53:00 minute video
to Deliver an Exceptional Service Experience
watch on-demand video
Hear first-hand how Electrolux has used Mize to support their Field Services.
According to the Service Council’s 2021 Voice of the Field Service Engineer (VoFSE) survey (700+ Technician respondents), 61% of technicians believe technology improves and makes their day-to-day job easier. However, an equivalent percentage of respondents (60%) do not believe their feedback is leveraged to make improvements. This is causing a significant issue concerning technician engagement — where 1/3 of respondents ages 25-44 (which typically represents 60%+ of a service organization's staff) indicate they do not plan to be a technician for their duration career. As many subscribe to the theory that an engaged/happy employee equals an engaged/happy customer, the data highlighted above is alarming.
Those organizations who are achieving best-in-class performance in operational and customer metrics focus on strategies that support an information-enabled and empowered infrastructure looking at all phases of the customer journey: from triage and diagnosis through the on-site service experience.
This executive discussion on the strategic approaches best-in-class organizations are taking to make certain technology adoption is successful, including:
- Triage and diagnosis
- Skillset alignment and technical guides in the field
- Customer and asset history enablement
- Parts availability and ordering
The Service Council will also reveal new findings from the 2021 Voice of the Field Service Engineer (VoFSE) survey, which will reveal the current and desired capabilities of the FSE respondents to help you align your technology transformation initiatives.