Professional Services & Utilities
The pressure on this industry is huge. Coming from a strong focus on operational excellence, now being forced into a new world because of digitization, shortage of skilled personnel, sustainability and moving from service to product focus. The Connected Customer is one of the key themes for the industry. How to better address their needs in a changing market with new business models and products entering the market. Besides that we see services changes like Smart Grids in Utilities and services like e.g. security moving from a resources based services to more and more technology and analytics based services. Threats, challenges but also a world of new opportunities.
360 view on your customer
Creating a Customer 360 view is the basis for everything. It is essential to work as one single organization, without silos, to serve your customers. Nextview can assist you in moving from a product based to a customer oriented organization, leveraging the power of the Salesforce platform while using the Design Thinking methodology. This is the mandatory foundation and will allow you to bring all your data together in one single platform with one view on your customer.
Personalized customer services
It is not only about services, but it is more about solutions, e.g. Customer service has moved from cost center to a profit center and is a crucial element in your customer’s journey. Being able to meet this demand in 24/7 personalized service via different channels with one customer experience.
Offering extensive self-service possibilities, automated chatbots and highly personalized services via different (mobile) channels helps you to meet this demand. Salesforce Service Cloud is the solution which includes all these functionalities.
Data Driven services and connected assets
More and more services rely heavily on analytics and data. With connected assets and strong analytics capabilities you can realize efficiency gains in existing services or redesign your services into new business models. Salesforce Einstein can boost your analytics capabilities as it is fully integrated in the platform.
The new standard for Field Service
Empower your service agents with all the customer data they need, provide your field service engineers with essential information and a wealth of knowledge while optimizing their schedules, and ensure that even service appointments result in a positive customer experience: Salesforce Field Service Lightning makes it possible.
Predictive maintenance becomes the new standard: a combination of AI and smart sensors, integrated in your key assets. The installations monitor themselves, and take action before you even realize maintenance is needed. The result: less outage, less production stops, decreasing maintenance costs and higher revenues.
But it doesn’t stop there. When combining a single customer view, a connected workforce and connected assets, you have all the ingredients needed to dramatically transform your Field Service organization.
The state of your Field Service organization
Are you curious what the state of your Field Service organization is? With our Field Service Maturity Matrix we enable you to map the current state of your Field Service organization on the different themes like Service Strategy, Asset Management, Work Order Planning en Service Execution. It guides you to define your next development steps as input for your Field Service roadmap towards increased customer value.
Contact our Industry Lead Pieter Hendrikx now by e-mail or by phone on +31 (0)6 2433 6361 to make an appointment. We’re looking forward to meet you and to provide you with a free consultation – and a good cup of coffee!