Orchestrating Field Service to Optimize the Customer Experience

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Mize FSM


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Customer experience optimization requires unifying departments, data, processes and all stakeholders interacting with service delivery on some level. Every function needs to be orchestrated to provide an Optimal Customer Service Experience. The table below suggests that Field Service is not separate from other business functions, rather a unification of all touch-points and processes, across service channels and throughout the service lifecycle.

fsm-table

Many small performances by stakeholders or departmental teams do not add up to a great orchestra. By considering the customer as the recipient (or audience) of a successful performance, a field service organization can bring all resources together like a great orchestra to deliver the experience that customers would love.

Lets set the stage by looking at three key characteristics of a great service delivery performance. 

  1. Connect: Connected by a common vision and working together in harmony
  2. Enable: Enable field service technicians to deliver expected service
  3. Engage: Engage your customers at all touch-points

A great performance by an orchestra results in an engaged audience – who experienced a great show – who will come back for more and recommend the show to their friends. Businesses want similar things. Delighted customers – who return for more and recommend your products and services to others.

By orchestrating your Field Service Organization on the right stage/platform to facilitate better service interactions means optimal customer experience and more revenues for your organization.

Download Mize FSM worksheet to get started on Orchestrating Field Service in your Organization

Mize Field Service Management Solution

Mize Field Service Management solution enables companies to optimize the service experience and maximize customer lifetime value. Mize Connected Customer Experience Platform and unique Smart Blox harness the web, mobile, cloud, IoT, and analytics technologies to simplify the customer experience, improve technician productivity, and grow service revenues. Mize FSM solution combines many service functions into one unified solution that helps companies to orchestrate more effective customer service. Mize software orchestrates Warranty, Service Contracts, Service Parts, Knowledge, Contact Centers, and Field Service to drive customer loyalty and service profitability.