In today's business world, delivering exceptional customer service is no longer just a nice-to-have feature - it's a necessity. As customer expectations continue to rise, it's essential for companies to focus on providing a seamless customer experience at every touchpoint. However, achieving this can be challenging, particularly when it comes to the division between customer service and field service teams.

In this article, we'll explore the concept of commercialisation in the context of customer service and field service operations. We'll discuss the benefits of bringing commercialisation to the front line, including improved customer satisfaction and loyalty.

We'll also look at some of the key considerations when implementing a commercialised customer service approach, such as the impact of ever-tightening SLAs and the importance of delivering a first-time fix rate. Forward stocking is one approach that many companies are exploring to improve customer satisfaction by reducing wait times. We'll delve into the potential benefits and drawbacks of this approach, and highlight some best practices for implementation.

Join us at the upcoming panel discussion at Field Service Management Summit featuring Andrew Davis, Executive Transformation, Strategy and Digital at TasNetworks, as we explore how to bring commercialised customer service to the front line. Don't miss out on this opportunity to learn from industry experts and discover how your business can stay ahead of the curve. Register Today!