Scaling Service: Why Enterprise Contractor Management Needs Service Orchestration
Managing third-party contractors introduces significant challenges—especially as businesses scale. Coordinating multiple providers across job sites and systems often leads to inefficiencies and puts the customer experience at risk. Without visibility into your contractors, poor service can go unnoticed until it’s too late. In fact, over 50% of consumers will switch to a competitor after just […]
Streamlining Service Providers with Dispatch: 2024 Year in Review
What’s this article about?: In this 2024 year-in-review, discover how Dispatch transformed service provider management through key innovations like Dispatch Recruit, enhanced scheduling tools, and route optimization. Learn how leading companies reduced service call volume by 20% and improved scheduling efficiency by 21%, and explore how these advancements are streamlining service provider networks across property […]
The Growing Challenge of Recruiting and Onboarding Contract Workers in Diverse Enterprise Operations
In the modern economy, enterprises across various sectors—including home services, logistics, retail, and more—are increasingly dependent on a distributed network of independent contractors to meet their operational demands. This reliance on contract workers is driven by the need for flexibility, cost efficiency, and the ability to scale operations quickly. However, as this model grows in […]
Empowering Service Providers: Better Field Service Management Software for Manufacturers
Field service management (FSM) software strengthens partnerships between manufacturers and service providers by making collaboration easier and more transparent. The right software ensures both sides work smoothly, with clear communication and consistent quality on every job. Article Highlights: Understanding Field Service Management and Its Role in Strengthening Partnerships Effective FSM software fosters collaboration by providing […]
Business Impacts of Customer Experience
We’re living in a consumer-first era. The rise of instant communication, constant connectivity, and wide-reaching aggregators for product and service reviews, means an unprecedented shift in both buyer power and buyer expectations. Long gone are the days of truely discrete products with exclusive, rarified features. Dependable customer loyalty has virtually vanished as consumers can make […]
#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 […]
#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 […]
#18: Why Enterprise Customer Experience Begins with Technology (Jamie Smith, ServiceMaster)
Today, we’re learning how Jamie Smith, the Senior Vice President, and CIO at ServiceMaster, a Fortune 1000 company, thinks about and approaches customer experience. Jamie was named the senior vice president and Chief Information Officer in 2015. As CIO, Smith is driving ServiceMaster’s IT strategy, services and operations, and aggressively delivering innovative and transformational solutions […]
#17: Why Having a Remote Culture Improves Customer Experience (Nick Francis, Help Scout)
Company culture plays a large role in delivering memorable customer experiences. If everyone is bought into the mission, you’ll have an easier time creating surprise and delight moments. Plus, it will be easier to stay close to the customer’s needs and wants. In this episode, we’re interviewing Nick Francis, the CEO of Help Scout, a […]
