The importance of the on-site service call in an increasingly digital world

The importance of the on-site service call in an increasingly digital world

Kris Oldland, Editor-in-Chief, Field Service News is joined by Rob Ballanytne and Dan Oldridge of Salesforce for a forty-five minute discussion on connected field service.

 

During the discussion the three reflect on a recent paper published by Harvard Business Review that was based around an FSN Research study that explored the themes and trends around connected field service and how it is impacting customer and employee experience.

 

In this brief excerpt from that full interview, we hear from Ballantyne as he reflects on how, in an increasingly digital world where our interactions are often through the screen, the in-person customer touch point that the on-site field service visit delivers is more important than ever before.

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