What’s next for field service?
Ten years ago, the technology you used at work was probably superior to that which you might have at home. Now, smartphones and apps have flipped that relationship. Most of us, especially digital natives, feel like our work tools are from the dark ages in comparison to the phones, tablets, and wearables we are used to at home.
Mobile devices have also shifted consumer expectations. In a digital world, customers assume that, within seconds of buying a product or service, they will be able to track their order, see when it’s been despatched and control when it is due to arrive. It’s no longer acceptable to tell customers “someone will arrive between 8am and 6pm so please make sure you’ll be there to let them in”.