seconds 12 The average human attention span in 2000


seconds 8 The average human attention span in 2015


them with the right tools and technologies to be sales heroes as well as install-it, build-it, fix-it experts. Use your field service technicians as your front-line sales guys. Maximise those closely developed relationships by teach- ing them to up-sell and capture customer attention and loyalty on-site, in person.


2


Problem: Customers expect a completely engaged field service transaction


Solution: Uberise your offering to the best of your ability


ComScore reports that, on average, 65% of consumer digi- tal media time is spent on mobile devices. Customers now expect that the experience they get with Uber will translate into field service. They want information at every stage of the service lifecycle, including faster resolution times and more in-depth information about their parts and processes. They also expect reviews to prove you’re trustworthy. Provide customers with a constant information stream


from appointment to service to invoice with a robust field service management solution. Send your customers a link to a customised portal that allows them to track their technicians and stay up-to-date. Provide customer sur- veys onsite or after the field service interaction to close the feedback loop and improve your performance. Make your customers feel empowered at every stage of the service lifecycle by providing them with more options when it comes to their schedule, appointment windows, service offerings and add-ons.


3


Problem: Instant gratification means no margin for error


Solution: Mobility is the answer


First-time fix rate is imperative to customer satisfaction as well as maximised service margins. Short attention spans translate into higher expectation when it comes to infor- mation. The customers expect field service organisations to know where their field techs are at all times and be able to report arrival times, traffic delays, and more. On-site,


18 IFS WORLD


seconds 9


The average attention span of a goldfish


they expect field technicians to have the materials and expertise to accomplish tasks on the first visit. Enabling your workforce with a mobilised field service


solution ensures success. In their 2016 Mobile Enterprise Applications survey, Frost & Sullivan reported that a mobile solution increased competitive advantage by 55% and enhanced customer engagement by 52% for enterprise users. The best field service organisations embrace mobil- ity as part of a larger digital transformation process that needs constant re-evaluation and updates. As your organ- isation moves to embrace and adopt new technologies for increased efficiencies like IoT, a strong mobile strategy is imperative to continued success.


The future of field service: speed, agility, information


The world has changed forever. It’s not enough to just sell a product, and then provide service if something breaks. Customers expect more. This goes hand-in-hand with diminishing attention span. Even the process of evaluat- ing and buying a product has changed dramatically. Products are often commodities or commoditised. Product margins can be quite thin. There is very little dif- ferentiation in the product features themselves. How many of us have gone to a retailer, looked at a possible product for purchase, and then shopped around for price (on our phone) while still on the retail floor? Many of us have also looked at rating services on products or services, sometimes while talking directly to a sales person. Convenience is key for buyers and oftentimes it is the


aftermarket service that becomes the competitive differen- tiator. Who wants to be bothered to make the phone call when raising the issue on their mobile device is the pre- ferred method for reporting a problem? Better yet, who wants to deal with that; why can’t the product figure out when it needs service? Thanks to the reducing attention span and the need for instant gratification, the process of buying has changed, the criteria for product selection have changed, and the expectation for aftermarket service has changed. Are you ready to embrace this transformation in your organisation? n


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