A direct and potentially negative impact for field service management organizations is the rapid increase of valuable knowledge and skills departing with retirees. “As of the third quarter of 2021, 50.3% of U.S. adults 55 and older said they were out of the labor force due to retirement, according to a Pew Research Center analysis.” This leaves less experienced field reps aiming to deliver service excellence in a time when customer experience is critical to success.
The value of service excellence and optimal customer experiences is validated further in Gartner’s 2021 Critical Capabilities for Field Service Management (FSM) report.
“Field service providers’ customers (“end customers” or “equipment operators”) have also changed. Customers now expect real-time communication about arrival times, resolutions and diagnostic discoveries, as well as visual evidence of work completion. FSPs are also increasingly connecting various teams to multiple human and even non-human workforces that cross organizational boundaries and technologies.“
Walking the Talk: Putting Research Into Practice
A combined approach of Youreka tools and Salesforce® Customer 360 brings FSM organizations relief from increased retirement rates by accelerating knowledge transfer across the workforce. When your full workforce is empowered to capture real-time insights and record data digitally, frontline workers and back office teams:
- Reduce siloed data across departments
- Cut back poor resource allocation
- Minimize unknown case or customer details
- Break barriers of remote service excellence
There’s no question about it: smarter forms, guided procedures, and advanced mobile technology must be simple and reliable anywhere, online or offline, and pre-built for FSM organizations.
With Youreka’s tools on Salesforce’s platforms, field reps get to:
- Use their mobile device and resolve all service issues on the first visit
- Recommend improvements and revenue opportunities using next best action best steps
- Offer faster response timing when emergencies arrive
Youreka’s solution is trusted by leading enterprises, globally, like:
Join us at Field Service Palm Springs event, April 26-28, 2022, Youreka for Field Service Management will share demos and use cases live, in-person. Book your private, in-person demo now!
Yourekans are excited to reconnect with you safely at FSPS!
- Visit our booth, W5
- Grab Youreka lightbulb swag
- Join us on Thursday, 28 April at 9:40am PT for our session:
Knowledge Streaming and Upskilling: The Future of Technician ExcellenceDuring the session gain a demonstration of ways to harvest and share knowledge across the workforce, closing the skills gap, and consistently elevating performance in the field.
