We are in the fourth industrial revolution, the IConomy. Everything is digital, on-demand and putting consumers in control. Today’s consumers are accustomed to the customer experiences delivered by the likes of Deliveroo, Amazon Prime and Uber. They want real-time transparency, two-way communication and for services to revolve around their needs. Welcome to Customer Experience 4.0.
Customer Experience 4.0
Customer Experience 4.0 is the logical evolution of how we have connected with our customers historically. Translating this evolution into the field services sector:
• CX 1.0 was an arrival knock-on-the door from the engineer – no communication at all.
• CX 2.0 was a direct mail notification of the engineer appointment.
• CX 3.0 was disconnected SMS and email improved customer communication.
Many field service companies are still struggling to embrace CX version 3.0 even today; such is the current poor state of last mile communications within field service. These methods of communication are already outdated as we move firmly into the fourth iteration of customer expectations of last mile customer communications – real-time mobile experiences.
Our research has found that customers’ top demands are:
• 89 per cent of customers want an “Uberized” experience;
• 32 per cent of customers want to be able to find live locations on a map;
• 54 per cent of customers want job status notifications;
• 41 per cent of customers want to rate customer service following the appointment.
Localz has helped “Uberize” enterprises in the utilities industry, including British Gas, Welsh Water, Ovo, Rentokil and Autoglass.
HSS and Localz
Hire companies felt the pressure to meet their on-demand delivery promises. The business of hire is more complex than traditional retail with damaged returns, no access at sites and extended or missing goods impacting the bottom line.
Using the Localz dashboard, HSS’s 2,000+ employees, those in the office or mobile in the field, can all gain access to an operational dashboard with real-time visibility of jobs. Real-time map tracking and push notifications keep customers updated on the ETA of their technician.
Customers and technicians can also directly communicate with one another, reducing the number of calls made to contact centres. The mobile worker app allows technicians to upload images or video when completing a job as proof of completion. The app can also be used for vehicle inspection and accident reports.
To see video of Localz Uberizing Field Services visit: www.youtube.com/watch?
v=H_E1QMtfsxA
For more information visit: https://www.localz.com