The ability to manage your services operations is becoming increasingly complex with every new innovation in technology, as well as through the introductions of endless new systems, equipment and devices that are continually defining – and redefining – the global services industry. For many services organizations, the new and expanded market potential coming from the proliferation of smart consumer products and in-home devices may look quite promising – but it also comes at a cost, along with new levels of complexities that they may never have experienced before.As products become inherently smarter so must the services organizations themselves in order to provide the levels of service and support that their customers demand. However, not only are customers becoming more knowledgeable about what levels of support are potentially available to them, but their expectations for seamless service and support throughout the entire Customer Journey are becoming more demanding as well.
As such, supporting the Customer Journey today involves much more than simply providing maintenance and repair services for the products that consumers buy. It also requires a comprehensive approach to providing them with seamless support throughout every facet of the product lifecycle following the sale – from product registration and warranty support; to onsite, remote and/or self-service support; to preventive maintenance – all the way through product upgrades and add-ons, and end-of-life product replacement and disposal.
Therefore, it is critical to be able to choose the right FSM solution moving forward by making certain that it is powered by the most current technologies, functionalities and technical support capabilities (e.g., the IoT; Artificial Intelligence, or AI; and other emerging high-tech tools and resources).
The historical service and support delivery experience has now transitioned itself into a full-on Customer Journey – one that is predicated on the establishment of a true partnership between the services provider and its customers, evoking feelings that reflect “we’re all in this together – and that we’re equal parties with shared goals”. Delighting the customer is no longer an option.
For some services organizations, this is best reflected through the deployment of a Customer Portal, where customers have access to real-time data and information about the status of their current work orders, billing and payments, etc., as well as the ability to track the progress of ongoing services-related requests, ranging from the ordering of parts, to getting an estimated time of arrival of the designated field technician, etc. However, with this power, also comes responsibility; but, with this responsibility, comes a sense of a true partnership.
In short, everything should focus on the Customer Journey – from installation and ongoing maintenance, through end-of-product lifecycle and disposal.
With Business-to-Consumer industry giants like Amazon, and Google already attaining close access to their customers, services organizations must also place the customer squarely in the center of their market focus – and be able to use the power and the capabilities of the Internet of Things (IoT) to deliver exactly what they need, when they need it, and without hesitation.
By leveraging the most effective FSM, Contractor Management and Warranty Management tools into their service delivery model, services organizations can ultimately realize great improvements in key areas including reduced costs, increased revenues, happier customers – and an improved bottom line.
Your customers will be excited to embark on their Journey – but they cannot simply go it alone. They will need your help – and as such, this will be your responsibility to serve as their “tour guide” throughout the entire Customer Journey.