"Speed is the new currency of business," Marc Benioff once said - but when it comes to customer satisfaction in field service, speed is only part of the story. What truly matters is how quickly and effectively you resolve pain points — while your customer is still feeling them.
Today’s customers expect real-time support, clear updates, and frictionless resolution. When service issues are met with silence or delay, trust erodes. But when you resolve issues as they happen — with complete transparency — you don’t just fix problems. You build loyalty.
At Field Squared, I’ve seen leading field teams shift from reactive to real-time by using technology that connects everything: their people, their data, and their customers. Here’s how they’re making it happen.
1. Location Intelligence: Know Where Everything Is — Instantly
When your assets, crews, and customers are all on the move, static systems fall apart. Real-time location tracking gives you eyes on the ground — instantly. Field Squared customers are dispatching faster, rerouting in seconds, and sending status updates automatically, all because they know exactly where their people are. That’s a huge leap from old-school whiteboards and spreadsheets.
2. Automated Workflows: From Ticket to Resolution — Without Delay
Resolving customer pain in real time means removing friction from every step. Our customers use Field Squared to automate everything from work order creation to technician check-ins and closeouts. That means fewer manual handoffs, fewer dropped balls, and a faster path to resolution. One customer shaved 45 minutes off every job just by digitizing their checklist and photo documentation.
3. Real-Time Customer Updates: End the Guessing Game
A McKinsey study found that 70% of buying experiences are based on how customers feel they’re being treated. And nothing says "you’re on your own" like radio silence. With Field Squared, your customers get real-time updates, technician ETAs, job completion reports, and even photos — all without anyone picking up a phone. It’s not just efficient; it feels human.
4. Instant Visibility for Managers: See the Bottlenecks Before They Break Things
Whether it’s a missed SLA or a technician stuck in traffic, the earlier you know, the faster you can fix it. Our dashboard gives ops managers the situational awareness they need to make better decisions in the moment — not just after the fact. As one user told us, “It’s like flipping the lights on in a room we didn’t even know was dark.”
The Payoff: Pain Avoided, Trust Earned
When you use technology to resolve customer issues in real-time, they feel supported — not because you say so, but because they never had to follow up. That’s the new bar for field service.
Want to be the team your customers trust the first time and every time? Start by solving their pain before they even have to ask.
