Practical Advice for Managing 3rd-Party Contractors
In part one of this post, we’ll briefly explain the challenges of managing your 3rd-party network. Then, in part two we’ll get prescriptive, offering you 5 useful tips for overcoming these challenges. If you choose to implement these best practices, you’ll be able to effectively leverage your 3rd-party contractor network and better serve your customers. […]
How Mobile Technology is Driving Quality Experiences For Third-Party Technicians and Homeowners
The use of mobile devices has forever altered two things: – Customer experience – Customer expectations For every field service enterprise, seamless communication between third-party technicians and homeowners has tremendous benefits. After working with these types of enterprises, we’ve seen a dramatic reduction in a handful of key performance indicators. Those being, “no-shows,” improved scheduling […]
How to Achieve Field Service Excellence with Your 3rd-Party Network
According to the Aberdeen Group report, Field Service 2016, about 20% of all service technicians dispatched by home service companies are 3rd party contractors (independent contractors/1099 workers). These 3rd-party contractors provide service companies with workforce flexibility, expanded geographical reach, and enhanced technical expertise. In fact, the Aberdeen Group notes that the “best-in-class” field service companies […]
#23 How to Standardize Customer Experience as a Franchise
Because of the complex franchise model, there is little to no visibility into the performance of the franchise network. From our research, many franchises face these same three challenges: Inconsistent brand and customer experiences Disparate technology solutions A frequent disconnect between the franchisor, the franchisee, and the customer. However, every once in a while you […]
#22 What Makes Successful Digital Transformation?
Today, we’re sitting down with Michael Blumberg (President & CEO of Blumberg Advisory Group) to discuss why digital transformation is one of the hottest topics within the field service space. In our conversation, we break down: The typical barriers a company faces when trying to digitize their business. How enterprises can push the adoption of […]
#21 The Customer Experience Strategy from a Gartner Magic Quadrant Leader
Today, we’re sitting down with Donna Williams (VP of Customer Success) to review the proven customer experience strategy that Mendix uses. This strategy has helped them become the leader in Gartner’s 2017 Magic Quadrant for Enterprise High Productivity Application Platform as a Service. In today’s discussion we talk about: Why “Time to Value” is the […]
#20: Connecting Customer Experience to Business Strategy (Justine Jordan & Taylor Davis, Litmus)
Today, we’re sitting down with Justine Jordan (former VP of Marketing) and Taylor Davis (Customer Support Manager) to learn how Litmus – the leading email testing platform – is connecting customer experience to their overall business strategy. In 2015 Justine was named “Email Marketing Thought Leader of the Year” by Direct Marketing Association and is […]
How Augmented Reality Will Change the Field Service Industry
For decades, augmented reality has inspired countless dystopian novels and movies. The portrait has painted a futuristic life, where any web-based file can be accessed with a simple blink, swipe, or movement of our body – think Minority Report. That futuristic vision was brought to life in 2016 when Pokémon GO took the world by […]
Using Big Data to Improve Customer Experience and Loyalty
As technologies have evolved, one of the most common expressions used today is “You can’t manage what you can’t measure.” While an increasing number of service companies are ditching their manual processes, pen and paper for connected and digital experiences, there are still quite a few who have not been able to accurately handle and […]
#19: How to Make Unmemorable Experiences Memorable (Renee Cacchillo, Safelite AutoGlass)
Today, we’re learning how Renee Cacchillo, the SVP of Customer, Brand, and Technology at Safelite AutoGlass thinks about and approaches customer experience. With more than 15 years of experience, Cacchillo’s background includes delivering results in fast-paced, consumer-focused businesses such as Bob Evans and Mimi’s Café Restaurants, Bath & Body Works/Limited Brands, Hallmark and Dillard’s Department […]
