In this final feature from a recent white paper we published in partnership with Exel Computer Systems, we shall take a look at consideration for ensuring the platform you select is one you can have faith in.
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Nov 16, 2021 • Features • White Paper • Digital Transformation • Exel Computer Systems • Data Management
In this final feature from a recent white paper we published in partnership with Exel Computer Systems, we shall take a look at consideration for ensuring the platform you select is one you can have faith in.
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.
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 Exel Computer Systems 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.
As we have seen in the paper so far, there are a lot of benefits to the platform approach. However, there is one significant draw that can cause hesitancy in many companies – relying on one provider.
In the concluding part of this paper, we shall take a look at consideration for ensuring the platform you select is one you can have faith in...
Reliance on a single solution provider is, of course, the natural counterbalance of having one platform and one provider being integral to so many mission critical aspects of your business. For every company, the
decision as to whether the risk/reward ratio of taking the platform approach is suitable may be different.
However, having provided a small outline of just some of the benefits of the platform approach, in this concluding section of this paper we shall outline some of the key considerations that could help you mitigate risk on the other side of the equation.
When considering any platform provider you should consider the following:
WHAT IS THEIR TRACK RECORD OF WORKING WITH ORGANISATIONS LIKE MINE?
This should always be the starting point – how well will this company genuinely understand our needs? However, this doesn’t necessarily mean that you should be looking at a solution provider that only serves your particular industry vertical, or even one that caters to companies of similar size, be it enterprise or SMB.
One of the most consistent themes within Field Service News discussion groups is that so many of the pain points of field service operations are shared across vertical industries. Yet, the insight from outside your vertical sector can often help reflect on a problem – and show ways to overcome it from a new perspective.
Similarly, there are learnings from smaller, more nimble organisations that can help larger companies; and best practices of the enterprise that SMBs can adopt to improve efficiencies.
The solution provider who has that broad experience across different industry verticals, with clients of all sizes that can demonstrate that they not only understand the challenges you face but also that they have helped companies with similar needs, will be worth their weight in gold when it comes to not only improving your workflow but, perhaps most importantly, guiding you to avoid the common pitfalls you might otherwise have faced.
DO THEY HAVE A SOLID FINANCIAL POSITION?
This next consideration is essential for two key reasons. The first and perhaps more prominent of the two is that the last thing you want is to implement a solution across your business only for the provider to cease trading a year or two down the line, leaving you with what will quickly become an outdated legacy product that ultimately will cause more harm than good.
So the first key is to assess the long-term financial health of the business. Generally, if a solution provider is financially robust, this will be woven into their sales pitch at some level, but never be afraid to ask. Additionally, a look through their current customer roster can be a strong indicator of business strength. Many companies using the product, including some with strong brand recognition, can often be another indicator of a healthy and profitable business.
However, the second reason this is a crucial consideration is probably even more critical. A solid and healthy balance sheet allows for consistent investment into research and development.
For example, Exel Computer Systems solutions are under continuous development and have been since inception – the development never ends – one of the key reasons they have such strong loyalty within their customer base.
SHAPING THE FUTURE DEVELOPMENT ROADMAP
Another aspect for consideration that leads neatly on from this is understanding how responsive the solution provider is to customer input in terms of future developments?
This is an area where perhaps you may be better served by selecting a platform provider that is more accessible than the behemoths of the tech industry that may be the more appealing at first glance.
Does the solution provider host regular user groups? Is there a mechanism for feature requests? What is the success of such programs?
These are all questions that can indicate how responsive the platform provider may be to working with you to enhance further and refine the solution, or even introduce new modules to the platform entirely.
IS THE PLATFORM MODULAR?
This brings us to our final point for consideration – does the platform have a modular structure?
As we mentioned at the top of this section, there are many shared pain points across the field service sector. However, every business remains unique, and every company will have different needs.
Introducing new modules as additional requirements arise can allow a platform to offer the easy data flow we discussed in the first section of this paper, yet provide the flexibility that we often see as a highly celebrated benefit of a best- of-breed technology stack approach.
A modular-based platform also allows for more straightforward implementation. The old maxim that you can’t boil the ocean is especially true for mission-critical software implementation. The possibility of easing the implementation with a modular platform, particularly if deployed across multiple business units, allows for a much smoother transition.
"The old maxim that you can’t boil the ocean
is especially true for mission-critical software implementation..."
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.
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 Exel Computer Systems 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.
Further Reading:
- Read more about Digital Transformation @ www.fieldservicenews.com/digital-transformation
- Read more about Data Management @ www.fieldservicenews.com/data-management
- Read more about Exel Computer Systems on Field Service News @ www.fieldservicenews.com/exel
- Learn more about Exel Computer Systems @ www.exel.co.uk
- Follow Exel Computer Systems on Twitter @ twitter.com/exelcomputersys
Nov 12, 2021 • Features • White Paper • FieldAware • Leadership and Strategy • customer experience • customer success
In the second feature from a recent white paper we published in partnership with FieldAware, we analyse the need of a shift in management structure for service organisations with a customer success focused model.
In the second feature from a recent white paper we published in partnership with FieldAware, we analyse the need of a shift in management structure for service organisations with a customer success focused model.
This feature is just one short excerpt from a recent white paper we published in partnership with FieldAware.
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 FieldAware 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.
Suppose we consider customer success more in line with a servitization model than simply increasing CSAT metrics. In that case, we may start to see a more straightforward path towards developing the model. However, this
also leads us to conclude that such a shift in focus for a service organization will require significant changes within processes and potentially a change in management structure.
The established servitization models are centred around establishing long- standing partnerships between the service provider and the customer. Indeed, as we look at many of the high-profile examples of servitization, often in the early adoption of such service strategies, not only is customer selection crucial, very often, the evolution of the service model is one of genuine co-creation.
One acknowledged approach in developing such forward looking service design is establishing a tiger team – a group of specialists dedicated to the project full- time. In the co-creation model, such a team can comprise both organizations bringing in their specialist expertise, knowledge and insight. Additionally,
both organizations also develop the new approach parallel to existing service agreements, which is especially important when considering the mission-critical status that field service operations hold.
However, once the proof of concept is established, should the service provider wish to roll out a more comprehensive servitized offering, a clear management structure to facilitate the effective rollout is required.
We would expect to see an executive-level leader at the top of this structure – ideally reporting directly to the CEO.
Such a position may come in several guises. One option is the role of a chief revenue officer (CRO), which we are beginning to see emerge as a blend of the two roles of Chief Service Officer and Chief Sales Officer.
Another alternative could be Vice President of Customer Success. For ease of reference, we shall use the term CRO in this paper. Regardless of the name, the function of the role remains the same.
This is a position that requires an intimate understanding of where the value proposition of the service provider lies within the eyes of the customer (to drive successful approaches to revenue generation), while simultaneously having detailed knowledge of how the service operations can effectively meet the service delivery requirements while retaining efficiency both in terms of internal costs but also meeting the customer goals.
In addition to both of these skillsets, the potential CRO must also have the broader business acumen and insight to see how such a move will impact and draw upon other aspects of the organization as well – from R&D through to marketing.
Beneath the CRO, a hypothetical management structure could be mapped out into three key areas as per the graphic below.
On the left-hand side, we have a customer success team led by a director of customer success.
This would be a business division that evolves from the traditional sales team – with a heavier emphasis from account management on customer success and account development – i.e. building those long-standing, more deeply embedded relationships discussed earlier.
On the right-hand side, this structure is where our service operations business unit sits under the leadership of an operations director.
On this side of the operation, the shift in focus is perhaps less pronounced than the sales operation. In one sense, little changes in seeking the maximum efficiency and operational metrics such as technician utilization, mean-time-to- repair and first-time-fix rates remain as crucial as ever.
Ultimately, even in a fully servitized business model, the SLAs to be adhered to remain the same; however, they move from being an external agreement with the customer to being an internal requirement designed to allow the service operation to meet the guarantees of uptime that are now the bedrock of service contract.
However, we see a potential new business unit emerge in the centre of this new management structure – one dedicated to onboarding. In this case, it is also important to note that onboarding isn’t limited to new customers.
" While a similar structure could be adopted for various types of servitized offering, be it outcome-based service or a customer success focused model, the evolutionary leap from a csat focus will very likely involve both executive- level support and some restructuring of management structure..."
Most service organizations adopting such an approach will be taking their existing customers from a service model that they have been comfortable with for a long time to a far more holistic and encompassing model of service delivery.
Such significant change will almost always face some form of resistance. It is essential to have this interim team in place to help guide the customers through the transition from what is often a transactional relationship initially to one that becomes a true partnership.
Ideally, this onboarding team will bring a blend of in-depth operational experience and fantastic account management skills. A recommended approach could be to draw from both the operations and sales sides of the business to establish this new business unit.
This is, of course, just one hypothetical and fairly straightforward management structure to help illustrate the point. Many more complex variations could be implemented to achieve the effective development of a servitized or customer success-focused business model.
What is clear, though, is that while a similar structure could be adopted for various types of servitized offering, be it outcome-based service or a customer success focused model, the evolutionary leap from a CSAT focus will very likely involve both executive-level support and some restructuring of management structure.
Another critical aspect essential to the successful adoption of such a model is the easy flow of data across business units and the proper technological infrastructure to ensure that the service operation can operate at maximum efficiency – which we will discuss in the next feature from this white paper.
This feature is just one short excerpt from a recent white paper we published in partnership with FieldAware..
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 FieldAware 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.
Further Reading:
- Read more about Digital Transformation @ www.fieldservicenews.com/digital-transformation
- Read more about Data Management @ www.fieldservicenews.com/data-management
- Read more about FieldAware on Field Service News @ www.fieldservicenews.com/exel
- Learn more about FieldAware @ www.fieldaware.com
- Follow FieldAware on Twitter @ twitter.com/fieldaware
Nov 09, 2021 • Features • White Paper • Digital Transformation • Exel Computer Systems • Data Management
In the second feature from a recent white paper we published in partnership with Exel, we outline how an API works and why service organisations should invest in a series of best-of-breed solutions and combine them all in a technology stack.
In the second feature from a recent white paper we published in partnership with Exel, we outline how an API works and why service organisations should invest in a series of best-of-breed solutions and combine them all in a technology stack.
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.
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 Exel Computer Systems 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.
In the previous feature from this white paper, we looked at how the easy flow of data across various modules within a platform can improve both the efficiency of your service delivery and ensure you are meeting your customers’ expectations. However, in a world of APIs where everything is expected to work wonderfully and connect via plug and play, why shouldn’t a service organisation invest in a series of best-of-breed solutions and combine them all in a technology stack?
As a starting point, let us first take a moment to better understand what an API (Application Programming Interface) actually is. Indeed, API is an acronym often thrown into a conversation but perhaps not so well understood for those of us who are not software experts.
To outline how an API works, let us take a more straightforward example.
Imagine you’re a diner in a restaurant with a menu of choices to select from. The kitchen is the part of the ‘system’ that will prepare your meal. However, you cannot just go to the kitchen and place your order directly; this would slow the Chef down and delay service for you and everyone else in the restaurant.
The critical link required for you to communicate your order to the Chef and deliver your food to your table is a waiter.
At a very rudimentary level, the waiter is an API. They are the messenger that takes your request and informs the Chef of what is needed. Then when the Chef completes the task, the waiter returns to deliver the response (in this case, your meal) back to you.
So far, so good.
However, now let’s expand the analogy to fit better the many moving parts of a mission-critical activity, such as field service. In a best-of-breed technology stack, we are no longer dealing with one waiter; we are dealing with a waiter for each aspect of the meal. One Waiter to take our order for our appertisers, another for our entrée. We have a Concierge to ensure we are sat at an adequate table, a Sommelier to take our wine order, a Dessert Waiter and so forth.
Then each of these additional waiters will be linking back to a different part of the restaurant.
The Commis Chef will be responsible for delivering one part of the meal, the Sous Chef another, Chef de Partie another. The Bartender is responsible for providing drinks expertly recommended by the Sommelier, and working in an entirely different part of the building.
Anyone who has been to a high-end restaurant will know that such complexity can be managed and delivered effectively to drive a standard of service that is exceptional.
However, anyone who has worked in such a restaurant will tell you that it takes a phenomenal amount of work to keep the lines of communication and the flow of productivity moving across the shift. Indeed, this is why good restaurant managers that can keep all of these connections, these ‘human APIs’, working in unison, are worth their weight in gold.
"With a platform approach, the links between modules are within the architecture of the solution itself, updates would have been fully tested system- wide prior to deployment. Should an issue occur, you have one point of contact to seek swift resolution..."
However, for the field service organisation, whose function is to serve their customers, not manage a complex web of systems and technology, is this an optimum approach?
In a best-of-breed technology stack, a company becomes exposed to various elements, reliant on multiple APIs being aligned across numerous updates.
As with the restaurant example, managing this takes a lot of work. Any one of the elements the stack is comprised of could become a broken link the chain, having a knock-on effect across the stack. It has to be questioned whether such a complex solution is worth the risk.
For example, if the integration between two integral systems within your technology stack fails, to which of the two providers should you turn to resolve the issue?
With a platform approach, the links between modules are within the architecture of the solution itself, updates would have been fully tested system- wide prior to deployment. Should an issue occur, you have one point of contact to seek swift resolution. With a platform approach, a lot of the responsibility shifts onto your solution provider to make things work. Of course, this also means less heavy lifting required from your internal IT team.
With the technology stack, your IT team can spend all of their time making the multiple solutions talk to each other, bouncing from one solution provider to the next in an endless cycle of updates and new integrations.
This can be a drain on resources, both financially and in terms of man-hours, both of which could be better spent focusing on growing your business and keeping your customers happy.
As we saw in the previous section, the seamless flow of data across an organisation can be the difference between service failure or service excellence.
Do you really want to be exposed to multiple potential weak links in the chain, especially when the one platform approach overcomes this?
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.
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 Exel Computer Systems 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.
Further Reading:
- Read more about Digital Transformation @ www.fieldservicenews.com/digital-transformation
- Read more about Data Management @ www.fieldservicenews.com/data-management
- Read more about Exel Computer Systems on Field Service News @ www.fieldservicenews.com/exel
- Learn more about Exel Computer Systems @ www.exel.co.uk
- Follow Exel Computer Systems on Twitter @ twitter.com/exelcomputersys
Nov 05, 2021 • Features • White Paper • FieldAware • Leadership and Strategy • customer experience • customer success
In the first feature from a recent white paper we published in partnership with FieldAware, we look closely at the difference between driving customer satisfaction and driving customer success for field service organizations.
In the first feature from a recent white paper we published in partnership with FieldAware, we look closely at the difference between driving customer satisfaction and driving customer success for field service organizations.
This feature is just one short excerpt from a recent white paper we published in partnership with FieldAware.
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 FieldAware 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.
There is now little doubt that Customer Satisfaction (CSAT) metrics are viewed as a critical part of measuring effective field service operation.
This is a trend that has been becoming increasingly obvious for several years. In a 2020 Field Service News Research report, “Understanding the metrics that matter in a rapidly changing field service sector”, it was revealed that 51% of field service companies now saw an equal weighting in importance between operationally focused KPIs and CSAT-focused KPIs.
Furthermore, 13% of field service companies stated that they felt CSAT focused KPIs were of greater importance for measuring their business success.
In a more recently published Field Service News Research study, “Customer- Centricity, Technology and the New Normal of the Field Service Sector” from 2021, we saw that CSAT metrics were a crucial indicator of revenue growth metrics amongst field service organizations.
This was anticipated for growing revenue with existing clients, but interestingly, strong CSAT metrics were viewed as an essential indicator for winning new business also.
In fact, of the 293 respondents within the study, 88% stated that strong CSAT metrics were at the least a ‘very strong’ element in winning new business. 32% of the total respondents even said they were an ‘extremely important’ element.
Given the above, it is a reasonable assessment to make that the importance of strong customer satisfaction has firmly taken root within the field service sector.
Yet, increasingly those discussions centred on delivering excellent customer service are morphing into discussions centred on ensuring customer success.
The question many service leaders are asking is are the two synonymous? Is customer success a natural evolution from customer satisfaction or are the two areas related but distinctly separate (like servitization and outcome-based solutions, for example)
Perhaps to help us better understand the question, we should outline some definitions of customer success.
CRM and CMS provider and specialist platform for inbound marketing software HubSpot defines customer success as follows:
“Customer success is anticipating customer challenges or questions and proactively providing solutions and answers. Customer success helps you boost customer happiness and retention, thus increasing your revenue and customer loyalty.”
The Customer Success Association however define customer success as “a long- term, scientifically engineered and professionally directed business strategy for maximizing customer and company sustainable proven profitability."
A third definition provided by Gartner is “Customer success is a method for ensuring customers reach their desired outcomes when using an organization’s product or service. A relationship-focused customer success strategy includes involvement in the purchase decision, implementation and use of products or services and customer support.”
If we look at each of these definitions, we can see why many are confused regarding the difference between CSAT and customer success.
The first definition from HubSpot doesn’t seem to stray too far from good customer service, the foundation of customer satisfaction. Within this definition, the two terms could indeed be interchangeable.
The second definition from the Customer Success Association comes across as something of a buzz-word salad – with phrases smashed together, leaving the average reader with little additional insight into what the term means and even potentially adding more confusion into the mix.
Finally, as we look towards the Gartner definition, we find something we can begin to utilize as we seek an answer to our question.
Within Gartner’s definition, we can see that customer success is more than meeting or even anticipating customer requirements as we saw in the first definition, but instead has an understanding of the customers end goas and establishes a path to achieving these utilizing the organizations own service or product.
Within our industry, a considerable amount of discussion for the last few years has centred around servitization and outcome-based service models.
"Outcome-based solutions are certainly one end-point of servitization, but if we viewed servitization as a spectrum of advanced service design rather than the traditional linear perspective, could the customer success methodology sit somewhere else on that same spectrum?"
Reading through Gartner’s customer success definition, it could be viewed that customer success could and perhaps should be included within the increasingly broad umbrella of servitization.
As the continuing academic research and literature into servitization grows alongside the case studies of successful servitization, the existing model of servitization being a series of steps that lead towards a goal of outcome-based solutions is perhaps outdated.
Outcome-based solutions are certainly one end-point of servitization, but if we viewed servitization as a spectrum of advanced service design rather than the traditional linear perspective, could the customer success methodology sit somewhere else on that same spectrum?
Suppose we break down the difference between outcome-based service and customer success methodology. In that case, there are certainly plenty of aspects that are shared. It could be argued that the final responsibility for the delivery of the outcome is the only true differentiator.
Indeed, an intimate understanding of the end goal shared with the customer and the service provider is required in both service models.
Equally, while CSAT is a solid foundation to begin building towards any form of servitized offering, the leap from CSAT to a customer success based model is arguably as significant as it would be to an entirely outcome-based offering.
In the next feature from this white paper, we shall explore why...
This feature is just one short excerpt from a recent white paper we published in partnership with FieldAware..
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 FieldAware 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.
Further Reading:
- Read more about Digital Transformation @ www.fieldservicenews.com/digital-transformation
- Read more about Data Management @ www.fieldservicenews.com/data-management
- Read more about FieldAware on Field Service News @ www.fieldservicenews.com/exel
- Learn more about FieldAware @ www.fieldaware.com
- Follow FieldAware on Twitter @ twitter.com/fieldaware
Nov 04, 2021 • Features • White Paper • BigChange • Covid-19 • Leadership and Strategy • EMEA • customer experience • Customer Service
In this final feature from a recent white paper published by BigChange, we explain why businesses are increasingly looking at customer experiences as a new source of competitive advantage.
In this final feature from a recent white paper published by BigChange, we explain why businesses are increasingly looking at customer experiences as a new source of competitive advantage.
This feature is just one short excerpt from a white paper published by BigChange.
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 BigChange 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.
USER EXPERIENCE AS COMPETITIVE ADVANTAGE
The field service sector is incredibly competitive.
Fewer than half of field service firms are currently profitable. A quarter of reported losing money in the 12 months to July 2021 and one in eight fear they could go out of business in the next year.
With costs rising, especially for fuel and materials, the scope for field service businesses to compete on price is getting smaller.
Businesses are instead looking at customer experiences as a new source of competitive advantage.
Our survey looked at what ‘good’ looks like in the sector, and the evidence suggests that standards are getting more exacting.
- Two-thirds (68%) of leaders say ‘Good’ customer service now means same- working-day fixes for reactive jobs.
And nine out of ten say within 24 hours is the minimum. - Two-thirds (65%) say good service involves the customer being kept fully informed digitally with precise arrival-time updates, details of who is doing the work, confirmation of work completed, and instant invoices.
-
More than half (54%) say that, when it comes to operations, a ‘good’ system is one in which every part of operations – from job scheduling to invoicing – is automated and optimised within a single system.
When it comes to customer service, the bar is rising quickly.
The Amazon effect means customers are demanding better. Rapid progress in online retail has created an expectation for quick, reliable, effective services and real-time digital updates in all walks of life.
What does it take to deliver good customer service for field service firms?
- 68% of leaders say 'good' service meands same-day fixes for reactive jobs
- 65% say good service involves the customer being kept fully informed
- 54% say a single system optimising activities is essential for good operations
BigChange is the complete Job Management Platform that’s helping field service businesses across the UK to win more work, take control of their operations and deliver winning customer experiences. Bringing together job management, mobile workforce applications, CRM, finance and business intelligence into one simple to use and easy to integrate platform, BigChange liberates you from inefficient paper-based processes and the complexity of multiple different technology systems that hold your business back. Loved by office and field teams alike, our customers are achieving industry leading results and return on investment. The BigChange team is committed to customer success and no matter your sector or whether you have a mobile workforce of 10 or a 100, we’re here to make a big difference to the way you work and to help your business grow stronger.
This feature is just one short excerpt from a white paper published by BigChange.
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 BigChange 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.
Further Reading:
Read more about Leadership & Strategy @ www.fieldservicenews.com/leadership-and-strategyRead more about the impact of COVID-19 in the Field Service industry @ www.fieldservicenews.com/covid-19
Read more about BigChange on Field Service News @ www.fieldservicenews.com/bigchange
Learn more about BigChange @ www.bigchange.com
Follow BigChange on Twitter @ twitter.com/bigchangeapps
Nov 02, 2021 • Features • White Paper • Digital Transformation • Exel Computer Systems • Data Management
In the first feature from a recent white paper we published in partnership with Exel, we look at some of the critical components within such platforms and outline how the flow of data from each component is vital for modern service delivery.
In the first feature from a recent white paper we published in partnership with Exel, we look at some of the critical components within such platforms and outline how the flow of data from each component is vital for modern service delivery.
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.
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 Exel Computer Systems 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.
Platforms Are Key to Meeting the Demands of Modern Field Service
Across the last few years, we have seen a clear trend emerge amongst field service organisations. In the past, service contracts were often seen as the additional ‘sweetener’ bundled in to help drive product sales.
Then within the last decade, we began to see field service no longer viewed as a necessary evil but more a critical strategic aspect in revenue generation.
Field service operations that had for so long been deemed as cost centres across the industry made the move en masse to becoming profit centres.
However, today, as service delivery continues to evolve into a critical strategic revenue generator for many organisations, particularly those within manufacturing verticals, the industry is moving beyond the initial concept of service as a revenue stream and into more and more detailed discussions around servitization, outcome-based service contracts and a significant focus on customer success.
At the heart of these ongoing developments is the realisation that the silos between different business units must be broken down, particularly in terms of data flow and information exchange, if the field service operation is to be able to be a core driver in business success.
Indeed, regardless of whether your organisation is merely seeking to maximise efficiencies across the service operation or is moving towards a fully servitized business model, the need for effective flow of information and data across the wider business has never been more apparent.
In this white paper, which FSN subscribers can access in full, we shall put forward the case as to why the all-in-one platform approach can be far more productive in achieving a more seamless transfer of data and intelligence and why this is critical for effective and robust decision making.
The Benefits of Data Moving Through the Platform and Beyond the Silos
From reducing the cash-to-service cycle to ensuring a complete overview of both the customer and asset history that can be easily accessed at every customer touchpoint, a platform approach can reduce friction within service delivery and ensure you are meeting the expectations of your customers at every turn. In this opening section we shall look at some of the critical components within such platforms and outline how the flow of data from each component is vital for modern service delivery.
CUSTOMER RELATIONSHIP MANAGEMENT:
At the heart of every modern platform empowering service organisations to place the customer at the centre of their business lies the Customer Relationship Management (CRM) system.
Modern CRM should be capable of capturing and managing all interactions with your customers and prospective customers. However, a stand-alone application often lacks easy access to other crucial systems that provide essential, yet often nuanced information that could be the difference between retaining a customer through excellent service and losing a customer through a disjointed service experience.
The point of service is often when the customer needs you the most. It is when they are seeking solutions to an issue with the product you provide. Often in a business-to-business environment, the failure of one asset could quickly amount to hundreds of thousands of pounds in lost production capacity. This is the point where the service you deliver defines your organisation.
"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"
Customer touchpoints, be it a representative in the contact centre or an engineer in the field, need to be able to access all of the pertinent information to hand quickly and efficiently. The flow of data into the CRM is vital to empower them to control the situation and keep your customer at ease, knowing the issue is being handled effectively.
Modern platforms, such as EFACS (an Enterprise Resource Planning or ERP system) and Eagle Field Service (a Field Service Management or FSM system) provided by Exel Computer Systems, are designed to reduce system interaction required to access such critical information by allowing interrogation of other parts of the system via drill-throughs, reducing navigation through system menus.
As well as being vital during initial issue resolution, this can also become exceptionally valuable with follow-up connections, allowing users to gain insight into effective marketing campaigns, customer satisfaction and identify potential up-selling/cross-selling opportunities.
FINANCIAL TOOLS:
The biggest challenge for many service organisations, from the small to large, is often the delay in large cash-to-service cycles, currently, as we look forwards to a continuing uncertain economic outlook, cash-flow promises to be an ongoing challenge for all organisations.
This is another vital area where the platform can shine for service organisations.
Modern platforms should incorporate accounting modules that ensure accurate, real-time, cohesive financial management for your business. Such modules should be easy to use and provide high functionality and flexibility.
From a service delivery perspective, in-platform workflow automation can allow business procedures, such as producing invoices upon receipt of digital signature, to vastly increase operational efficiency. At the same time, automated follow-ups can ensure the prompt payment of invoices – again helping to reduce cash-flow challenges.
Similarly, the most significant cause of revenue leakage often relates to service provided outside of warranty not being invoiced correctly. By having a flow of data easily accessible by all users across the platform, this can be negated, ensuring out of contract service is charged appropriately and up-selling opportunities are realised.
SCHEDULING AND CASE MANAGEMENT:
When it comes to scheduling service engineers, again, having complete visibility of the various customer interactions and asset information is vital for effective management of the service cycle.
The ability to manage and schedule all planned maintenance requirements for the entire duration of the contract is a necessity. Having visibility into this can be crucial for the field service operations and other business units, including sales, marketing, and even research and development.
However, while the ideal is to move towards planned maintenance as much as possible, all service companies will still face reactive service calls. The capacity planning to allow for reactive calls is an essential element within an FSM solution. Ensuring this visibility in workforce management tools is another important aspect of the broader platform approach.
The connected platform allows dispatch agents to select the right engineer the first time, every time; if the platform offers an assisted scheduling tool.
Such tools allow users to schedule and manage calls, constantly monitor engineers’ diaries (updated by the mobile solution to reflect real-time changes) and have the ability to view optimum time slots and spare availability.
Similarly, Call Centre functionality is core to any business that needs to monitor and control after-sales service to their customers. Cases may be categorised and assigned a priority or service level. All correspondence and activities related to the case can be tracked, photos and records of problems can be stored, and correspondence relating to technical issues maintained.
Of course, each of these elements is an essential tool within their own right, in terms of ensuring efficient service delivery and driving customer satisfaction. However, the seamless data flow across these different aspects of the all-in-one solution allows a service organisation to truly deliver a holistic and connected service experience for the customer.
These are, of course, just a small selection of the tools that make up the average field service system. Many other elements may be included within such a platform, but similarly, best of breed alternatives may be available as stand-alone solutions. In the next part of this paper, we shall explore why adopting multiple best-of-breed solutions can be more challenging than a single platform.
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.
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 Exel Computer Systems 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.
Further Reading:
- Read more about Digital Transformation @ www.fieldservicenews.com/digital-transformation
- Read more about Data Management @ www.fieldservicenews.com/data-management
- Read more about Exel Computer Systems on Field Service News @ www.fieldservicenews.com/exel
- Learn more about Exel Computer Systems @ www.exel.co.uk
- Follow Exel Computer Systems on Twitter @ twitter.com/exelcomputersys
Oct 18, 2021 • Features • White Paper • Digital Transformation • IFS • Covid-19 • Remote Services • GLOBAL
In this final feature from a recent white paper published by IFS, we discuss the importance of thinking ahead about the role that technology can play in your business in the future.
In this final feature from a recent white paper published by IFS, we discuss the importance of thinking ahead about the role that technology can play in your business in the future.
This feature is just one short excerpt from an white paper recently published by IFS.
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 IFS 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.
With the rapid pace of change that we all acknowledge at play, it is important to be thinking not only about how to make the best use of augmented reality and remote assistance tools today – but to be thinking ahead to create a vision for the role the technology can play for your business’ future state. COVID made the value of remote assistance crystal clear, which I think will only spawn further use of the technology in the months and years to come.
So, what do we expect to see? One major point is the expansion in use of the technology across businesses. While these tools are often deployed for a point-specific purpose, this enables the value of the technology to be recognized within an organization and for use to become more pervasive. “Various ideas have been brought up through our innovation counsel about the future use of remote service,” says Scott. “Two of the most notable solutions were having technical advisors on large scale emergency scenarios remotely connected to provide eyes in the field and providing immediate support to our technicians from peers or trainers who may not be in the local area. The future of technology is growing at such a rapid pace, it’s truly hard to predict what’s to come but I feel we are on the tipping point of even larger acceptance of these innovative technologies.”
For larger-scale acceptance and use to occur, its likely that the technology needs to become more cohesive and seamless. “Over the next few years, I would hope the technology is able to catch up to the vision of self- service and remote resolution,” says Marlene. “Chatbots today are unable to provide the level of understanding to truly make a difference in self-service. I would like to see technology integrate and mature, providing a more robust interactive experience for the customer for remote resolution.” When you look at how a variety of technologies including remote assistance, IoT, AI, ML, knowledge management, and service management intersect, you see the immense opportunity for these tools to become more unified.
Pandemic-initiated travel restrictions have resulted in a recognition of exactly how productive and effective remote interactions can be, and this will drive the use of remote assistance and other technologies to permanently eliminate unnecessary travel. Companies who have used remote assistance as a stand-in and have achieved impressive results are looking for areas where it can become the standard process. We’ve looked at factory acceptance testing with customers, for instance,” says Roel. “So, we involve the customer in the factory acceptance testing without traveling. And that seems to be quite successful.” Whether internal travel of knowledge workers or situations like Roel mentioned with its customer-facing factory acceptance testing, there are certain applications where travel was the standard before that it simply just doesn’t need to be any longer. This isn’t to say that companies will look to replace all, or even most, travel with remote assistance and other tools – but it will certainly have an impact.
The Impact of Remote Assistance on New Talent
I believe in the coming years we will also see remote assistance play a significant role in how companies deal with the talent gap. The talent gap presents a major challenge for businesses across almost every industry and geography, and the value proposition of remote assistance is simply too strong to not be leveraged as a part of the solution – both as a direct training resource and to play a part in knowledge capture and transfer. “When we onboard our newer or greener technicians, we’ve grouped them into three training workstreams. We use baseline testing to assess which workstream they fall into: beginner or associate, intermediate, and master level. For anybody who falls into that first group, part of their onboarding and training is introducing them to remote assistance,” explains Gyner. “So, we give them the opportunity to have this technical resource to help them with diagnosis. Use of the tool drives scalability in terms of building a bigger knowledge base of recorded sessions in the LMS. You’ll see this knowledge grow in the next five years and it’ll also be enabled by IoT because the IoT may tell a technical resource, ‘Here’s the problem to begin with,’ and that technical person can get on the phone then with the customer or technician and say, "Okay, I’m seeing what the piece of equipment is telling me is the problem. Let me help you walk through how to resolve that’.”
Finally, remote service will be a key aspect of any company’s journey to Servitization or delivering outcomes. We’ll see use of the technology expand and mature as organizations work through the role remote service plays in their broader service strategy and value proposition. “We feel that we’re only scratching the surface with what we will use this for now and in the future. But I think one thing is that we certainly won’t go back to doing things how we did before,” says Karl. “We’ve seen situations where we’ve had to do an intervention and we’ve been able to provide very quick response. We’ve looked at this from a training point of view as well. Things are moving much more to a Servitization model so service is hugely important for us. We’ve been primarily a manufacturer, but now we’re looking to provide a solution. Our use of IFS Remote Assistance has been thought provoking, it’s given us a lot of ideas about how we can evolve and change."
This feature is just one short excerpt from an e-book recently published by IFS.
www.fieldservicenews.com subscribers can read the full e-book 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 IFS 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.
- Read more about IFS on Field Service News @ www.fieldservicenews.com/ifs
- Read more about Digital Transformation @ www.fieldservicenews.com/digital-transformation
- Read more about Remote Service on Field Service News @ www.fieldservicenews.com/remote-service
- Learn more about IFS @ www.ifs.com
- Follow IFS on Twitter @ twitter.com/ifs
Oct 08, 2021 • Features • White Paper • Digital Transformation • IFS • Covid-19 • Remote Services • GLOBAL
In this third feature from a series of excerpts from a recent white paper published by IFS, we look at how field service organisations can overcome the barriers to achieve remote service success.
In this third feature from a series of excerpts from a recent white paper published by IFS, we look at how field service organisations can overcome the barriers to achieve remote service success.
This feature is just one short excerpt from an white paper recently published by IFS.
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 IFS 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.
While remote service technologies can have a very positive impact for businesses that reach far beyond their obvious pandemic use case, the reality is that making proper use of the technology is not without its challenges.
First and foremost, companies must understand that augmented reality and remote assistance – like any technology – must be part of a broader, well thought out strategy to have the desired impact and to result in ROI. When you think about the primary use cases for remote service – better customer experience, knowledge transfer, increased speed and effectiveness of training – you can see that the technology addresses needs that demand innovation and alignment beyond one particular tool.
The technology you select needs to fit within this broader strategy and within your digital landscape. “One of the key steps to us selecting the best tool was to ensure we completed a thorough analysis and pilot with a wide range of skillsets involved,” says Scott. If you’re newly incorporating this technology into your business, Roel suggests starting with a function where you know you’re likely to have quick success and impact. “I would suggest starting with internal use first to test it and see that people get acquainted with it and then add customer support in as well,” he says. “Try out some of the different tools on the market. Get a few licenses, spend some hours, and make a list of criteria that you think is most important. For us, connectivity, ease of use, price, and integration with your existing field service management system were important.”
If you know at the outset that the tool will be used in a customer-facing manner, be sure to consider their experience from the very beginning. “Don’t pick the technology and then try and make the process fit,” cautions Marlene. “Think about the customer experience, what you want to get out of the service, your desired result, and how it best serves the customer, then match the technology to those requirements. Also, don’t think one tool will solve the issue, and you may need two or more tools to help facilitate resolution.”
The Criticality of UI
User interface is important, both for internal workers and customers. One of the positives for many of the solutions on the market is that they can be used along with your existing hardware and can be easily accessed by customers using a simple link, without the need to download anything. “All of our techs have an iPad and an iPhone and use the iPhone for remote service,” says Gyner. “Because blue collar workers may be technical repair specialists, but don’t necessarily like technology, so the ease of use is super important in the adoption.”
Keep in mind that user experience is impacted by more than just the UI of the tool you select. “Connectivity was a bit an issue for us and we found we couldn’t use the technology in every location,” explains Roel. “You need to ensure that bandwidth is sufficient for the video stream and we discovered something in our own network setting that caused us not to have such a good connection. So, be sure to do proper testing to remove that burden from your customers and ensure their experience is seamless.” The consensus seems to be that the technology is remarkably easy to deploy but can be a bit more challenging to gain full acceptance of to drive true adoption. “Remote Assistance was very easy for us to roll out,” says Karl. “In fact, actually, the hardest thing was the mindset change internally, with having colleagues start to use this and trying to think of the tool as a different way of working rather than seeing it as an additional tool within their toolbox to apply. We’re working to create some kind of governance structure about how it should be used, when should it be used and that has actually created a lot more thought about how we work now and in the future.”
“Adoption is a challenge because your more senior technicians see technology as a threat to their competency,” says Gyner. “You can get past that by discussing the ‘why’ behind your decision to use remote assistance tools. For instance, explain that in scaling the business you don’t want your workforce working 50- or 60-hour weeks; you want to help them do their jobs more efficiently to enable their success."
Remember that remote service isn’t just an adjustment for your workforce but can be for your customers as well. Some may welcome the opportunity to engage in a remote service interaction, but others may show some initial resistance. “It’s a mentality thing. All of a sudden, I go to my customer now saying I will first try that remote session. That’s an adjustment,” says Roel. “But many of our customers are asking for it. They realize it is helpful for them and easy to use.”
"The hardest thing was the mindset change internally, with having colleagues start to use this and trying to think of the tool as a different way of working rather than seeing it as an additional tool within their toolbox to apply."
Karl, COO of Smart Care Equipment Solutions
Tackle Change Management to Create Companywide Adoption
One of the points that comes up in many of my conversations is that promoting adoption of remote service technology can be a bit tricky because, at least currently, for most organizations it isn’t a mandated tool or standard part of the workflow. If it is being presented as something that is valuable, but optional, it is easier for those who prefer the status quo to stick with just that and simply let the tool sit. Of course, this particular challenge is negated if you get to a point where your service strategy is remote-first and therefore the process is required, but many companies aren’t there yet – or don’t plan to be.
Regardless of whether you’re presenting remote service as an optional “tool in the toolbox” or a required step in your service strategy, adoption is important and is touted as the number one challenge companies face in achieving remote service success. Therefore, it is imperative to think about how you’ll manage change related to the introduction, incorporation, or expanded use of this technology – and the broader strategy it is intended to enable. You also need to consider whether you want to take a more hands-off approach to adoption and allow employees to come around at their own pace, or if you want to put more specific measures in place to promote adoption and/or require compliance.
Enlist Your Change Agents
At FortisBC, the focus has been on finding and leaning in on internal change agents. “In my opinion, the key to success is to manage the change and have passionate team members who will push the project forward even in the face of challenges,” says Scott. “From what I have seen in our employees’ adoption it has been largely resistant to the changing work model. Part of seeing our success, however, has been having employees who can buy in and drive the change from the ground level.” While not unique to remote assistance, the concept of finding these internal change agents and empowering them to advocate for the change at the peer level proves impactful.
"We turned to remote service because we wanted figure out how we could bring the competencies of our trainers, who knew those pieces of equipment well, out to the field more quickly to drive down those callback ratios."
Steve Lowes, Construction Supervisor at Fortis BC Digital Services
At Munters, the company isn’t mandating use of the technology but is working hard to amplify its value and impact and to remove any barriers or objections to use and adoption. “We make the technology available at the central level, but we don’t demand its use,” explains Roel. “What we do focus on is removing their objections to its use – it’s too expensive, or whatever else it may be. We also focus on creating super users from which we gather feedback and make adjustments to show are listening and will continue to invest in the tool’s success.”
Gyner points out that in instances where you’re leveraging the technology between frontline and back office workers, you need to ensure that you have those resources aligned in the proper way. “I explained our use cases – for example, ice machines, for which a very small subset of technicians were represented in our pilot,” he explains. “If that’s what the use case is focused on, then the experts on that equipment needed to be available when the technician needs them. You can’t have a technician initiating a session and have no one on the other end to be able to help. If that happens, that is the moment when you lose his heart or her heart. As soon as there is an unavailability or an access problem, they just lose heart in adoption. Especially if they were already skeptical.”
For some, like Panasonic Heating & Cooling Europe, the experience of the pandemic has created a greater openness to change which may not remove but perhaps will minimize resistance. “The experiences of the pandemic, the working from home, the fact that the service organization had to find different ways to support customers, it has all shown us that different things are possible,” says Karl. “It helped us to see that this technology isn’t something necessarily to be afraid of but something that is a real game changer and something that we’re really only scratching the surface of what’s possible.”
This feature is just one short excerpt from an e-book recently published by IFS.
www.fieldservicenews.com subscribers can read the full e-book 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 IFS 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.
- Read more about IFS on Field Service News @ www.fieldservicenews.com/ifs
- Read more about Digital Transformation @ www.fieldservicenews.com/digital-transformation
- Read more about Remote Service on Field Service News @ www.fieldservicenews.com/remote-service
- Learn more about IFS @ www.ifs.com
- Learn more about IFS Cloud @ www.ifs.com/ifs-cloud-overview/
- Follow IFS on Twitter @ twitter.com/ifs
Oct 01, 2021 • Features • White Paper • Digital Transformation • IFS • Covid-19 • Remote Services • GLOBAL
In this second article of a series of excerpts from a recent white paper published by IFS, we analyse what role remote service will play for companies in the post-pandemic world when it comes to customer-facing use.
In this second article of a series of excerpts from a recent white paper published by IFS, we analyse what role remote service will play for companies in the post-pandemic world when it comes to customer-facing use.
This feature is just one short excerpt from an white paper recently published by IFS.
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 IFS 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.
Whether remote assistance was in use prior to the pandemic, put in place to persist through the pandemic, or is still on your company’s roadmap, the question at hand is what role remote service will play for companies from this point forward when it comes to customer-facing use.
We know that customers are demanding speed and simplicity, which remote service can certainly provide – but also knowledge and relationships, which often can be more effectively accomplished face-to-face. So, is remote service the new frontline of defense? For many companies, a remote-first approach seems to make sense. For others, there’s reluctance to migrate away from what has always been an in-person aspect of the business. There’s no easy or even right answer here, but it is important to consider the role you want remote service to play in your service strategy going forward and be sure you put measures in place to bring that desired state to fruition.
“To determine the best strategy for remote service, you need to identify issues that can be resolved by a customer, without parts, instructions, and have minimal resolution steps to follow. Then understand why the customer is either choosing to not resolve on their own and address those concerns,” suggests Marlene. “Is documentation lacking or not clear? Is the customer resistant to self-serve? Also start with a small pilot to discover gaps and areas of improvement prior to roll out. Understand what is in it for the customer to participate in remote services and communicate those benefits clearly to them.”
It’s important to keep in mind that augmented reality or remote assistance isn’t the only tool related to being able to deliver remote service, and remote service strategy needs to be considered holistically. This means looking across service functions, and across technology use, to determine how everything in play fits into your customer journey in the best possible way. Despite the best of intentions, fragmented use of multiple tools and processes – no matter how useful on their own – will not positively impact your customer experience, or your productivity. “At RICOH, we are now beginning a formal program for our shift-left work, including combining all of the remote resolution activities across the organization. This formalization will combine the people, technology, and processes, as well as integrate our quality management and knowledge centered services programs, into delivering a holistic approach to remote service and remote resolution,” notes Marlene.
There's No One-Size-Fits-All for Remote Service
Striking the right balance between remote and onsite service might involve exploring company use function by function and scenario by scenario. For Munters, remote service is proving to be a valuable first line of defense but is not in any way intended to detract from or replace onsite interactions. “In warranty cases specifically, it’s a process to start with remote service before you go onsite. I see a shift towards more remote service, but not just because of this solution. I see it because we connect our devices and remote management as a whole service offering. Meaning, I connect to the device, and I maybe include the customer to say, “Hey, I’ve seen this. Can you try this?” That combination might come to a better diagnosis and maybe a faster resolution,” says Roel. “That said, we are still very much an onsite visit company. That mentality is still in there, and it is important to consider the role this plays beyond the actual issue resolution. Customer visits are imperative for our technicians to have the relationship with the customers as a trusted advisor. During visits, sometimes technicians pick up on things that a customer might not be seeing or saying remotely. This is all very important. You can’t lose sight of the customer. It’s not your own efficiency and effectiveness that should be your priority; it is still the customer that is your priority. Finding the right mix of the two is what will make it you can work in an efficient way.”
Of course, in prioritizing your customer needs you have to realize what their specific challenges, restrictions, and objectives are and ensure your strategy aligns. “I think there’s a little uniqueness in how wide what we work on is. We work on thousands of different models and manufacturers of equipment because the kitchen is so diverse,” explains Gyner. “As a support mechanism or competency leveler, I see remote service helping this industry. The customer engagement with remote assistance, though, is more complicated in our industry. There’s a level of safety that is a real consideration. And there’s also the reality of how our customers are resourced and how this constricts them from engaging in remote service. They often have a limited workforce. If you go into a Chipotle, for example, there may be three to six employees working at any given time. To pull one of those employees off and put that expectation on the customer to engage in remote service isn’t entirely realistic. Their focus is on delivering the menu to the customer and providing a great guest experience, not having an employee fix a fryer.”
Opportunities for expanding the strategy certainly exist outside of customer involvement, however, in ways that still have a direct impact on customer experience. “Knowledge management is an area where we see a lot of opportunity. We want to record the remote service sessions, upload them to our LMS and attach metadata so that it is searchable by the technician and information can easily be found relevant to a wide variety of problems to speed resolution and help transfer knowledge from one employee to another,” says Gyner.
"That said, we are still very much an onsite visit company. That mentality is still in there, and it is important to consider the role this plays beyond the actual issue resolution. Customer visits are imperative for our technicians to have the relationship with the customers as a trusted advisor."
Roel Rentmeesters, Director of Global Customer Service at Munters
As you consider what your remote service strategy should look like, you should be looking for opportunities to automate inefficiencies and non-value add work so that the time you do spend onsite is maximized in impact. “Much of field service is not necessarily an efficient use of people’s time. In a country like the UK or like Germany, if you’re in a central city region, sometimes the longest part of the job can be just the driving to sites. We’ve found that it can be one or two hours driving to site if a technician is driving into London, for example. And actually, they know what’s wrong, sometimes within 10 or 15 minutes of being on site. And then it’s the same journey back home or back to the office, so it’s quite inefficient,” says Karl. “What we’ve started to use IFS for is to actually have eyes on to the equipment before we arrive and what we’ve been able to find actually by doing that is that very often, it’s not a warranty problem, it’s perhaps an installation issue or there’s a wire crossed over, something like that. So, what we’ve said to our teams now is that we must support the customer of course but let’s use remote assistance first, so that we can get the unit operationally quicker without the need to dispatch an engineer. It allows a quicker response and, it’s enabling us to do that in a more effective and efficient way as well. This is valuable for an OEM, because it’s very difficult to recover those costs once you’ve dispatched an engineer. Very often, it’s warranty, so it’s seen as free of charge because it’s a manufacturer’s issue. But in reality, it’s difficult to recover those costs when you’re on site, you’ve dispatched an engineer and then you’re saying to the installer or the customer, “I’m sorry, this is not a warranty issue and it needs to be paid for.” So very often, we will do it as a gesture of goodwill. Remote assistance enables us to achieve the same goodwill result without any real cost for us other than maybe a few minutes using the remote assist to aid the customer.”
FortisBC, on the other hand, doesn’t see an evolution to remote-first or for prioritization of remote service, rather views the technology as another tool at the technician’s disposal. “At this time, remote service remains a valuable tool in our technician’s toolbox, but we do not have any immediate plans to move towards a remote only strategy,” says Scott. “Remote service has helped us ensure our customers can still receive a high level of satisfaction in uncertain times through this pandemic and will remain a valuable technology to assist in service delivery post-COVID.”
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