Transforming the Customer Experience with Field Service

Customer expectations for service are shifting — so much so that the customer experiences organizations deliver have become a critical competitive differentiator. Now, organizations are challenged to find new ways to enhance each interaction with customers. For those with mobile employees serving customers at their homes or businesses, there’s an opportunity to take customer relationships to the next level by investing in a modern field service strategy.

Think about it: most often, a field service appointment is the only face-to-face interaction an organization will have with customers. And, field service appointments typically occur during a critical point in the customer lifecycle — a customer has recently purchased a new product or service that needs to be installed, or the customer experiences a problem with a product or service purchased and it needs to be resolved. These interactions provide pivotal opportunities for organizations to build positive relationships with their customers, and ultimately increase retention, differentiate their brand and improve the bottom line.

With each field service event holding so much potential, organizations must ensure field service resources are empowered to provide the best experience possible. Interested in learning more about in the relationship between field services and improved customer satisfaction, and how to build a field service organization that takes advantage of this connection? Check out the Oracle Service Cloud white paper, titled “Field Service and Customer Care,” to understand:

  • How the customer landscape is changing and what’s driving this shift
  • How technology trends and the focus on customer success are transforming the traditional service model
  • What the new customer care model looks like and how field service fits in

Download the white paper here. And, for more information about Oracle Service Cloud’s field service management solution and the customer care benefits it provides, visit oracle.com/goto/field-service.

Originally published at blogs.oracle.com.