They can really be quite very proactive about getting a diagnosis, understanding the nature of the problem before they decide anything. The empowerment of the customer is a really big part of this, in that they don't have to just wait until somebody knocks on their door and rolls up to see what's happening. Capabilities such as remote assistance and self-service scheduling are a response to customers expecting better engagement, as he explains: The broader picture is the universally felt need for organizations to be agile and respond to change, which includes meeting customers where they are and working more collaboratively. Paul Whitelam, SVP & GM of Field Service Management at Salesforce, highlights several trends affecting the industry that the announcements speak to, ranging from concerns around compliance and data privacy to an ongoing skills challenge. Salesforce is announcing new features in its Field Service offering today to help businesses keep improving the efficiency and responsiveness of their service operations.
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Have you ever had an engineer turn up to install something in your home and they've discovered something else should have been fixed first? Whether it's a broadband connection, solar panels or a smart meter, the rising complexity of our homes, offices and factories today demands increasing sophistication in how field service teams are managed, and businesses have to keep pace.
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