Charis Warchal
is an award-winning writer, strategic planner and corporate communications Vice President with a successful record of integrated program development, implementation, and evaluation.


Is Excellent Customer Service Really a Loss Leader, or Something You Can’t Afford to Miss out on? | ServicePower | Innovating Field Service
Service operations has traditionally been one of the most costly departments in any manufacturing, wholesale, or retail organization, especially the logistics of a complex field service organization. Considered a cost center that relies on revenue generated by sales and other parts of the business, it has always been the conventional wisdom that streamlining operations and cutting expenses is the only way to maximize profitability of service operations. In fact, according to Inc., “5% increase in operating profit margin equals a 20% increase in profit.”

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There’s more to efficiency than operational cost savings | ServicePower | Innovating Field Service
From the board room to the mail room, the drive is on in every company to cut costs and increase efficiency. Automating formerly manual tasks also reduces human error, and in a field service company, Mobile Workforce Management Software (MWFMS) solutions help manage operating costs in the face of these rising demands. For example, the expense of manually providing a exemplary level of high-contact service is prohibitive, e.g., locating and procuring inventory, managing assets, rerouting personnel, dispatching for second and third time fixes, managing work flow for multi-job projects, and working from inaccurate data.

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What it means to be customer-centric, and why you need to rethink your service delivery | ServicePower | Innovating Field Service
Unless your company is the only game in town and you have zero competitive pressures -- happens all the time, right? -- you know that you have to make your customers happy in order to retain their business.  That’s called customer service -- which used to mean the call center .... Now, thanks in large part to emerging technologies like the Internet of Things (IoT), Artificial Intelligence (AI) and Big Data, industry talk has evolved to a customer-centric “experience.” Does that mean you add voice response and a chat bot and call it a day?

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Connected Devices Enable Faster Service, Faster Insights – and Transform the Customer Experience | ServicePower | Innovating Field Service
The Internet of Things (IoT) is transforming the relationships between companies and their customers, and the digital revolution has only just begun. Delivering value to the customer has been redefined by user-friendly digital tools, immediate access to records and entitlements, and machine-to-machine communication. The best way to improve the customer experience is to ensure your service cycles actually serve the customer the way they want to interact with you, and today this means that the same mobile phone and internet technology in our daily lives is also driving business demands.

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Hands-off Customer Service Management Doesn’t Mean Unmanaged Strategy | ServicePower | Innovating Field Service
If there’s anything companies struggle to tame, it’s the customer experience. After all, the experience your customers have – especially when they have urgent issues and problems – drives their overall customer satisfaction. The explosion of everyday digital tools and communication channels has exponentially expanded the methods customers can use to contact you, commend you, mention your name, and relate their experience with you to a virtually unlimited number of people. Smart companies need to get behind the wheel to manage the customer experience and keep it on track for success.

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