Digitalization, nowadays, is not just a tool employed to gain a competitive edge, instead, for organizations that want to stay relevant in times to come, it is a survival tactic. While digital transformation has already taken the front seat, offering the world a plethora of luxuries that hitherto seemed impossible, it has also set the bar too high and as a result, consumer expectations are skyrocketing. This phenomenon can vaguely be termed as a downside to the digital revolution. However, the fact is that digitalization is here to stay and it can be utilized as a tool to satiate the enormous expectations of the customers. According to a Gartner survey, by 2018, 50 percent of organizations are expected to invest in customer experience innovation.

What firms need to contemplate is that customer must be the key focus of all their endeavors. Improving customer experience is not just limited to front-end operations, in fact, to deliver a value-based experience, both front-end and back-end operations of an organization need to collaborate. Simply put, enhancing customer experience should not be the lone headache of customer service representatives; rather an enterprise effort is incumbent. In such trying circumstance, field service automation can come to aid of organization invested in bettering customer engagement and the overall experience. By deploying field service solutions, an organization can equip its customer-facing team or field technician to have access to customer’s work history, allowing the team to make a valuable recommendation, thereby winning the heart of customers. This not only assists in meeting customer demands, but also results in improved productivity, efficiency, and ROI, as a consequence.

Therefore, by leveraging the best of digital tools, organizations can manage the ever-increasing customer expectation better. At this unique juncture, where customer needs meet digitalization, organizations must ensure that they use technology as per organizational needs and customer expectations.