Post COVID-19, are you expecting changes to go-forward Services engagement processes?
What will the changes be in our industry as we move forward over the next year or more under a "new normal"?
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One of our R3 polls asked "what are expectations regarding work at home policies after the crisis subsides?" 73% of respondents said they expect remote working to increase. Now that companies have found employees can be just as productive--or more productive--working from home, it will continue. I also think investments being made to improve virtual customer engagement will also drive future behavior. Many retail companies are realizing that in-store shopping will never come back 100%, and I think the same applies to customer adoption of cobrowse, web chat, video chat, digital chat, etc. Especially for field service, employees going onsite will become a last resort, not a default approach.
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@Chris Wright We are tracking several potential scenarios that impact how we sell and deliver technology solutions. As John mentioned, remote services and virtual organizations are two scenarios we believe will continue in the long term. For more information, check out our presentation from TSW Live!:
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Thanks for the additional insight John!
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Great question! Our healthcare customers are establishing new policies for vendors and new guidelines for onsite service delivery. It appears to be very dynamic right now. We have moved to digital as much as we could. I think the challenge remains establishing a new standard model, informed by customer input, that can be performed consistently so there are no variance in customer experience OR ability to train our PS teams.
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