The field service market is changing. In fact, you could argue that it is undergoing something of a revolution. Certainly, the industry as we know it today will look very different in just a few years. And, while technology is undoubtedly making change possible, it is people that are driving it forward.
As such, it’s vital that leaders across the sector understand what is happening, and what they need to do to future-proof their field service businesses.
Changing customer expectations
Customer expectations are higher than they have ever been. As consumers, we know that companies like Amazon can get orders to us within a day (or even a few hours!) and, as this becomes the norm in B2C, business customers are starting to demand the same level of service.
So, doing things the same old way, because that is what you have always done, is just not good enough. Disruptors across the world are setting new precedents for what is possible – both in terms of customer service and efficiency – so you must keep up.
The good news is that it is possible to set the standards for your industry. Indeed, with service management technology, you can help your organisation to streamline its processes and achieve greater efficiency across the board. And crucially, you can do this without having to increase the size of your workforce.
Demands for more personalised service
It’s not just about how quickly you can do things. Customers are also demanding more personalised customer experiences. They expect you to provide non-generic services and more proactive customer support.
With service management software, information is collated centrally and shared. So, you gain a deeper insight into each customer’s needs. And this empowers you to tailor your service and support accordingly. What’s more, service management technology can also take over more basic automated customer service tasks; freeing your support staff to deal with more complex issues and provide a more proactive service.
Changing employee expectations
The right technology and processes lead to more satisfied customers. But there is another people-focused benefit to deploying service management software – and that’s happy employees.
Crucially, by the middle of the next decade, Millennials will make up 75% of the workforce. With all the evidence showing that those who work flexibly are happier, healthier and more productive than those who work fixed, rigid hours, this new generation wants very different things to their parents.
This could damage field service companies that don’t acknowledge and adapt to this changing phenomenon. Especially as many of the people who make up the current sector workforce are reaching retirement age. And, of course, this brings the additional challenge of a loss of skills and knowledge.
In response, field service companies must now re-imagine their field workforces to ensure they don’t become obsolete in our new reality. This includes things such as:
- Embracing cloud-based service management software that can be accessed and used in and out of the office and which allows for more flexible working models
- Providing technology that allows workers to tap into resources and access and share knowledge when needed
- Provide access to technology that works. Millennials are digital natives and if you don’t provide them with the tools they need to do their jobs, they will soon find an employer who will.
In uncertain economic times, service businesses are often reluctant to shake things up. But with the ability to succeed and thrive dependent on being able to adapt and respond in a new digital age, doing nothing is not an option.
For more information on how our software can help your digital transformation journey, contact us today for an informal chat.