On Demand Webinar

Benefits of Bridging Customer and Field Service: Creating a True 360 View of the Customer

Register to view the webinar

By supplying my contact information, I authorize TSIA and, if applicable, the sponsor(s) of this webinar, to contact me via email, phone, and postal mail about their products and services. Learn more or opt out.

TSIA members report that an average of 13 separate systems is used to store customer data, with little or no integration. This environment creates a plethora of customer service horror stories: "The call center has no clue about my service history, " "I'm paying for a 4 hours response time and they never show up," "Three different people made me answer the same question," "The guy they sent didn't know how to fix it, and didn't even have the right parts."

With technology firms tracking oceans of customer data, why do these disconnects persist? Unfortunately, most companies still don't have a consolidated 360 degree view of the customer, and critical information gets lost as various roles stare at various systems that aren't integrated in real time. Join John Ragsdale, VP of Technology Research at the Technology Services Industry Association (TSIA) and ServiceMax Product Marketing Manager Susan Tonkin, for a candid look at your technology options in customer relationship management (CRM) and field service. We'll explore the benefits of integrated CRM that truly provides a 360 degree view across various roles, including the field service technician.

Key takeaways from the session will include:

  • Impacts of poor integration on the customer experience and operating costs
  • What to look for in apps or app store offerings from your CRM and their partners
  • How to spot apps that offer a seamless view
  • Pros and cons of "integration"

Presented By:

John Ragsdale

VP Research, Technology and Social, TSIA

Susan Tonkin

Product Marketing Manager, ServiceMax

Publish Date: August 22, 2013