The ecosystem of Field Services is digitising and customers expect more personalized and quick digital service solutions. With everything happening online and remote, your agents may be the sole face of your company for your customers. Therefore, your Field Services can't stay behind. Grow more lifetime value by leveraging the human experience with data and deliver outstanding service.
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The Field Service ecosystem
Even though many companies are on the road to use digital technologies more effectively, the Field Service ecosystem still doesn't use knowledge on customer data and product information efficiently enough. Both customer and company often lack knowledge on the problem and each other. By digitizing Field Services, companies efficiently anticipate better to problems and are better able to predict logistics engineers, locations and timeframes.
Guided by data
To transform to a next generation Field Service, your company needs a 360-degree view of your customer and assets. Data from all departments and processes need to be integrated with the customer and product information. Increase knowledge about how products are used with integrated data, about customer touch points and insights from e.g. sensors on the product. This enables your field force to transform into customer services by implementing a more human-centred approach.
Riding the wave of digital disruption
We have identified five key themes, or disruptive characteristics, that lead the way in digitisation:
- Personalised and proactive
- Distributed complexity
- Integrated ecosystems
- AI omnipresence
- Workforce redefined
Transform your Field Service
In our Point of View article about the Future of Field Service you can read more about these themes and digitisation in depth. When you are ready to ride the digital disruptive wave, contact us and we will discuss what steps you can take to transform your Field Services.
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Get in touch
Jeroen Panken
I joined Deloitte in 2007, helping clients with Customer Service and Customer Engagement challenges. Over the years I have specialized myself in the area of 'Next Gen Customer Service' digital transformations in the Private / Manufacturing Industry. Outside Deloitte, my passions are (water) skiing and renovating our 1930s city villa in the center of Eindhoven in which our three children can have a great childhood.