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The Intelligent Enterprise: Using data-driven insights to fuel growth

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Luke Krueger

There is big data in field work. It’s not digital bits and bytes flying through cyberspace, though. It’s the conversations you have with customers, the notes about a job you think to yourself, or the observations you make in a virtual check up call. This data can not only help you find better clients, but also uncover efficiencies you never thought possible. 

As the world moves to virtual selling and virtual service (where possible), there is a major problem brewing: field work organizations are giving away their data, never to benefit from it. Here’s how to fix that problem.

Remote doesn’t automatically mean good data collection

Throughout 2020, most companies moved - at least somewhat - to remote and virtual work. For field service, this means a lot more video calls, texts, and pictures sent back and forth. This is great news for field work organizations, since virtual sales means better customers and higher customer satisfaction

The problem with virtual service is the tools you use.

The smartest companies record and keep interactions with customers, which helps them move from transactional business to relationships-based business (which creates other business opportunities as well). To get to this level, though, companies need tools that actually let them keep their data. That doesn’t happen with WhatsApp, FaceTime, and Microsoft Teams. If you read the fine print, they own all of your data, not you. Using these mainstream platforms really just means you’re giving away all of your data - for free, to boot.

 

 

ICwhatUC

Facebook / WhatsApp

Google / Hangouts

Apple / FaceTime

Built for?

Field service

Your mom

Team conversations

Friend catch-ups

Secure video?

Yes

No

No

No

Secure messaging?

Yes

No

No

No

Who owns your data?

You

Them

Them

Them

Does the app read your data?

Never

Yes

Yes

Yes

Easy to hack?

No

Yes

Yes

Yes

Can you act on the data you collect?

YES

No

No

No

Don’t miss the real value-add

Turning virtual service into a revenue driver takes data. The cost savings of virtual work - time, vehicle maintenance, and a reduction in paid time off for injuries - are clear. But the evolution from cost-saving to revenue-generating will look a little bit different for each company. This is because every company is unique in some way, and the key to success is not building generic products but building for your customers. That’s how you generate community, raving fans, and ultimately new business opportunities.

Here’s the thing: you already understand your customers. You have in-depth calls with them and you see what’s going on in their lives. So the opportunity is not a question of “figure it out” but simply making sure you store it correctly so you can use it later. Mainstream tools won’t let you do that; it’s just not how they are built. Instead, look at purpose-built field work tools that offer secure conversations with customers, record keeping, and empower you to own your data.

 

Support your customers remotely at their time of need

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Up Next

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Virtual Selling Means Better Customers. Here’s How

The fieldwork industry can be a slog sometimes. You get booked on an assignment and show up to someone’s house, half the time not knowing what to expect. Too often, it’s only after you show up do you realize what tools you need - resulting in yet another visit. This kind of back and forth amounts to field workers spending half their days on the road, but getting little done. 

By Luke Krueger

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