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In an era of instant gratification, customers are desperate to be in the know, 24/7. As a result, field service organisations are feeling a shift categorised by growing customer expectations and pressure to update their tech stacks.

Customers have become accustomed to religiously checking their Amazon apps to stave off porch pirates and tracking the kitchen-to-counter delivery of their takeout with Uber Eats. This access-driven digital transformation, fueled by consumer demands for immediacy and transparency, is compelling field service providers to reimagine their interactions with customers.

Mirroring transparency in sectors such as e-commerce and logistics, the field service industry is adopting digital platforms and tools that provide live updates, seamless communication and unparalleled visibility. This marks a departure from opaque service models with large service windows and little to no communication between customer and technician toward a paradigm of collaborative and transparent customer service.

The Real Value of Keeping Customers Informed

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Industrywide, it’s generally understood that it is far more expensive to acquire new customers than to retain existing ones. KPMG reports that 46% of loyal customers are likely to keep supporting a brand even after a bad experience. Loyalty fosters resilience, so cultivating loyalty using data helps secure long-term customer relationships and recurring revenue.

With a strong and proven business case for keeping customers in the loop with real-time, transparent information, here are several areas to invest within the tech stack to fully modernise operations and keep customers informed. 

Mobile Strategy

Zuper has a mobile app that’s used by field technicians to keep track of customer data, workflows, inventory, etc. Zuper also offers a customer portal for field service businesses’ end customers. This is accessible via a browser, not a mobile app. On the business side, mobile capabilities provide field service teams access to a suite of back-office and technical resources on the go, which can positively impact employee efficiency and accuracy.

Further, an exhaustive mobile application gives technicians access to customer account information and engagement history. It allows them to order parts and schedule follow-up service on-site without having to return to the office—which can improve customer experience and maximise efficiency.

It’s important to note that a mobile strategy goes beyond just developing an app. Field service businesses need to adopt a mobile-first approach to their entire business, including optimising the website for mobile devices for anyone who may not be using your app.

Software (Mobile and Web-Based)

Once you’ve established your mobile strategy, it’s time to invest in software solutions that enable you to keep customers in the loop on important account information and provide them with access to info and updates in real time, 24/7. This is especially true for organisations that provide services around the clock and aren’t bound by a normal 9-to-5 schedule (think emergency facilities management, plumbing and electrical services that may happen at any time). Some software that’s important to this strategy includes:

AI-Powered Chatbots

As a solution, many organisations have opted to supplement traditional customer service emails and call centres with AI-powered chatbots for 24/7 customer query management. These AI-powered assistants can address frequently asked questions and direct customers toward the appropriate resources to navigate their own roadblocks.

Relatively easy-to-implement chatbots offer a cost-effective approach to delivering unwavering customer service.

Software for Smart Scheduling and Dispatching

Harnessing AI and machine learning, companies are fine-tuning technician schedules and routes, substantially enhancing service efficiency and customer satisfaction — a win-win for field service teams and their customers.


Hardware is another important part of the tech stack for field service businesses to invest in that enables them to keep customers up to date and share data/information seamlessly and transparently. Sure, hardware such as mobile devices/smartphones may seem like something that doesn’t make a difference in what you choose, but the reality is that as you scale, you can’t just depend on all of your field service team members to use their personal smartphones.

Mobile Devices Optimal For FSM

Many durable smartphones are optimal for field service teams, including ones with built-in DMR (digital mobile radio) walkie-talkies. Likewise, there are tablets optimal for FSM that help streamline data collection, job documentation and customer communication.

Extend Device Lifetime with Internet-Of-Things-Enabled Hardware

IoT integrations are paving the way for predictive maintenance strategies. With IoT-equipped devices, customers and service providers can receive service alerts, pre-emptively addressing maintenance issues to prevent interruptions and fortify customer trust. The benefit to the service provider is the recurring revenue from regular maintenance.

Empowering Technicians through Training and Development

As service businesses integrate more sophisticated technologies, employees’ training and development becomes crucial. Along with investing in building the tech stack, it’s important to create comprehensive training programs to ensure that all team members can effectively utilise new technologies and maximise their potential for excellence in service delivery and customer satisfaction.

Training ensures that technicians are proficient in using new software and hardware tools, which can significantly reduce the on-the-job learning curve and minimise errors in the field. For example, proper training on smart scheduling tools enables technicians to manage jobs more efficiently, leading to faster response times and increased customer satisfaction. For new tools, consider bringing in an expert to train your teams on the platform’s best practices. This ensures that you are getting full value out of the platform.

Training also ensures that technicians and engineers are part of the conversation. By staying updated on the latest technology, technicians can suggest practical improvements that further streamline operations and improve the customer experience. To boost morale and drive the company’s competitive edge, focus on proactive involvement from the whole team.

Future Directions

Field service’s digital transformation journey is a testament to the broader shift toward adapting consumer behaviour in the digital age. Embracing technological innovation and prioritising customer-centric service models is helping the industry set new benchmarks for engagement and satisfaction.

The future of field service is not merely about problem resolution, but about crafting seamless, interactive and rewarding experiences that align with the evolving expectations of today’s consumers.