Field Service: The Ultimate Customer Touch

Companies have spent a lot of time and effort trying to drive the costs out of delivering post-sales field service. They pushed as much support as possible to remote methods, including to the call center. And for the repairs that absolutely, positively had to be done in the field, they scaled back the number of spare parts that field technicians used to hoard on their trucks, optimized routes to be more efficient, and tightly managed work orders and schedules. These are all great advances, driven primarily by field service management software solutions. But something funny happened along the way - companies started to realize that the field service technician wasn't just a liability to be managed and optimized, but a potential ambassador for customer relationships.


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About Kris Brannock

Kris Brannock is Executive Vice President of Vertical Solutions, and is responsible for working with customers to discover solutions to enhance their field service business operations and profitability, and to build long-lasting customer relationships. She also is responsible for the strategy and direction of Vertical Solutions' product suite, including VServiceManagement, a field service management solution that has passed the Software Solution Test for Microsoft Dynamics AX, a major requirement for Certified for Microsoft Dynamics® status. It also is positioned in the Gartner Magic Quadrant for Field Service Management

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