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Enhancing customer experience with connected devices in the field

October 18th, 2018
Did you know that only 12% of organisations with field service workers are ‘very satisfied’ with the technology they use?

It’s a shocking statistic, especially as field workers are crucial to achieving two corporate goals: growing the profits of the company and strengthening the customer experience.

Field service workers are often the face of a company, so keeping the customer satisfied is the primary target. Enabling workers with the proper skill sets to satisfy diverse and unique customer requirements and engendering customer loyalty rank highest as current priorities is key.

Making processes more efficient, generating new revenue opportunities, and employee training are also significant issues.

To find out how organisations are managing their field workers, BlueStar partner Honeywell asked 324 logistics managers about the challenges they face in managing field staff. This included the tasks and responsibilities their field force is being assigned, mobile devices and technologies being used by field service employees, and their company's adoption and handling of an Internet of Things platform.

In addition to the 12% who were ‘very satisfied’ with their technology, just over 40% of respondents were either dissatisfied (8%) or were neither satisfied nor dissatisfied (33%). In short, as important as field workforce processes are to customer satisfaction and profit potential, there is room for improvement when it comes to the devices in the hands of these professionals.

However, the majority of respondents report they will either maintain their level of investment in mobile device solutions over the next 12 months (46%) or will increase it (48%).

Some of the top technology niches that respondents indicate they will be adding during the next 24 months include industrial-grade tablets, mobile bar code printers, wearable computers with ring scanners and radio frequency identification (RFID).

The survey indicates that organisations see mobile device and IoT technologies as a way to strengthen the customer experience. Meeting customer requirements is seen as the top challenge for field workforces, while maintaining customer trust is the leading quality desired from field workforces.

Excelling at customer service in the connected world is about bridging physical processes such as field service and delivery with systems for order fulfilment, sales and order promising, and workforce management.

With the right devices and mobile data capture technologies in the hands of service, delivery, and field sales workforces, companies can better blend the challenges of the physical world with digital systems.

This means that commitments are met, added products and services can be sold, and installed products will perform optimally for customers throughout their entire life-cycles.




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