While customers may like seeing field engineers in person, they enjoy having their issues resolved without a visit even more.
Your field service technicians are often seen as the face of your support organisation. After speaking with an agent, your customer expects a skilled technician with the correct parts to show up on‑site. But what if your customer's technician was also their case agent?
During this webinar, Jonathan Zur, Service Program Manager at HP Indigo, will explain how product uptime and customer satisfaction improved after enlisting their field service engineers as mobile case agents who could schedule their own visits. He will be joined by Nikki Narang, Senior Product Manager at ServiceNow, to discuss how a unified technology platform for field service and customer service can decrease problem resolution times.
- What benefits were achieved by allocating primary field engineers to customers
- How HP Indigo approached knowledge management for complex systems serviced by a global team of 1,000 field engineers
- Why a single platform assists delivery of an effortless customer service experience from request to resolution