Blog Coveo Insights

I’ll Take My Customer 360 Info “To Go” Please

Posted by Laurent Simoneau on August 8, 2011

According to Gartner Research, the field service market encompasses 20 million mobile field service workers worldwide. Field service workers are a company’s “feet on the street”, represent the company’s brand, and are an extension of the customer service organization. They’re ultimately expected to provide great service and have an accurate, holistic view of the customer to help capture additional service revenue.

Sales reps constantly on the road also need similar access to customer information to truly know all aspects of a customer relationship, even in the minutes leading up to a critical meeting to close a customer deal, to help increase cross-selling, optimize the customer experience, and maximize revenues.

Yet all too often, field service workers and sales reps don’t have a complete, 360 degree view of the customer, their products, plans, parts, open cases, call history, and upsell opportunities, when out in the field. This lack of a holistic view of the customer leads to delayed resolutions, repeat service calls, missed cross-sell and up-sell opportunities, and more. In a market where shrinking service response times are demanded by customers, this only leads to lower customer satisfaction levels and lost revenue. Read more and comment »

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