Ultimate Makeover: Field Service Reps into Customer Ambassadors

Radiocasts | October 8, 2014 by Bonnie D. Graham

The buzz: Field service.

Does your company consider field service a cost center, with an eye on minimizing costs while delivering exceptional customer service? News flash! Successful companies are evolving their customer engagement strategies, using field service reps’ front-line interactions as a critical touch point in strengthening customer relationships and driving new revenue opportunities. Ready for a makeover?

The experts speak.

John Ragsdale, Technology Services Industry Association: “In many companies, field service is the last organization in desperate need of a complete overhaul. Multiple industry drivers, including mobility, social, and retiring baby boomers, are forcing field service teams—sometimes kicking and screaming—into the 21st century.”

Sumair Dutta, The Service Council: “In order to be great, you’ve got to be bad.” (Prof. Frances X. Frei)

Hansen Lieu, SAP: “Don’t be Kramer’s cable guy!”

Join us for Ultimate Makeover: Field Service Reps into Customer Ambassadors.

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