Can great customer experience be delivered by remote service?
Can great customer experience be delivered by remote service?
Kris Oldland, Editor-in-Chief, Field Service News is joined by Rob Ballanytne and Dan Oldridge of Salesforce for a forty-five minute discussion on connected field service.
Â
During the discussion the three reflect on a recent paper published by Harvard Business Review that was based around an FSN Research study that explored the themes and trends around connected field service and how it is impacting customer and employee experience.
Â
In this brief excerpt from that full interview we hear from Oldridge as he offers his thoughts on whether exceptional service can be delivered by remote-service tools or if on-site service still offers greater opportunities to provide customer satisfaction and engagement.
Want to know more?
This content is available for FSN PRO members and also for a limited period for FSN FREE members. Please make sure you are logged in to access this content.Â
Not yet subscribed? Instantly unlock this content and more on our forever-free subscription tier FSN FREE
Data usage note: By accessing the premium content on the button above, you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content Salesforce who may contact you solely for legitimate business reasons to discuss the content of this briefing report.
Continue your learning:
Â
- READ: More about Digital Transformation
- READ: More about Service Strategy
- READ: Find out more about Salesforce’s solutions for field service companies
- DISCOVER: Book a demo of Salesforce Service Cloud
- READ: More news and features relating to Salesforce
- READ: HBR Report: Transforming Customer and Employee Experience with Connected Field Service
- WATCH: Think Tank Debrief on Digitalisation and Disruption (requires FSN PRO)
- WATCH: Sarah Brettle, Ford’s views on Customers, Engineers and Revenue (requires FSN PRO)Â
- COURSE: Overcoming the workforce shortage with AI (requires FSN PRO)
- ACCESS: Over 65 resources on Digitalisation in Field Service (requires FSN PRO)
- ACCESS: Over 70-hours of long-form interviews with service leaders (requires FSN PRO)
Turning knowledge into action for the manufacturing industry.