ARCHIVE FOR THE ‘uberization-of-field-service’ CATEGORY

Having previously worked together on a white paper entitled the Radical Age of Uberization, Field Service News and Localz were reunited on the topic when the software firm hosted a morning briefing and invited Kris Oldland, Editor-in-Chief, Field Service News to chair the day’s discussions...

As the Uber blueprint disrupts the traditional service model, firms need to keep pace with the innovation or risk losing a customer-base who expect no less than exceptional. Click Software’s Ziv Barzilay, speaking to Mark Glover, explains why...

Field Service in the early decades of the twenty-first century has become an increasingly tricky beast to tame. Customer expectations are hurtling forward at breakneck speed to what some companies view as almost impossible standards to reach. The customer of today is not only better informed than ever before, but via the widespread amplification of social media, more powerful also.

In this series, run in partnership with Localz, we look at precisely what these new challenges of modern field service are and how your organisation can adapt and thrive in this brave new world. Part one in the series explored the concept of Customer Expectations 4.0 and in part two we discussed a new approach to FSM systems and then in part three we will take a look at three examples of companies embracing 'Uberization."  Now in the final feature in this series we hear from Localz CEO Tim Andrew and explore why happy engineers equals happy customers. 

Field Service in the early decades of the twenty-first century has become an increasingly tricky beast to tame. Customer expectations are hurtling forward at breakneck speed to what some companies view as almost impossible standards to reach. The customer of today is not only better informed than ever before, but via the widespread amplification of social media, more powerful also.

In this series, run in partnership with Localz, we look at precisely what these new challenges of modern field service are and how your organisation can adapt and thrive in this brave new world. Part one in the series explored the concept of Customer Expectations 4.0 and in part two we discussed a new approach to FSM systems. Here in part three we will take a look at three examples of companies embracing 'Uberization.'

Field Service in the early decades of the twenty-first century has become an increasingly tricky beast to tame. Customer expectations are hurtling forward at breakneck speed to what some companies view as almost impossible standards to reach. The customer of today is not only better informed than ever before, but via the widespread amplification of social media, more powerful also.

In this series, run in partnership with Localz, we look at precisely what these new challenges of modern field service are and how your organisation can adapt and thrive in this brave new world. Part one in the series explored the concept of Customer Expectations 4.0 and now we discuss a new approach to FSM systems...

Resource Type: White Paper
Published by:  ClickSoftware
Title: The Uberization of Service: A consumer and supplier view

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Synopsis:

With the advent of real-time communications and new technologies such as social media, wearables, IoT, augmented reality, and artificial intelligence, there are countless opportunities for businesses to transform customer service. Key research from ClickSoftware presented in this white paper looks to the challenges of the near future of field service...

ClickSoftware, have commissioned a global industry and consumer research project to further understand consumer expectations when it comes to services being delivered to the home.

By comparing this with field service supplier plans to implement and enhance their offering and roll out new technologies, the survey set out to make comparisons between the two in a rapidly changing landscape, and uncover any discernable gaps or challenges in the provision of a great customer experience. The findings of this research are in this report.

Download this white paper published by ClickSoftware to find out:

• How the ‘Uberization of service’ is driving a more demanding, hard-to-satisfy, customer base
• Why 61% of all respondents globally have cited ‘customer satisfaction’ as a key priority
• Detailed analysis of Consumer vs. Supplier Findings and how the needs of customers and focus of suppliers marry

Overview:

The modern day consumer has a new perspective on customer service, and irrespective of sector or business, they expect and demand a level of real-time communication and visibility. Service levels provided from retailers, such as Amazon and Uber, are driving expectations across the board, forcing other industries to play catch up.

With this in mind, ClickSoftware, the leading provider of field service management software, commissioned global industry and consumer research to further understand consumer expectations when it comes to services being delivered to the home. By comparing this with field service supplier plans to implement and enhance their offering and roll out new technologies, the survey set out to make comparisons between the two in a rapidly changing landscape, and uncover any

With the advent of real-time communications and new technologies such as social media, wearables, IoT, augmented reality, and artificial intelligence, there are countless opportunities for businesses to transform customer service. The research highlights the differences in expectations versus reality, critical in an age where organisations can no longer expect customers to accept the old way of operating.

 

It also points out one key difference: suppliers are focused on the delivery of new technologies rather than recognising that optimised, real-time communications and a transparency for service delivery are high on the customer agenda. The survey results also highlight some key differences in expectations and communications methods by geographic region, underscoring the complexity of running an international field service business, where end users in each region expect different things from customer service.

The white paper then moves into three key sections:

Executive Summaries: Consumer Survey

Overall, the survey responses show customer expectations are increasing across the board, with the ‘Uberization of service’ driving this and generating a more demanding, hard-to-satisfy, customer base. Essentially, customers know that the advent of technology now allows for engineer location tracking and up-to-the-minute communication, and they have come to expect this

Executive Summaries: Supplier Survey

When field service suppliers were asked which measure of field service management their organisation values most, an average of 61% of all respondents cited ‘customer satisfaction’ as the top field service measure, with as many as two-thirds of those polled in Australia selecting this answer.

Comparative Survey Analysis:

The final section of the white paper is the most detailed and insightful, bringing the data from these two essential pieces of research to identify the most important trends appearing on both sides of the service spectrum. With the data laid out in clear graphical formats accompanied by well thought out and intelligent analysis, it is advised reading for any senior field service professional.

 

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Click here to subscribe to Field Service News and get this white paper sent directly to your inbox now

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The 'uberization' of field service is a topic gaining much traction of late, could the gig economy alleviate pressures for field service companies meeting ever increasing customer expectations of shorter appointment windows or will it present too much of a challenge in terms of maintain brand standards in an age where customer satisfaction reins supreme?

This excellent infographic from ClickSoftware reveals some interesting findings from a recent research project they've undertaken on this topic...

 

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Want to know more? A full white paper based on this research is available to Field Service News subscribers. If you are a field service professional you can subscribe now for free and get this white paper sent straight to your inbox. Simply click here to subscribe now!

 

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