Customer expectations for utilities continue to rise. In response, utilities are reimagining what it means to be customer-centric. They are focusing on ways to enhance the customer experience as part of their business strategy.
This includes field service, which is often the customer’s only in-person connection with their utility provider. Every interaction matters.
This study asked more than 200 utility professionals this question: How important is the work of field service staff in achieving utility customer-centricity objectives?
Included in this Contents
- Why field service matters to customer-centricity
- Recommended actions utilities can take to support customer- centric field service
- Invest in your field service team
- Tackle challenges that impact field service operations
- Embrace automation to improve efficiencies
- Empower field service with mobile capabilities
- Retain and recruit workers by improving their day-to-day work
- Optimized field service in action
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