ARCHIVE FOR THE ‘uberization’ CATEGORY

With an eye to the future and a desire to push today’s technologies to their limit, artificial intelligence (AI) has begun to creep into a variety of service technologies. On its surface, AI might still seem like science fiction, but the number of practical use cases will only increase over time. Are you ready to use AI to its fullest potential?

In this series, run in partnership with IFS, we will be looking to see exactly what impact AI will have on the field service sector and how your organisation can harness it. In part one of this series we looked at some of the AI basics and in part two we explored how tomorrow's advancements in AI can guide us through today's digital transformation. Now in the final part in this series we take a look to the future... 

Your invite to Localz' Innovation Breakfast.

With an eye to the future and a desire to push today’s technologies to their limit, artificial intelligence (AI) has begun to creep into a variety of service technologies. On its surface, AI might still seem like science fiction, but the number of practical use cases will only increase over time. Are you ready to use AI to its fullest potential?

In this series, run in partnership with IFS, we will be looking to see exactly what impact AI will have on the field service sector and how your organisation can harness it. In part one of this series we looked at some of the AI basics and now we look at how tomorrow's advancements in AI can guide us through today's digital transformation

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...

With an eye to the future and a desire to push today’s technologies to their limit, artificial intelligence (AI) has begun to creep into a variety of service technologies. On its surface, AI might still seem like science fiction, but the number of practical use cases will only increase over time. Are you ready to use AI to its fullest potential?

In this series, run in partnership with IFS, we will be looking to see exactly what impact AI will have on the field service sector and how your organisation can harness it... 

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...

CSG the trusted partner to simplify the complexity of business transformation in the digital age now offers even more ways for Pay-TV and other service providers to proactively communicate in real-time with consumers about their service appointments.

CSG's Where's My Tech solution offers a real-time view of a service technician's arrival schedule.

As part of CSG’s overall philosophy to enable an exceptional, interactive experience between service providers and their customers anytime, anywhere, on any channel, CSG now offers a real-time option for consumers to follow the arrival progress of a service technician.

Today’s digitally-savvy consumers are conditioned to receive updates from the companies they do business with at every step of the customer experienceThe new solution, named Where’s My Tech, is part of CSG’s field service management solution, Workforce Express (WFX), which offers the ability to get the right technician, to the right job, at the right time and now, can show consumers exactly where their service technician is and when they will arrive at the job site.

Where’s My Tech offers consumers real-time information about the status of a service technician appointment, enables consumers to digitally follow the technician while they are on their way to the service location, and receive email or SMS messages with the estimated arrival time of their technician’s arrival.

“Today’s digitally-savvy consumers are conditioned to receive updates from the companies they do business with at every step of the customer experience,” said Tim McElligott, senior consulting analyst at Stratecast | Frost & Sullivan. “When those real-time updates don’t happen, the customer experience is tarnished which can potentially have a negative impact on customer satisfaction, and even a Net Promoter Score.”

The Where’s My Tech solution is the latest enhancement to WFX, in addition to real-time traffic, capabilities announced earlier this year.

“CSG’s communications management solutions offer an integrated approach for service providers to manage and more actively engage with their customer interactions throughout the customer lifecycle,” said Chad Dunavant, head of product management, CSG. “This solution is the latest step we have taken to help our clients deliver easy-to-use, connected experiences that instantly raise the consumer experience to a new level.”

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