Economic pressures this year forced businesses to reduce costs and demand more from technology investments.
Expect more of the same in 2013. With a still-struggling economy, IT must provide resourceful technology solutions that support both short-term initiatives and evolving strategic needs.
An article on Service Management Online’s website predicts that “businesses will look to consolidate systems, selecting vendors that can provide solutions for multiple departments, and support processes that span departments and integrate data silos.”
For service providers, it’s important to connect the CRM sales management process so that closed deals convert to installation work orders, projects and maintenance agreements. These service operations need to streamline communications to reduce administration costs.
When field service software applications are integrated, it allows the sales department to better respond to customer inquiries. Service operations also can automatically feed the sales department new opportunities with a “push of a button” to follow up on expiring maintenance contracts or product upgrades.
Platforms that offer agility throughout the organization are the key to responding to new business conditions, according to the Service Management Online article. That’s especially true as the pace of change keeps increasing.
In 2013, customers’ demands on technology will grow across all sectors, including the field services industry. Customers will expand intuitive, consistent services with accurate and up-to-date information.
Proactive field services agencies must continue to innovate and seek differentiation to provide efficient service and a great customer experience.
While businesses will still face cost pressures, they need to be able to meet demands for an enhanced customer experience, which should lead to an upswing in more advanced service management platforms.
As businesses focus more on the big picture, they’re going to look at how IT can impact the entire organization. That means technology will play an ever larger role in boosting collaboration between business functions and improving customer service.
Source: Service Management Online, November 2012