traditionally counterintuitive to cost-efficiency. How do you take best practices based on input from your organisation and partners and incorporate them without fragmenting the system? How to adapt to changing future demands from our customers, still using the same system? How fast can a modified service model (and necessary IT-system adaptations) be deployed? How do you dramatically increase flexibility in work order management in order to be better prepared to handle changes in clients’ conditions in real-time?

In addition, business is personal. Business is conducted between people, not companies. When all is said and done, how well we get along determines who we work with. But as we rely more on our phones and email, on call centers or an inhouse sales force, we spend less time face-to-face with our customers. By empowering field service personnel we can reclaim the customer visit. They are out there, every day, close to your customer; they must radiate professionalism, expertise and the ability to deliver the right level of service.