Connect Customers, Assets and Technicians with Visual Communication
As Bob Dylan once crooned…times, they are a changin’. And they are changing mighty quickly in the field service industry.
All of your gray-haired technicians are getting ready to retire, and the youngsters are a whole new kind of technician. They have less skilled trades experience and don’t know your customers, but they are really good with technology.
Who else is retiring? That’s right—your best, most loyal customers. The ones who trust you completely after decades of doing business together. They accept your recommendations on a handshake and value their relationship with you.
Today’s commercial customers are getting younger. They are tech-savvy and prefer online communication. They value concrete data over relationships and expect an exceptional multi-channel digital experience from field service providers.
How will you adapt and adjust?
“A leader’s job is to look into the future and see the organization, not as it is, but as it should be.” –Jack Welch
Consider these statistics:
- Today, only 45% of service requests come in by telephone—that’s down from 70% just two years ago. That’s rapid change.
- 80% of CEOs think their company delivers a “superior” customer experience. Only 8% of their customers agree. A sobering thought.
- 68% of Millennial consumers have stopped doing business with a brand due to a single poor customer service experience. Translation: You must get service right, every time.
Future success in field service requires bringing today’s customer experience more in line with other digital experiences such as online banking, streaming entertainment, and online shopping.
Field service organizations also need to use technology to make it extraordinarily easy for customers to do business with you. That will require a more digital experience with visual communication.
The best solution? Give customers what they want.
Customers have already defined how they want to be treated and prefer to interact. Let’s use these same technologies to make our jobs easier, while delivering better service.
Best-in-class field service organizations are 72% more likely than peers to utilize visual collaboration tools (Aberdeen Group).
Connect customers to your workforce through the XOi Vision™ visual communications platform, and you will infuse the power of digital photo and video information throughout your job flow. Your techs can show customers the exact conditions of a job before work is performed and also document video proof the job was completely correctly.
Customers will feel knowledgeable, powerful and confident to make decisions. You’ve delivered a service experience that is miles ahead of your competitors, as customers were able to watch the entire project unfold from their mobile phone or computer.
That’s the kind of customer experience that knocks their socks off. It will also drive more revenue, and we’ll cover that in Part II of this series.