Field service is not a generic business process. It’s where your key business pillars of customer experience, efficient operations and employee engagement all meet. If you get it right, the sky’s the limit; if you get it wrong, business performance quickly suffers.
That’s one of the reasons that Leadent covers the full spectrum of services from consulting advice to software development; our experience of the end-to-end process and the customer drivers give us the acumen to build apps and solutions that really provide what our customers need. For example, when we noticed that field service solutions were more focused on efficiency than customer experience, we helped to plug that gap with the development of On My Way for last-mile customer communications, just one example of our expertise being turned into an easy-to-use, flexible technology solution. It’s that insight into what matters to the modern field service organisation that fuels our innovation and shapes our ability to implement seamlessly.
We can work this way because most of our people have ‘been there and done it’ for some of the UK’s leading field service organisations. We generally only hire experienced people who’ve been on the front line because they talk the language of field service, and they understand our customers’ perspectives on what’s important and what’s not.