How Field Service Management is Impacting Customer Service

How Field Service Management is Impacting Customer Service

With more people ordering services online, there has been a demand for flawless communication between the team in the field and the warehouse. Online stores like Amazon have been able to meet the large volume demands of consumers because of the field service management system they have in place. This has been vital in customer satisfaction. Clear communication between the field and warehouse has guaranteed the growth of online businesses.

Field Service management is becoming the new buzz word in logistics. If you are keen to look for a vendor, you should consider Orangekloud for your Delivery Service App vendor. They specialize in a wide range of app development and you can be sure of their work quality. Visit their site today.

In this article, Leah Readings discusses the technology that has transformed field service management.

How technology has transformed the delivery of services

“Odds are you’re carrying one of the most powerful computers in history in your pocket. Something that used to fill massive rooms can now be held in your hand and carried almost anywhere, and this technological advance is having profound effects on our everyday lives; from how we communicate to how we do business.” read more here

Smartphones and tablets are some of the devices that have changed service delivery. They have made it easier for the warehouse and delivery personnel to communicate should there be any challenges or to confirm completion of the assigned task. This allowed for parallel communication between the office, the delivery personnel and the clients. There are several apps and soft wares available to support field service delivery. The office can keep track of the movement of trucks while clients track their orders.

In this article, Amit Tiwari discusses the future of field service technology.

Changes expected in field service management

“The Jetsons is a futuristic cartoon series that used to air in the 1960s. The Jetson Sci-Fi city featured flying cars, holograms, and robots. In the show, the Jetsons used Artificial Intelligence before we ever imagined its existence and communicated through video chat. No one expected the future to look like that back then. Even now, some of us are still skeptical about some of these things.” read more here

Technology is changing at a breakneck speed. It has become essential for all businesses to adopt the changes if they are to stay ahead of the game. The field service industry has for a long time been left behind. Fortunately, since many companies in field service started adopting technology to improve service delivery, service delivery has improved. This has led to the evolution and adoption of better field service management systems. Some of the expected changes in technology include the Internet of Things (IoT). Companies are now proactive. They are conscious of possible challenges that could arise in service delivery.

In this article, Danny Wong discusses some of the challenges in field service delivery and how technology has helped overcome some of them.

The value of field service management

“For most organizations, efficiently managing a team of service technicians is one of the most operationally complex tasks. Because it involves so many variables, which until recently had to be logged, monitored, and controlled by human labor, it took a significant amount of time and precision to keep track of all the unpredictable changes that could occur at any time.” read more here

Before the introduction of technology, field service faced several challenges. There was often a disconnect between the warehouse and delivery personnel. This affected the quality of service which affected the productivity of the business. Since companies embraced technology in field service, the quality of service offered has improved. Technology has helped to minimize errors and improve communication between the warehouse, and field service agents. It has now become more antural for the office to keep track of the movements of the field service crew. As soon as orders are fulfilled, the field service personnel send confirmation, and the office follows up with any aftersales service available.  

It has now become easier for companies like Amazon to communicate with clients on the expected time and date of delivery. Should the service delivery personnel encounter challenges with a particular route, they communicate so that any changes are accepted and approved by the office. This has reduced confusion and misunderstanding between the field service personnel and the warehouse personnel. Companies have also been able to use available software to pick the best possible routes to reduce costs and delays, especially during peak hours.

Leave a Reply

Your email address will not be published. Required fields are marked *