Insights from Field Service Europe 2024

Key insights from the event

• Mastering service documentation for success
  An interactive workshop titled The Bread & Butter of Service: Documentation and Doing the Big and Little Things Well, led by Paul McDermott, Director of Service and Support at T2 Biosystems, emphasized the critical role that structured documentation plays in field service success. McDermott highlighted that by maintaining accessible and organized records, field teams can navigate both routine and complex tasks with precision, significantly boosting efficiency and reinforcing customer trust. This session underscored that meticulous documentation isn’t just an administrative task; it’s a cornerstone of effective service management.
• Investing in training for service profitability
  A standout moment came from Marco Hugo Gutierrez, Tetra Pak’s VP of Customer Service Operations EMEA, who delivered a compelling keynote titled The New Economics of Service Profitability. Gutierrez articulated that service profitability goes beyond technical skills, placing substantial importance on soft skills to enhance customer interactions and loyalty. He noted that Tetra Pak invests 12% of its revenue into training technicians, as they value retention over replacement. Drawing on historical data, he illustrated that employees with strong interpersonal skills often excel beyond their technically adept counterparts, who may lack adaptability. This focus on soft skill development is vital for fostering long-term customer relationships and elevating service profitability.
• Exploring AI’s role in modern field service
  In a thought-provoking panel discussion, Best (and Worst) Use Cases for AI in Field Service, industry experts examined the impact of AI on service dynamics. They debated the delicate balance between automation and the human touch, illustrating how organizations can harness AI-driven efficiency while maintaining the personalized service that builds trust and loyalty. The consensus highlighted that AI is a powerful tool when used strategically, ensuring that customer interactions remain human-centered, even in an increasingly automated landscape.
   

Fieldcode partner presentation: Revolutionizing service with Zero-Touch scheduling

On the second day of the event, we held a partner presentation with Hemmersbach, where Jan-Henk Bruijn, Account Director at Hemmersbach, shared insights on the transformative concept of Fieldcode’s Zero-Touch scheduling for service organizations. Attendees learned how Hemmersbach coordinates 5,000 employees and subcontractors in the field, achieving a fully automated scheduling process that requires no human interaction beyond the actual onsite intervention.

Key takeaways:

• Effortless automation: Participants discovered how every aspect of the field service workflow—from ticket creation to dispatch—allows teams to focus on what matters most: delivering exceptional service.
• Proven productivity gains: The presentation highlighted how Hemmersbach has significantly increased productivity by 30% while reducing administrative burdens, resulting in a marked decrease in the need for dispatchers and manual scheduling.
• Enhanced customer engagement: By freeing up time from administrative tasks, service teams can dedicate more attention to customer interactions, leading to a 25% increase in customer satisfaction.