Field Service

September 25 - 27, 2017

Omni Amelia Island Plantation Resort, Florida


Becoming the Industry Benchmark for Customer Experience

Becoming the Industry Benchmark for Customer ExperienceBecoming the Industry Benchmark for Customer Experience

A Total Customer Focus Transformation by ASML, a $7 billion B2B High-Technology Leader

ASML enjoyed more than 95% market share due to its advanced technology. However, they recognized that even with such a significant lead in technology, this was not enough to safeguard their future growth as customers were increasingly resistant to spending billions of dollars to get to the next level of breakthrough technology. They also appreciated that attracting, retaining and motivating the best technical service people required the creation of a corporate culture that valued employee development, work-life balance and service excellence.

Download this whitepaper to learn about ASML’s transformation to become the industry benchmark for customer experience and how they were able to achieve:

Millions of dollars in increased revenue and reduced costs

Reductions in number and duration of escalations

Reduction in compensation to customers because of service issues

Improved productivity of field service

Increased contract wins

Increased adoption of new technology and equipment

Click the image to the left to download the whitepaper now!

When running a business that includes a field service department, there are a variety of challenges. The most obvious being the importance of keeping track of employees in the field, but it is also critical to have support for those employees, keep track of inventory and ensure that all equipment in the field is working properly. Not being able to do any one of these things can lead to profit killing costs and poor customer service.

For a mobile service management system to be successful, a company needs to ensure that there is field agent support available at all times, that there is a repair service available for emergencies and that inventory is tracked and kept available. If any of these things break down, a business ends up with a technician in the field unable to complete their tasks, delaying them to other jobs and causing other employees to be over booked.

One of the most important parts of successful mobile service management is the dispatch or support team that communicates with field service employees. These dispatch agents should have a basic understanding of what the field agents do to properly support them. Dispatch agents should be able to contact other departments and send other agents to provide assistance or bring equipment to field agents as needed.

Another critical part of ensuring that jobs are done quickly and well is to ensure that the equipment the technicians are using works properly, and that there is a system in place to deal with emergency repairs. This can include vehicle repair services for field employees whose trucks break down, but there also needs to be a system in place to deal with breakdowns that occur in field agent communication devices, such as tablets or smart phones.

Finally, there should always be an on call member of management to make decisions as needed for the field support team and the field employees themselves. Failing to have someone on call able to make choices or escalate issues as needed can cause a technician to be stuck at a job, or have to leave with the job incomplete.

It is critical for businesses to understand that simply keeping track of field employees is only the first step in ensuring a well run field service management system. By providing constant support for field employees and ensuring their equipment is serviced properly, it will keep these departments running smoothly.

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