DZone
Thanks for visiting DZone today,
Edit Profile
  • Manage Email Subscriptions
  • How to Post to DZone
  • Article Submission Guidelines
Sign Out View Profile
  • Post an Article
  • Manage My Drafts
Over 2 million developers have joined DZone.
Log In / Join
Refcards Trend Reports Events Over 2 million developers have joined DZone. Join Today! Thanks for visiting DZone today,
Edit Profile Manage Email Subscriptions Moderation Admin Console How to Post to DZone Article Submission Guidelines
View Profile
Sign Out
Refcards
Trend Reports
Events
Zones
Culture and Methodologies Agile Career Development Methodologies Team Management
Data Engineering AI/ML Big Data Data Databases IoT
Software Design and Architecture Cloud Architecture Containers Integration Microservices Performance Security
Coding Frameworks Java JavaScript Languages Tools
Testing, Deployment, and Maintenance Deployment DevOps and CI/CD Maintenance Monitoring and Observability Testing, Tools, and Frameworks
Partner Zones AWS Cloud
by AWS Developer Relations
Culture and Methodologies
Agile Career Development Methodologies Team Management
Data Engineering
AI/ML Big Data Data Databases IoT
Software Design and Architecture
Cloud Architecture Containers Integration Microservices Performance Security
Coding
Frameworks Java JavaScript Languages Tools
Testing, Deployment, and Maintenance
Deployment DevOps and CI/CD Maintenance Monitoring and Observability Testing, Tools, and Frameworks
Partner Zones
AWS Cloud
by AWS Developer Relations
The Latest "Software Integration: The Intersection of APIs, Microservices, and Cloud-Based Systems" Trend Report
Get the report

Uber-izing Field Service

Companies can improve customer experience (CX) by delivering service in real time. New tech is allowing companies to quickly crowdsource technicians.

Tom Smith user avatar by
Tom Smith
CORE ·
Mar. 27, 17 · News
Like (2)
Save
Tweet
Share
5.45K Views

Join the DZone community and get the full member experience.

Join For Free

How many times have you had to miss a half-day of work because the cable company, or another service provider, would only commit to making a service call between 8:00 am and noon or 1:00 pm and 5:00?

Coresystems Software is providing a game-changing alternative. They're already in Gartner's "magic quadrant" for field service management.

I just wrapped up a call with Manuel Grenacher, CEO of Coresystems, who is working to connect all aspects of the field service value chain through technology thereby making customers' lives simpler and easier.

Coresystems is enabling companies to crowdsource service professionals to deliver service in real time. Telcos and energy companies are using his services since they don't have the staff needed to help customers install the smart home IoT devices. 

Companies that use this model onboard and certify the technicians before they send them to visit a customer. And companies can actually use shared resources to deliver in real-time by using self-employed sub-contractors or fully employed professionals who want to generate additional revenue outside of their typical workday like many Uber and Lyft drivers.

The technology helps large companies without enough service technicians on staff to address customer needs — have their problem corrected, at their convenience, in a single visit. This is in direct response to customer demands for what they want when they want it.

Coresystems has another company, Mila, that helps large companies build and onboard technicians.

Swisscom already has 4,000 crowdsourced technical professionals supplementing their 1,500 person workforce. They're able to meet customer needs 24/7/365. Swisscom is able to improve customer satisfaction by offering a new customer experience with no fixed costs. Customers can receive a service call from a Swisscom technician for $200 to $300 or from a Swisscom "friend" for $80. Ratings average 4.8 out of 5 from a demanding Swiss clientele.

Coresystems is just penetrating the U.S. market and is working with an HVAC provider in Phoenix to provide a field service team of 200 crowdsourced technicians.

To be successful, companies will need to document work instructions, checklists, quality standards, enable technicians to check-in and check-out, perform safety checks, and enable technicians to log in remotely for help with issues beyond their scope of expertise. Of course, these are best practices for any business.

It's also a great way to streamline field service operations to provide a better customer experience. 

Opinions expressed by DZone contributors are their own.

Popular on DZone

  • Spring Boot, Quarkus, or Micronaut?
  • Introduction to Containerization
  • The Power of Docker Images: A Comprehensive Guide to Building From Scratch
  • mTLS Everywere

Comments

Partner Resources

X

ABOUT US

  • About DZone
  • Send feedback
  • Careers
  • Sitemap

ADVERTISE

  • Advertise with DZone

CONTRIBUTE ON DZONE

  • Article Submission Guidelines
  • Become a Contributor
  • Visit the Writers' Zone

LEGAL

  • Terms of Service
  • Privacy Policy

CONTACT US

  • 600 Park Offices Drive
  • Suite 300
  • Durham, NC 27709
  • support@dzone.com
  • +1 (919) 678-0300

Let's be friends: