The Future of Field Service Engagement: Customer Portals
Intelligent consumer portals empower field service customers by allowing them to be a part of the process rather than feeling like they’re just the next service call in the queue. Consumer portals enable technicians to be more effective and more transparent, automatically relaying information which helps improve first time fix rates, as well as information related to location and arrival.
What is the Experience Economy?
The experience economy has a direct relationship with a service delivery model built upon transactions between field technicians and customers. Field Service operations need to ensure that field technicians attend to customer needs. Look for new ways to exceed customer expectations at each field visit. Create a consistent, and consistently good, brand experience for each customer.
Direction of Field Service Industry
Over the past couple years, the analysts have been a harbinger of sorts, calling for the age of the customer experience and it appears that trend isn’t slowing anytime soon. In fact, with many companies making systematic changes in how they do business to enhance the customer experience, it’s now clear that the age of customer experience is no longer coming, it’s here. Predictive analytics offer field service managers a view into a probable future enabling them to modify their behavior to achieve their desired end.
Ensuring Life’s Good for all US LG Customers
ServicePower will deliver multiple solutions for LG customers. Its smart scheduling solution, for example, uses artificial intelligence-based scheduling logic to improve LG service operations. This system upgrades LG’s field service management toolset, allowing LG to flexibly dispatch appliance service providers through a user-friendly system, vastly improving the customer experience. The warranty claims management solution improves control of warranty costs, protecting LG warranty reserves by ensuring that valid claims are automatically approved and paid in a timely fashion.