The customer relationship model is undergoing a seismic shift as utilities encourage demand reduction and the uptake of sustainable solutions. To enable this transition, teams in the field – often the public face of utilities – play a critical role, whether installing smart technologies, or maintaining infrastructure. This new report explores the sector’s current appetite for increased autonomy across field teams and how this aligns with broader customer engagement strategies.
Empowering call centre agents to work autonomously and offer real-time solutions to customers is nothing new and is seen as a must but these concepts are not traditionally applied to field activities.
This new report, produced in partnership with Skedulo, gauges the feasibility of empowering engineers and installers to take more control over their workflow and be primary decision-makers where appropriate.
The report also seeks to understand how employers in the utilities sector are supporting their field workers as they engage with customers on a daily basis and respond to issues on the ground.
Featuring contributions from Cadent, National Grid, and Severn Trent, among others, the report covers key topics including:
- Are utilities encouraging worker autonomy across field activities?
- How can setting boundaries for field teams help to drive empowerment?
- Why is connectivity and access to real-time data key?
To read the full report, download it for free simply by completing the form to the side of the page.