Aberdeen On-Demand Webinar | State of Service 2019

3/06/2019 / Field Service / Katia Loboda

Watch the Aberdeen on-demand webinar ‘State of Service 2019’ to learn what it takes to be a best-in-class service leader.

With today’s tremendous increase in industry competition and overwhelming wealth of information available to modern day customers, service leaders are struggling to innovate as a way to differentiate through superior service experiences. More companies are altering their service strategies and look to emerging technologies to augment their service workforce and turn their cost center into a profit hub. Astea partnered with Aberdeen to bring you the State of Service 2019 on-demand webinar outlining the top challenges faced by today’s best-in-class service firms and what technologies and strategies they are using to overcome them.

Improving CX results is the #1 priority for service leaders

It comes at no surprise that with an increase in the competition pool and technology outlets, service leaders are striving now, more than ever, to attract and retain customers. In fact, in a survey of 369 participants, 53% agreed that improving customer satisfaction is the top priority for service leaders. But with technological advancements and customer demand in new and consistent experience across multiple different channels (e.g., mobile, social), managing service interactions across all channels has becomes more complex for traditional service providers. Savvy leaders are turning to robust field service management (FSM) software to improve service and empower their customers.

“Don’t make service pay lip service to CX; Weave CX within your DNA”

With a comprehensive FSM solution like Astea’s Alliance Enterprise, customers are empowered through the customer self-service portal with ability to tailor portal use to their specific preferences, scheduling convenient service times and managing communication with the service technician, ultimately allowing customers to become active participants in their service experiences.

The role of knowledge management in service excellence

Knowledge management plays a key role in efficiency and productivity of an organization and building a formalized and data-driven approach is essential. This means having a formal customer experience management (CEM) solution in place to assess the quality of a customer’s experience based on his viewpoints. This is an important investment since it provides vital information to a firm’s sales and marketing teams to effectively analyze customer behavior and cater to their specific needs.

37% of best-in-class firms have established a formal CEM program within their business plan, compared to 25% of all other companies

Best-in-class firms are increasingly adopting the latest technology such as artificial intelligence (AI), providing real-time data, giving employees the capability to resolve issues faster. In fact, 78% of best-in-class service leaders provide employees with real-time views of customer journey. Using data from historical customer interactions, the company can measure resolution trends and use data more intelligently in customer interactions, delivering effortless service experiences.

The role of contingent labor in modern service management

One of the greatest benefits of employing contingent workers is the flexibility that comes with it. Committing to only compensate service technicians for the work performed, allows the organization to be more cost efficient. Using automated dispatch and scheduling, service managers are better able to assign contingent workers to specific jobs based on their skillset, creating ultimate efficiency and eliminating over-staffing.

Technology advancements and workforce trends make it prudent for organizations to keep up with the times by transforming the new talent hiring, on-boarding and retention activities to align with today’s workforce demands.

With emerging technologies like machine learning and AI, tribal knowledge of retiring workforce and training assets can be captured and streamed instantly on a mobile device in the field. This allows service companies to successfully attract new contingent workers and get them on-boarded and trained with appropriate standards in service faster. AI allows for an easier way to manage contingent workers though skills assessments, performance reviews and rewards management. By using historical performance data and job performance patterns, companies are better able to train candidates and in turn match them with appropriate work orders.

Astea recently produced a whitepaper “Machine Learning and Field Service Management in Practice” to demonstrate how machine learning and artificial intelligence will impact the field service management industry. Best-in-class service providers understand the importance of implementation of the latest technology in creating an educated and efficient workforce who will ultimately contribute to greater customer satisfaction. 60% of best-in-class firms use AI-enabled real-time decision assist capabilities to help their employees with best action guidance, eliminating error and increasing first-time-fix rate.

Learn more about how best-in-class service firms are achieving results such as 40% YoY improvement in customer satisfaction rates. Watch the Aberdeen on-demand webinar now to learn:

  • Top objectives driving service leaders’ agendas in 2019
  • How to build and maintain a workforce to effectively address customer needs
  • How best-in-class firms use knowledge management to achieve service excellence
  • The critical role of contingent labor in modern service management
  • How emerging technologies like AI transform data into action

To learn more about how Astea can help your company differentiate through superior service experiences with your field service management solution, click here.

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