Innovation Observatory’s new paper demonstrates the links between field engineering, customer experience and other aspects of communications service providers’ business
A strategic approach to field engineering can deliver customer experience improvements for communications service providers (CSPs), and considering engineering teams less as a cost and more as an asset can deliver multiple benefits.
Innovation Observatory’s new white paper “Improving the customer experience through field engineering” looks at the ways in which these benefits can be realised. Using a case study of a network / service deployment, the paper describes a virtuous circle of functions that an empowered field engineer can deliver to multiple business units within a CSP, including network engineering, IT, corporate and marketing communications, sales management and customer service.
It is important to recognise that time a field engineer spends with a customer can be significantly longer than the length of interactions with sales or customer service representatives, and that the insight that engineers can gain about customers and their attitudes and behaviours can be deep and valuable.
The paper, commissioned by TOA Technologies (a provider of field service management solutions) is available free from Innovation Observatory. Email firstname.lastname@example.org to request your copy.