Dispatch Insights: Converting Insight Into Action
Dispatch Insights With Dispatch Insights, every interaction in your service network is transformed into data and placed at your fingertips, so you can convert insight into action. Knowledge, at a glance With best-practice dashboards and KPIs, consuming data is as easy for the executive as it is for the data analyst. Monitor customer satisfaction in […]
The Intersection of Customer Experience and Field Service
As long as we can remember, customer experience in the telco, cable, and PayTV space has been unbearably unpleasant. After scheduling a job, homeowners are left in the dark, wondering what is happening, if the technician will arrive on time, and who will be showing up. This is an issue… When customers are informed about […]
It’s Time The Home Service Industry Gets a Customer Experience Makeover
Customers today have become more demanding, or empowered, or a combination of the two–but one thing is certain: they expect a lot more from companies. Even when completing low priority tasks like ordering food, or searching for a movie, customers want zero problems and total transparency. Most industries have adjusted to these expectations by offering […]
#24 The Future of Machine Learning and AI in Field Service
We’re here today to talk with Bill Pollock about field service, machine learning, artificial intelligence, customer experience, 2018 trends, and everything field service enterprises should be aware of this year. Bill Pollock is President & Principal Consulting Analyst at Strategies For Growth, the independent research analyst and consulting firm he founded in 1992. Previously, Bill […]
Delivering on Quality Standards in the Home Service Industry
I recently attended my first International Franchise Association show in Phoenix and the one question I heard repeatedly from home service franchisors was: “How can we ensure that our franchisees are delivering our brand and quality standards on every single appointment?” Here are some answers: Training Helps Training is clearly one of the core […]
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 […]
#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 […]
