The challenge
Why does service break between the back office and the field?
Service is rarely one process. Sales, the contact center, contracts, dispatch, the field and finance each run their own system, and the customer experiences every gap between them. Requests lose context at each handover, the field arrives without the full picture, the second visit becomes the real fix, and the invoice is a project of its own.
The cost is slower resolution, repeat visits, leaked revenue and a service experience that depends on whoever picked up the work.
The cost is slower resolution, repeat visits, leaked revenue and a service experience that depends on whoever picked up the work.
