Recently, Field Nation hosted an executive webinar with Service Council entitled “Growing Profitably in 2021: Leveraging On-Demand Talent.” The webinar featured ideas from service industry leaders, including Rob Miller, Chief Customer Officer (CCO) of Service Express. He shared how his company leverages on-demand labor to create a differentiated customer experience.
Service Express, a leader in third-party maintenance (TPM), has achieved impressive customer satisfaction metrics, including:
- 97% first trip repair success
- 99.8% inventory accuracy
- 99.5% calls returned within <30 minutes
- A net promoter score of 90
To complement its base of over 600 employees, Service Express leverages a network of on-demand technicians through Field Nation. Here are four lessons from their service delivery journey.