Managing Change in Communication Field Service Organizations

Empowered by technology that makes their lives easier, consumers have high expectations of what constitutes an exceptional customer experience. In a connected world, consumers know that fueling the speed of service should not be a roadblock to them getting what they want and when they want it. Many communication organizations recognize the need to implement or upgrade existing field service management (FSM) solutions to meet these demands. As with any large technology implementation, the impact of installing new FSM technology will affect field service employees, company culture, and business processes. Managing the change associated with new FSM technology is just as important as overseeing the actual implementation and rollout of the software…