In 2016, Forrester analyst, Kate Leggett, published the following statement in a brief: “Modern field service technologies allow service technicians to become your frontline brand ambassadors every time they interact with your customers. These interactions are by far the most personal channel for customer engagement, and they can help make or break a relationship.”1 Since then her observation has not only held true but it has also been corroborated by the introduction and expansion of field service management solutions into the suites of leading CRM vendors…
Table Of Contents :
- Executive Summary
- The Field Service Management Customer Journey
- Analysis Of Benefits
- Analysis Of Costs
- Financial Summary
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