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Modernizing Field Service to Meet Today’s Customer Expectations


Field service businesses across sectors are facing a wave of disruption. Gen Y were born into an era of digital convenience, and are today’s largest growing customer segment. Meeting their expectations for service speed, convenience, quality and cost is incredibly challenging. However, a new class of digital solution, the orchestration platform, is showing incredible performance for leaders ready to commit to improving their field service management.

Meeting The Modern Customer’s High Expectations

In the Era of Amazon and Uber, customers expect unprecedented levels of flexibility, speed and transparency.

Can’t make an appointment? They expect to be able to reschedule. Is it raining outside? Customers want to wait in a nearby McDonalds, and receive an automated notification when the roadside assistance technician has arrived. They also expect shorter service windows, and the ability to rate any service provider following a service call. They expect to be heard.

Field service providers must be able to meet these expectations across every touchpoint, from their call center, mobile app, website, support, chatbots, and more. Customers expect reasonable promise windows and to be updated in real-time as their service appointment nears.

While a patchwork of point solutions can address some of these requirements, this setup requires constant maintenance and often fails to scale.

Digital orchestration platforms, also called delivery orchestration platforms, provide the unique ability to manage the entire customer flow, while improving both agility and cost-efficiency.

Improving Agility & Efficiency

Traditional supply chains operations utilize distinct resources for on-demand delivery and scheduled services.

In contrast, modern logistics management software offers solutions for both, using a unified resource pool. The key to their success lies in their ability to translate complex logistical challenges into data-driven, automated decisions, at scale.

For example, delivery orchestration platforms now offer integrated, automated dispatch and routing. These solutions take a diverse set of criteria into consideration. A single service call to repair a laptop screen requires the technology platform dozens of parameters into consideration, including: technician availability, location and suitability – vehicle availability, location and suitability – inventory location, cost and availability – current schedules – the cost to serve – customer data (e.g. customer subscription package and renewal date) – external or contract resource options – time in transit, time to park and time on site – and more.

Offering the optimal balance of agility, quality and efficiency requires a remarkable amount of data, and a unique set of technologies.

Dispatch and routing is just one example of how Orchestration platforms are using data to transform service organizations at every level. Customized, intuitive mobile applications expedite technician onboarding, enforce process compliance and improve operational efficiency. Automation and real-time visibility free dispatchers and support staff from unnecessary busywork. Real-time performance insights help executives make informed business decisions. Every stakeholder and node in the logistics chain benefits from improved coordination, visibility, collaboration and efficiency.

Digitizing Field Service Management

Facing growing complexity, field service leaders are increasingly turning to digital transformation, and more specifically to orchestration platforms as the optimal solution to meeting growing market demand.

The principle is clear: when you digitize and connect every element of your field service management and operations, optimization and automation become a matter of data science.

When you apply the right models, modules and logical components, from machine learning to neural networks, there is no limit to your ability to improve and grow.

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