Improving customer experience through front office and field workforce communication

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ClickSoftware case study

Company: ClickSoftware

Published: 20 March 2014

Business Area: Analytics & Data

Format: Portable Document Format (.pdf)



If you've ever had the experience of waiting for an appliance repair technician to come to your house, you can appreciate just how frustrating it is to plan around "someone will be there between 10 a.m. and 3 p.m."

As a COO or field service manager, you may have a level of sympathy for the challenges these and other service-based companies face when it comes to predicting when a service person will arrive. Even if a service company knows the average time it takes to complete a particular job, there are several additional variables that need to be taken into consideration.

This paper explores the types of business challenges many service companies face and show how improving the communication among your field workers, dispatchers, and customer service representatives with a mobile workforce management solution can make these problems a thing of the past.