August 17, 2017
If your company employs field staff, how effectively are they communicating with your customers?
Managing the customer experience is paramount today. Companies have invested in customer relationship management, customer engagement, and workforce optimization (WFO) tools to win and keep customers and be more competitive.
These tools aim to promote a better customer experience across a range of interactions with your company, in what has come to be called the “Customer Journey.”
Yet one of the most important customer interactions – with field service personnel – is often outside the scope of these important customer experience programs.
Let’s Play Phone Tag
Field personnel, such as installers, technicians, service, logistics and delivery staff, are the frontline of some of the most important interactions with your customers.
Members of this mobile workforce are also heavy users of mobile devices, relying on these devices to manage appointments, communicate with colleagues, conduct troubleshooting and other essential tasks.
Field Service Technologies magazine reports that handheld mobile devices are the primary communications tool for 49% of field service technicians.
But when it comes to communicating with customers, these mobile devices are typically not managed as part of your overall corporate communications systems.
In other words, customers receiving a call from field service will see an unrecognized phone number with no company Caller ID notification.
The result? The customer doesn’t pick up the call and phone tag ensues.
If your field service personnel are using mobile phones that are outside your corporate communications control, then you have an issue of fragmented identity.
The solution is to unify the identities of all your employees’ devices for business communications. When one of your staffers places a business call on a mobile phone, the call should carry your corporate identity.
That’s a key benefit of our Kinetic Communications Platform. When deployed to support field service staff, the Kinetic platform offers these important capabilities:
- Corporate identity management: The Kinetic platform enables all business calls to and from the field service staff on mobile phones to have your corporate identity and number. There is no mystery about who is calling and much less chance of phone tag with customers.
- Field service calls in scope: Our Kinetic platform extends your communications quality assurance systems to field service staff on mobile devices. You can use the same systems and processes that you use on contact center agent landlines.
- Workforce Optimization: The Kinetic platform seamlessly integrates with your workforce optimization processes and systems, enabling field mobile communications to be synchronized with workflows and process steps.