When we assess customer service effectiveness in a company, we focus mostly on KPIs based on time – SLA compliance, mean time to complete a work order, and number of orders per day. However, time should be perceived as a key driver of service development, not only as one efficiency indicator.
The growing number of products and features, combined with the possibilities that come with mobile Internet access, have created an even greater need for fast and efficient solutions.
But how to benefit the most from the well-connected world in field service?
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