Growing your small to medium-sized business is important, and one of the ways you can do that is through great field service management. Since your competitors will also be trying to gain market share, grow their businesses, and outdo you in the field, you need a way to get ahead of the game and start offering more than your competition. You can either provide a lower price, or you can provide a higher level of service. While a lower price may entice some people, price things too low and people will question your quality. It's generally better to give excellent quality service — and that's where big data comes in.
Big Data Is Gaining Ground
Big data in field service is a relatively new development, since big data itself hasn't been used that much until recently. As it has grown, though, the desire for it and the ways in which companies use it have also grown. The use of big data is changing field service, because it allows those who are in the field to build relationships with customers. With so much information being collected and aggregated as a result of big data, companies that know how to utilize that data effectively can use that knowledge to ensure that their customers feel known, understood, and appreciated.
Field Service and the Customer Relationship
Companies that work with field service understand that it has always been important to create a relationship with the customer, but until they had access to big data the information on which that relationship could be based was limited. With the advent of big data, though, the opportunity exists to collect much more information about customers, and about trends in their customer base as a whole. Not only can companies get to know specific customers more fully, but they can also discover who their future customers may be, and who may need their services but not be working with them just yet.
That knowledge can help a company reach out to more people who may need them, and can also help companies that utilize big data in field service find populations that may not know about the company's services. It's hard for a customer to buy from a company they don't know about, or choose a company whose services they don't know they need or could use. With more big data information coming into a company all the time, it's much easier for that company to send out field service agents who can manage customer needs the right way.
Selling Without Selling
When it comes to big data, field service is an important way to get more information and use what has already been collected to sell products and services without actually selling them. That's done through relationship building, where customers feel comfortable buying from companies they believe they can trust. These companies generally understand the value of field service, and also focus on making sure customers are aware of additional services that can be offered to them. Because the customers trust the company and the field service agents, they are much more likely to buy those services. It wouldn't be possible without big data.