDPR regulations and is an ongoing condition of subscription.

We live in a modern, digital world where we’re surrounded by technology all of the time. And we rely on that techno- logy more than ever — to work, to manage our lives, and to have fun. The global pandemic has shown us how we can use technology in new ways, and in more aspects of our lives. There will be no going back.

As a field service provider working in the “new normal”, you’ll need to meet increasingly high expectations for digital operations from your customers and your em- ployees. If you continue working on paper, emails or dis- connected web-based tools like Google or DropBox, you won’t be able to meet those expectations. And you’ll face significant business risks:

Lower profits. Dealing with paper and emails at each stage of service delivery is time-consuming and cumbersome. The need to manually exchange pieces of paper slows service delivery, forces technicians to frequently return to the office, and extends billing times. These inef- ficiencies quickly eat into profit margins.
Lost data. Those many pieces of paper contain bu- siness-critical data you need for comprehensive and ac- curate billing. But paper is easily lost, misplaced, or da- maged in the field. Handwritten service reports that are incomplete, illegible, or inadequate for billing purposes further increase risks.
Poor customer perception. Delayed service and old- fashioned ways of working give customers the impression your business is behind-the-times. And it’s all-too-easy for customers to assume this lack of sophistication also reflects your technicians’ capabilities and expertise levels.

The Losses Associated with Outdated Operations Quickly Add Up

These risks affect every area of your business. It’s a vicious circle, with every loss compounding on another.

At a minimum, you’ll fall behind the competition. In the cost-conscious, and often crowded, world of field service, you need every possible advantage to edge out competi- tors. With fewer ways to differentiate and make a strong, positive impression on customers, it will be far more diffi- cult to stand out in the crowd.

You’ll also lose valuable technicians, especially those who grew up with digital devices in their hands. They’ll quickly become frustrated with old-fashioned, inconvenient, and unwieldy ways of working and jump to your more technologically advanced competitors.

"When field service providers can retain customers and renew contracts, they can spend less time worrying about how to win new business simply to make up for customers they’ve lost. It becomes much easier to grow the business"

Jim Baston, Field Service Industry Expert

Sales opportunities will decline. Customers who have a poor perception of your business are unlikely to expand their relationship with you, or recommend your services to other businesses. And, if they share negative reviews of your services, it will influence the decisions of other potential customers.

Finally, you will lose customers. Customers can choose who they work with. And their expectations are high. If customers don’t feel your business is responsive enough, or your technicians are adequately informed and equipped to look out for their best interests, they won’t hesitate to switch providers.

Field service providers who are working on paper simply cannot afford to continue working as they are.

It's Time to Go Digital

The good news is field service providers no longer need to struggle with slow, outdated, and disjointed ways of working. There are affordable technology solutions that address the challenges and risks they currently face, and bring additional business benefits.

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

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.

CSG Field Service Management Ups the Ante on Customer Experience, Recognized in the 2021 Gartner® Magic Quadrant

Sep 14, 2021 • News • CSG • Digital Transformation • field service management • EMEA • shentel

CSG^® (NASDAQ: CSGS) is transforming the way companies engage with their customers by arming today’s leading brands with future-ready, innovative solutions that drive extraordinary customer experiences.

With a customer-first culture dedicated to delivering results, CSG Field Service Management. These factors combined CSG’s breadth of experience and its leading-edge capabilities in machine learning and augmented reality led to CSG Field Service Management’s first-time placement in the 2021 Gartner Magic Quadrant for Field Service Management.

CSG FIELD SERVICE MANAGEMENT AVERAGED 4.6 OUT OF 5 RATING ON GARTNER PEERINSIGHT™

“Field service management is often the ‘last mile’ of customer service that can make or break your brand and your ability to win in the marketplace,” said Alfred Binford, president of customer engagement for CSG. “CSG Field Service Management delivers both agility and game changing innovation for our customers that lead to greater cost and productivity efficiencies. More importantly, it creates higher quality customer interactions that lead to elevated customer experiences. Gartner’s ratings are deeply respected in our industry, and it is a tremendous accomplishment to be in the Gartner Magic Quadrant for Field Service Management. CSG will build on this momentum with our unique domain expertise in serving communications service providers to enhance our solutions and help our growing global customer base transform ordinary customer experiences to be extraordinary.”

CSG Field Service Management is a global, award-winning, multi-industry, cloud-based platform that optimizes field service operations before, during and after the day of service. The solution enables field technicians and dispatchers to make informed decisions based on real-time, predictive data that offers intelligent insights and increases customer satisfaction. These capabilities combined with automated reporting and timely, relevant customer communications help companies deliver a superior customer experience, while enabling seamless operations for both dispatchers and technicians. CSG Field Service Management supports hundreds of thousands of technicians and dispatchers every day and is the engine that processes more than 100 million work orders every year for some of the world’s largest communications service providers.

With an average 4.6 out of 5 rating on Gartner PeerInsights™, customers have commended CSG Field Service Management as “[a] powerful workforce management solution” matched with a great customer experience, “thorough communication and the willingness to assist. It was a phenomenal experience with the whole team that made our product successful.”

For more information on CSG Field Service Management, visit https://www.csgi.com/portfolio/field-service-management/. To download the 2021 Gartner Magic Quadrant for Field Service Management visit https://info.csgi.com/FSM-GMQ-2021-Report.

Property Developer, Almacantar, Revolutionises Digital Capabilities in CRM System Overhaul

Sep 09, 2021 • News • Artificial intelligence • contact centre • Digital Transformation • omnichannel • EMEA • Customer Satisfaction

Large-scale London property development and investment company, Almacantar, has appointed digital transformation specialist Nexer to oversee the total replacement of its CRM system, in order to facilitate increased accessibility to data and ensure...

Almacantar transforms iconic property development assets in prime Central London locations, and is known for its design-led approach and focus on creating long term value. Since 2010, it has acquired more than 1.5 million sq. ft, including live projects Centre Point and Marble Arch Place.

THE OVERHAUL OF THE EXISTING CRM SYSTEM HAS LED TO MORE EFFICIENT SALES AND CLIENT ENGAGEMENT PROCESSES.

With communication and management of the client engagement process throughout the property sales and completion process being critical to achieving high levels of client satisfaction, Almacantar has partnered with Nexer to implement a Microsoft Dynamics 365 CRM application that will meet its specific business needs.

Almacantar’s legacy CRM application had reached the end of its lifespan, with the business requiring an updated system that would provide increased data accessibility, improved connectivity and coordination with other applications, and smooth integration with lead generation campaigns, as well as watertight GDPR compliance and data security due to the high transaction values of its property sales.

Implementation of the new application, has delivered a more efficient and streamlined sales and client engagement process, has increased automation of client communication where appropriate, has enabled accurate tracking of all client offers, and increased operator productivity. It also provides a single source of data and document management thanks to its integration with SharePoint.

Caroline Edwards, Development Director at Almacantar Ltd said: “We chose Microsoft and Nexer for our CRM needs due to its seamless integration into the other Microsoft products in use and its adaptability to our particular needs. The Nexer team provided us with invaluable support in mapping our existing business processes into the platform and, where possible, revising these for better productivity. The result is a powerful platform that is instantly recognisable to our sales and marketing team.”

Neil Andrews, Senior Executive at Nexer said: “By selecting Microsoft Dynamics 365 for its new CRM, Almacantar has seen increased efficiency within the sales team and has improved collaboration across the related service teams. The new platform is secure and future-proofed to support the business as it continues to grow.”

Which mechanisms are best for customer feedback?

Sep 07, 2021 • Features • research • Digital Transformation • HSO • CSAT • Customer Service

FSN Research recently undertook a detailed study in partnership with HSO to understand precisely what CSAT metrics are being tracked by field service organisations.

At the same time, the study also explored the digital transformation journey our...

FSN Research recently undertook a detailed study in partnership with HSO to understand precisely what CSAT metrics are being tracked by field service organisations.

At the same time, the study also explored the digital transformation journey our sector has been on for several years and how this was significantly accelerated due to the pandemic across 2020 and into this year. Having published the results, Dan Snowdon, Danny Wieder and Kevin Brown of HSO joined Field Service News Editor-in-Chief, Kris Oldland to discuss the findings of the study in greater depth.

In this excerpt from the first of two in-depth debrief sessions, the group look at what is the most effective means of collecting customer feedback - SMS, email, or directly via the engineer.

Want to know more?

FSN Premium subscribers and FSN Elite members can access the full-length 50 minute first part of this detailed FSN Research debrief session.

For a limited period, this content will also be available to those on our free-forever, FSN Stanard subscription tier.

If you are yet to subscribe you can join 30,0000 of your field service management peers by subscribing to FSN Standard for free to gain access to a monthly selection of premium content or select either FSN Premium or FSN Elite for even more resources. Click the button above to visit our subscription page to find out more.

Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content, HSO who may contact you for legitimate business reasons to discuss the content of this study.

When is the best time to collect customer feedback?

Sep 02, 2021 • Features • research • Digital Transformation • HSO • CSAT • Customer Service

FSN Research recently undertook a detailed study in partnership with HSO to understand precisely what CSAT metrics are being tracked by field service organisations.

At the same time, the study also explored the digital transformation journey our...

FSN Research recently undertook a detailed study in partnership with HSO to understand precisely what CSAT metrics are being tracked by field service organisations.

In this excerpt from the paper the group discuss how the various pros and cons of when to collect customer feedback from the customer - during the service call or after?

Want to know more?

FSN Premium subscribers and FSN Elite members can access the full-length 50 minute first part of this detailed FSN Research debrief session.

For a limited period, this content will also be available to those on our free-forever, FSN Stanard subscription tier.

If you are yet to subscribe you can join 30,0000 of your field service management peers by subscribing to FSN Standard for free to gain access to a monthly selection of premium content or select either FSN Premium or FSN Elite for even more resources. Click the button above to visit our subscription page to find out more.

Does good customer service create a competitive advantage?

Aug 31, 2021 • Features • research • Digital Transformation • HSO • CSAT • Customer Service

FSN Research recently undertook a detailed study in partnership with HSO to understand precisely what CSAT metrics are being tracked by field service organisations.

In this section from the first of two full length debrief sessions the group look at the data and discuss exactly how strong CSAT metrics can be an indicator of competitive advantage for field service organisations.

Want to know more?

FSN Premium subscribers and FSN Elite members can access the full-length 50 minute first part of this detailed FSN Research debrief session.

For a limited period, this content will also be available to those on our free-forever, FSN Stanard subscription tier.

If you are yet to subscribe you can join 30,0000 of your field service management peers by subscribing to FSN Standard for free to gain access to a monthly selection of premium content or select either FSN Premium or FSN Elite for even more resources. Click the button above to visit our subscription page to find out more.

Artificial Solutions Signs Multi-Year Agreement with Circle K to Provide Conversational AI applications

Aug 27, 2021 • News • Artificial intelligence • contact centre • Digital Transformation • omnichannel • EMEA • Customer Satisfaction

Circle K, part of the Global Fortune 500 retailer Alimentation Couche-Tard, selects Artificial Solutions’ Conversational AI-platform to support omni-channel customer experience in multiple languages.

Artificial Solutions, a leading specialist in enterprise-strength Conversational AI, announced today that Circle K has renewed its agreement to run its Conversational AI deployments on the award-winning Teneo platform, to continue to provide support for customers and employees of its convenience retail outlets in the US and Scandinavia.

WITH THE USE OF CONVERSATIONAL AI, COMPANIES ARE ABLE TO SERVE CUSTOMER NEEDS MORE EFFICIENTLY

Conversational AI is used by Circle K to support customers through three solutions in North America and Europe:

Kay, Circle K´s website chatbot, the one stop shop for finding the nearest location, deals and rewards
Circle K US car wash app
Voice bot for North American stores, that handles inquiries done via call lines, about fuel delivery times

“Conversational AI enables us to make our customers lives a little easier every day by serving their needs more efficiently. Working with Artificial Solutions has had significant benefits; Teneo has allowed the internal Conversational AI-team to build solutions faster, so that we can continue to focus on delivering exceptional customer experiences”, said Edgars Ozolnieks, Senior Manager - Digital Customer Service Solutions at Circle K.

For their deployments, Circle K is taking advantage of Teneo’s unique master-local feature. The main solution was built in English, and then exported to Swedish, Danish and Norwegian, repurposing 80% of the initial solution.

Circle K is one of the leading convenience store chains globally, and this partnership with a power-house retailer is a major validation for our technology,” said Per Ottosson, CEO at Artificial Solutions.

Best practices regarding collecting customer feedback data

Aug 26, 2021 • Features • research • Digital Transformation

FSN Research recently undertook a detailed study in partnership with HSO to understand precisely what CSAT metrics are being tracked by field service organisations.

At the same time, the study also explored the digital transformation journey our...

FSN Research recently undertook a detailed study in partnership with HSO to understand precisely what CSAT metrics are being tracked by field service organisations.

In this excerpt from that debrief session the group look at the various nuanced findings around exactly what is the best mechanism for collecting customer feedback and ask is this changing?

Want to know more?

FSN Premium subscribers and FSN Elite members can access the full-length 50 minute first part of this detailed FSN Research debrief session.

For a limited period, this content will also be available to those on our free-forever, FSN Stanard subscription tier.

If you are yet to subscribe you can join 30,0000 of your field service management peers by subscribing to FSN Standard for free to gain access to a monthly selection of premium content or select either FSN Premium or FSN Elite for even more resources. Click the button above to visit our subscription page to find out more.

HSO Announces Masterclass Event

Aug 25, 2021 • News • Artificial intelligence • Digital Transformation • USA • American Bureau of Shipping • YELLOW.AI

HSO is hosting a series of three half-day thought-provoking virtual mini-masterclass on how to achieve connected field service success.

Why do field service companies see high customer satisfaction as critical to winning new business?
What are the best practices regarding collecting customer feedback data?

Find out the answers and more by registering for the first of HSO's two hour virtual mini-masterclasses on the 9th September. Live and interactive!

This is your chance to visualise the value that a fully-connected field service management system could bring to your organisation.

We have seen an increase in sophistication in the service and design strategies of the service industry, embracing technology that has been adopted, at pace, due to the pandemic.

HSO invite you to continue your digital transformation journey as they explore the shift from the first wave of service management systems, that now form the backbone of service operations, to a newer breed of service technology solutions.

Book your complimentary place now and join HSO for three 2 hour sessions where you will gain new thoughts, ideas, and initiatives that will put your organisation on the right track to exceed your customer expectations and achieve connected service success. This series is applicable to all manufacturing, service, field service, retail, public sector, or any company who would like to further develop their service measurement techniques.

Each company that attends a virtual mini-masterclass session will be eligible to receive a complimentary half-day of consultancy, consisting of 2 x 2 hour meetings, approximately 2 weeks apart.*

Join HSO experts, plus our special guest, Kris Oldland from Field Service News, on the 9th September at 9.30am.

Check out the agenda and book your place here.

ARCHIVE FOR THE ‘digital-transformation’ CATEGORY

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

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

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

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

CSG FIELD SERVICE MANAGEMENT AVERAGED 4.6 OUT OF 5 RATING ON GARTNER PEERINSIGHT™

Further Reading:

THE OVERHAUL OF THE EXISTING CRM SYSTEM HAS LED TO MORE EFFICIENT SALES AND CLIENT ENGAGEMENT PROCESSES.

Further Reading:

Want to know more?

FSN Premium subscribers and FSN Elite members can access the full-length 50 minute first part of this detailed FSN Research debrief session.

For a limited period, this content will also be available to those on our free-forever, FSN Stanard subscription tier.

Further Reading:

Want to know more?

FSN Premium subscribers and FSN Elite members can access the full-length 50 minute first part of this detailed FSN Research debrief session.

For a limited period, this content will also be available to those on our free-forever, FSN Stanard subscription tier.

Further Reading:

Want to know more?

FSN Premium subscribers and FSN Elite members can access the full-length 50 minute first part of this detailed FSN Research debrief session.

For a limited period, this content will also be available to those on our free-forever, FSN Stanard subscription tier.

Further Reading:

WITH THE USE OF CONVERSATIONAL AI, COMPANIES ARE ABLE TO SERVE CUSTOMER NEEDS MORE EFFICIENTLY

Further Reading:

Want to know more?

FSN Premium subscribers and FSN Elite members can access the full-length 50 minute first part of this detailed FSN Research debrief session.

For a limited period, this content will also be available to those on our free-forever, FSN Stanard subscription tier.

Further Reading:

Further Reading:

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