MAY 2019CIOAPPLICATIONSEUROPE.COM8FIELD SERVICES ­ FOUR KEY DRIVERS OF DIGITAL TRANSFORMATIONIT TransformationCompanies and consumers are moving towards a public, private, or hybrid cloud infrastructure to run their businesses. This includes managing their personal transactions through the use of apps and/or simple, easy to use interfaces. They expect field service organizations to follow suit.Smart field service organizations are building self-service applications so that any customer can self-enable the digital transactions mentioned above.Bob FeinerBOB FEINER, SENIOR VICE PRESIDENT OF GLOBAL SERVICES, DELL EMCigital transformation is changing how field service organizations service their customers. The four transformations include:1. Digital Transformation ­ Businesses are evolving to an app-based world.2. IT Transformation ­ IT infrastructure is changing with the advent of public, private, and hybrid clouds.3. Security Transformation ­Customer and field service data need comprehensive security management.4. Workforce Transformation ­ Team members are accessing their work everywhere.Digital transformation has major implications to field services teams.Digital TransformationIncreasingly, field services organizations must follow emerging trends in how consumers select, order, track products and services, and resolve issues.· Think about the experience of ordering goods on Amazon or hailing a car through Uber. These transactions are fast and easy with underlying automation that manages customer expectations in real time. In the new paradigm, service event engagement occurs rapidly with extreme customer ease.Today's customers expect the ability to schedule a service event at their own convenience - not at the convenience of the service company's resources. They want to know information about the field technician before they arrive, such as their skill level, training, and customer satisfaction rating. Customers want to be able to track their service technician while they are in route and once the technician arrives, they want the repair service performed quickly, with minimal disruption to their work and environment. Once the service is completed, both customers and technicians desire instant feedback rather than waiting for the completion of an email or phone survey weeks after the service event has passed. Rapid, real-time feedback is critical so that the field service organization can identify potential issues and take corrective action quickly.DIN MYOPINION
< Page 7 | Page 9 >