All field service organizations seek to improve customer satisfaction; however, in recent years more and more customers are demanding real-time information when working with an organization. Consider Domino’s Tracker application and television commercial, customers are demanding to know when their pizza will be delivered! The demand for greater transparency can be delivered through your field service organization. Digital transformation has become more fast-paced as service industries face unprecedented disruption in the form of competition, top management cost pressures, demands for quicker go-to-market strategies, as well as a skills shortage as aging workers leave the workforce. To improve customer satisfaction, service companies are having to rethink their business models entirely. But with so many complicated internal processes and businesses wound up in legacy software, what is the best approach? Bimodal IT may well be the answer.
What is bimodal IT?
Bimodal IT provides a way to support exploratory efforts to solve problems and improve customer satisfaction in new, agile ways that don’t interfere with staid operations.
According to Gartner Research, bimodal IT represents a style of work that combines agile with slow and predictable. It is:
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