Last week the Diabsolut FSM team attended ClickConnect, ClickSoftware’s global customer conference held in the stunning Eden Nobu hotel in Miami, Florida. This year, the event brought together field service leaders and experts from a wide range of industries and geographies to share their knowledge and learn more about product innovations, customer success stories and best practices.
With a venue full to the brim of field service knowledge, there were many informative and engaging presentations and conversations. From moving to the cloud, technology trends transforming field service to best practices for capacity planning, ClickConnect offered thought provoking and educational content to pique the interest of every attendee.
Here are our top 3 highlights from the event:
- Community engagement matters
The event united a very engaged Click user community and gave them the opportunity to network with other users to discuss best practices and exchange lessons learned from their own experiences with the solution. The customers in attendance that we spoke to were thrilled to be there and said they had benefited from increased knowledge to improve their system adoption identified new areas of usage and overall maximise the value of their ClickSoftware solution. Our own customers were clearly inspired to implement new processes, improve on existing approaches, and armed with specific ideas to improve current business practices to increase management insight, save time and money.
- Customer experience is everything
Customer service and experience expert, best-selling author and hall of fame speaker, Shep Hyken, gave an enlightening keynote speech on why delivering amazing customer service, customer engagement, managing the customer experience and creating customer loyalty really matter. He reminded us that great service is no longer an option. It’s expected. Shep’s key advice for creating customer loyalty included: creating a customer-focused culture in your company, creating confidence by following through on commitments you make and always under promise and over deliver.
- The Internet of Things (IoT) is everywhere
Discussions around disruptive technology trends focused on how IoT presents both a challenge and an opportunity for field service organizations. The proliferation of IoT devices and technology provides new and transformative opportunities for businesses and consumers alike, connecting everyday objects (from smart home appliances to machinery on the plant floor) in order to collect and analyse data. From smart home appliances to an assembly line machine on the plant floor, the challenge is being able to gather, leverage and act on the huge amount of data generated by sensors in connected devices. Conversely, the business benefits of IoT are far reaching. With intelligent analysis, field service will become increasingly predictive, highly efficient, and will create a better understanding of customer needs.
The Diabsolut FSM team left this year’s ClickConnect feeling more connected to and focused on the needs of our customers and excited about the future of field service. Roll on ClickConnect 2019!