We have all experienced the usual irritation: “A service person will come to your house between 9 am and 4 pm.” In our personal lives, that can mean frustration and inconvenience. For businesses, the wide window of uncertainty can add up to real money in lost productivity.
Both situations can be lost on customer confidence and satisfaction. As marketplaces become increasingly competitive, those agitations may be enough to push a customer to look elsewhere.
“Field service can, and should, be a revenue-generating, strategic differentiator for your organization,” said Bulent Cinarkaya, vice president of field service management for ServiceNow.
The role of field service professionals
It’s important to remember how customers view great experiences. For most, a great experience is one that is effortless: the service is delivered easily and smoothly without surprises.
In general, the most powerful deliverer of that great customer experience is a field service professional.
These are the people who face your organization outside your physical or virtual walls. They are 100% in the customer field — whether at home or in a business. These include equipment installers and maintainers, as well as healthcare providers and financial consultants.
Field service workers are the eyes and ears on the ground. They listen, observe, and communicate back insights that allow you to meet and anticipate your customers ’needs, and grow your business.
Empowering field workers
How do you empower your field to consistently keep you in the best way with customers? It starts with a foundation that can strengthen every element of your field service operations: a technology platform that can make work easier and more efficient for everyone — manager, dispatcher, field worker, third-party contractor, and cross -functional team.
To do this properly, your tech platform must tap into process automation, artificial intelligence (AI), and low-code tools to work in new ways and evolve as your systems evolve. needs.
Reaping the rewards
On average, a single system of operations can yield a 310% return on investment, according to a ServiceNow-commissioned Forrester study.1 That return is driven by more flexible and muscular processes that unify and fully focus your field efforts on customer satisfaction. For example:
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Antares Vision customers are requesting high -value service level agreements.
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Avarn Security is driving higher technician productivity and happier customer interaction in a single system of operations.
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Tunstall uses automation to provide world-class service.
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university of Princeton is realizing “significant operational efficiency” which, in turn, serves its customers better.
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Jigsaw24 works smarter, which helps it keep customers more fully informed.
Click the image below to see an infographic exploring how ServiceNow® Field Service Management can help you deliver conflict-free experiences.
Accessibility note: The infographic is transcribed at the end of this blog.
Transcript of the infographic
Field service experience
The next big difference for your business
Your customers rely on field service experts to make things happen and fix issues the first time.
Your business relies on them to deliver the kind of service that builds strong relationships and supports revenue growth.
ServiceNow Field Service Management (FSM) helps you:
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Reduce costs and increase revenue
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Retain, recruit, and onboard the best talent
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Put safety first
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Be proactive and predictive
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Strengthen contactless service
We empower organizations to deliver exceptional-only, conflict-free experiences to customers and employees.
Reduce costs and increase revenue
Get field service from cost to value creation. ServiceNow FSM allows you to adapt, change, and grow in speed and size.
“Customers are happy … and asking for high -value service level agreements.” – Alessandro la Greca, Technical Service Manager, Antares Vision
Retain, recruit, and onboard the best talent
ServiceNow FSM simplifies the job, so employees feel valued and stay longer. It also helps you capture and share the experience of a retiring worker.
“We appreciate the close collaboration with the ServiceNow FSM team … and their commitment to continuous improvement.” – Adam Ouellette, ITSM Process Specialist, Princeton University
Put safety first
With enhanced monitoring and step-by-step safety guidance, ServiceNow FSM enables you to meet expectations and regulations and gives you peace of mind.
“ServiceNow FSM helps us increase the productivity of our technicians and improve customer satisfaction.” – Kjetil Kaarstein, Department Manager, Custom Development and Integration, Avarn Security Norway
Be proactive and predictive
Using predictive analytics, machine learning, and AI -powered process automation, ServiceNow FSM helps you anticipate and meet your customers ’needs.
“ServiceNow helps us provide a world-class service.” – Mikael Kluger, IT Support and Services Operations Director, Tunstall Nordic
Strengthen contactless service
Powerful self-service tools and innovative technologies such as augmented reality support both physical and virtual field service needs.
“Xerox and CareAR are partnering with ServiceNow to adapt the way we serve customers, using AI to help enhance the customer experience.” – Steve Bandrowczak, President and Chief Operations Officer, Xerox
Improve scheduling and usage
ServiceNow FSM matches skills, availability, and location for dynamic, automated scheduling that reduces travel and costs and increases productivity and customer satisfaction.
“We realize significant operational efficiencies in our FSM and mobile app implementations.” – Adam Ouellette, ITSM Process Specialist, Princeton University
Empower people to do their best work
Optimize processes and give all the visibility they need. With ServiceNow FSM, people can be efficient in their roles and focus on high value work.
“ServiceNow makes the administration so much easier … I have more time for the customer and the fun part of my job.” – Dion Olie, Field Service Engineer, Scheidt and Bachmann
Improve communication
The FSM mobile app provides visibility to the entire team, making it easier for teams to collaborate. ServiceNow provides the insight you need to keep customers in the loop with advance warning and accurate updates.
“We’re working faster and smarter with ServiceNow, keeping our customers informed more effectively and more often.” – Ross Buntain, Director of Operations, Jigsaw24
“Field service can, and should, be a revenue-generating, strategic differentiator for your organization. And we’re here to do that.” – Bulent Cinarkaya, GM of Field Service Management, ServiceNow
Read our ebook to find out more.
1 The Total Economic Impact of ServiceNow Field Service Management, Forrester, December 2020
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