Field service software and other technology developments are helping companies deliver a winning CX. According to a study conducted by WB Research for the Future Trends in Field Services report (download required), 81% of industry executives believe smart connected devices will reshape the industry in the next 5 to 10 years. By building a strong field service technology platform, companies are addressing customer experience gaps and turning strong delivery into a competitive differentiator. Service providers are increasingly looking for field service solutions that let them more efficiently manage techs in the field. A study by PriceWaterhouseCoopers revealed that 32% of customers abandon brands after one bad experience.
Salesforce said Wednesday that the U.S. Department of Health & Human Services has awarded the company a 100 million blanket purchase agreement for subscriptions. The deal likely means that Health & Human Services units will be able to add Salesforce subscriptions via central purchasing. Before the deal, Health & Human Services didn't have a centralized purchasing agreement in place. Now the agency has more buying power and a model to roll Salesforce out in new areas. For Salesforce, the bulk subscription deal is another data point highlighting how the company is landing large deals for its platform.
ServiceNow is officially rolling out its customer service management offering in a move that'll expand its addressable market and put it on a collision course with established players such as Salesforce and Oracle. The bet: An IT service management twist on customer service can create a closed loop that ties initial contact and engagement to an issue being resolved. ServiceNow is launching its customer services tools to the broader market at its Knowledge 16 conference in Las Vegas. "Customer service is broken and we all know it's broken," said Dave Stephens, vice president of products at ServiceNow. "We can support customer service so the mission becomes continual service improvement, which is the main goal of ITIL."