Joseph K
Salesforce looks to enable field technicians as the new frontier of customer experience
A huge change is sweeping across the field service workforce, not only transforming how they work, but also elevating the profile of their role as a key touchpoint with customers. For a long time, the outbound nature of their work had insulated these workers from the impact of digital technology, which was largely focused on office-based processes. But in recent years, the rise of smart connected devices and the spread of cloud computing have plugged them into the digital realm. Now the race is on to equip them with the right technology to make the most of their unique role as someone who represents a business or brand in person at the customer site.
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