Whether it’s a global issue like COVID-19 or a local emergency, businesses must have a crisis communication plan in place for their customers. This goes beyond minor adjustments to marketing messages. The plan must extend to customer service teams, your website, social channels, customer-facing...
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Over the past week, I’ve been speaking with many leaders and health care providers whose teams are feeling overwhelmed with inbound calls and cases dealing with the COVID-19 pandemic. My colleagues and I have been working on ways we can help.
On Wednesday, March 11, Salesforce Chair and CEO Marc...
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MARCH 16, 2020 UPDATE: After careful consideration, we’ve decided there will be no physical event for Connections. Instead, we will reimagine Connections as a virtual experience and deliver a full program of inspiring sessions and educational content. Learn more.
Connections is in May — that's...
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Today’s mobile workforce looks nothing like it did a decade ago. Legacy field workers are cycling out — with as many as two million technical jobs expected to go unfilled by 2025 because of the skill gap — and a new generation of digital natives are cycling in.
With that comes a new hiring rule...
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This post is part of a regular series called 360 Perspectives, featuring customers, partners, and experts unraveling the complexities of what it takes to change mindsets, connect silos, and put the customer at the center of their business.
When you’re in the business of selling an ultra-luxury...
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You’re considering an upgrade from a paper-based system or a home-grown system featuring a collection of disjointed apps to a connected field service management solution. But what, exactly, will that solution look like?
It shouldn’t be just another version of what you’re already doing on another...
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If your company recently invested in field service technology, you’re already on the right path to future-proofing your field service operation. The next step is to connect your field service management solution to your customer relationship management (CRM) platform to get a complete view of your...
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As in-person field service increasingly becomes a competitive differentiator, every moment and every interaction represents an investment in your customers and – in many cases – their assets. Operational labor to schedule, dispatch, and manage the work and mobile workforce add to that investment....
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Whether it’s due to staffing shortages, widening service area coverage, increasing availability during peak seasons, or reducing labor costs, companies often outsource field service to third-party contractors. With that, of course, comes an array of challenges and unknowns. These may...
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