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Field Service: The Ultimate Customer Touch

Published on 29 September in Next Ventures

Companies have spent a lot of time and effort trying to drive the costs out of delivering post-sales field service. They pushed as much support as possible to remote methods, including to the call center. And for the repairs that absolutely, positively had to be done in the field, they scaled back the number of spare parts that field technicians used to hoard on their trucks, optimized routes to be more efficient, and tightly managed work orders and schedules. These are all great advances, driven primarily by field service management software solutions. But something funny happened along the way - companies started to realize that the field service technician wasn't just a liability to be managed and optimized, but a potential ambassador for customer relationships.

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