How We’ve Accelerated Our Service Digital Transformation During the Pandemic
Learn about the key technologies and strategies used to improve the customer experience and bottom line during the global crisis
October 27, 2020
2020 has been wrought with challenges, especially for the field service industry. With the pandemic wreaking havoc on every industry, more pressure was put on essential industries like retail, grocery, supply chain and mail manufacturers. The use of remote support services has skyrocketed to ensure that these industries continue to provide essentials to their customers and keep the economy moving forward.
Being a service and support provider for several major essential industry players, when the pandemic hit, we shifted more focus on our service organization’s digital transformation. We recognized the value that beefing up our remote support service capabilities would bring to ensuring our customers’ organizations never falter when it matters most.
This digital transformation acceleration was also a major theme at the 2020 Field Service Virtual Summit & Expo, where cross-industry service and support leaders were brought together to share their successes, challenges, and experiences building world-class operations during this unprecedented year.
Bell and Howell’s own Vice President of Analytics & Data Science, Dr. Haroon Abbu, shared our digital transformation story as a keynote panelist for Key Technologies Field Service Organizations Should Be Investing in Today to Ensure Business Continuity and Growth in a Post-Pandemic Economy session.
Watch the one-hour panel session to learn about how we’re using technology to improve our remote support service. Enabling us to fix over 70% of service calls remotely and boast a 92% first-time-fix rate on connected machines.