Your last mile service is one of the most important points of your business. It’s when your customer finally experiences your brand and benefits from your product or service.
But in this age where everything is on-demand, B2B companies are failing to keep up. Why is this so? Why are B2B organizations failing where B2C companies are thriving? And how can enterprises reinvent their last mile service?
The Age of Convenience-Driven Economy
Customers demand frictionless, mobile-first engagement in this age of a convenience-driven economy. They want services that are immediately available whenever they need them.
The continuous production of smart mobile devices pushes this idea forward, and the proliferation of on-demand service platforms fuel the production in turn. According to Statista, there are 3.5 billion smartphone users by the end of 2020, projected to reach 3.8 by 2021. Moreover, Statista reports about 22.4 million users spend $57.6 billion in the on-demand economy annually.
A huge chunk of these on-demand services are performed by deskless workers, which make up about 80% of the global workforce. Currently, there are about 2.7 billion deskless workers around the world. According to an Emergence Capital survey, 60% of them use smartphones and tablets in their line of work, while about 8% have access to newer devices such as smart watches and drones.
Some of the more successful on-demand service platforms include Uber, Airbnb, and Urban Company (formerly UrbanClap). What makes these services succeed are the following qualities:
- The customer drives the experience, instead of the other way around.
- They bring demand and supply into a common platform.
- Scalable economies run the services’ engine.
- They deliver the last mile service option.
B2C companies have succeeded here. So why can’t B2B enterprises do the same?
B2B Enterprises and the On-Demand Service Model
There are mainly two reasons why B2B enterprises fail to adopt an on-demand service model: inward thinking and tethering technology.
According to a Taylor and Francis editorial, an inward-looking operation implies concentrating on “matters in hand in a particular factory, workshop or business unit.”
Naturally, inward thinking entails a focus on in-house modifications such as inventory reduction, lead time reduction, operating cost reduction, and quality improvement.
However, this leads companies to become more focused on technologies and improvements, and less on actual connections to their markets.
On the other hand, tethering technology has been in use for 20 years now, ever since the advent of CRM technology tools. However, companies have become so reliant on CRM technology tools that they’re basically being held hostage by them.
Customers need to connect first to a CRM agent in order to avail of a service. Only then will the CRM agent contact the deskless workers needed to get the job done. Both the customers and field workers become tethered to the CRM agent, leading to a disconnect between them.
Customers aren’t able to get direct and real-time updates from the field workers they need, and the field workers aren’t able to access vital information from the customers whenever they want to. This leads to a lot of time wasted on waiting and back-and-forths, greatly inconveniencing both parties.
In a post-COVID world, requesting the last mile service should be as easy as calling an Uber. At GoDeskless, we’re striving to make that possible.
Reinvent Your Last Mile Service with GoDeskless
The GoDeskless platform reinvents your last mile service engagement with customers. Our solution? Simple, fast data, combined with on-demand experience.
The GoDeskless platform enables providers to directly engage with their customers. Customers make an on-demand request on the GoDeskless platform through the SnapHelp app. When that’s done, the platforms algorithm matches the demand with the supply to find the best resource. On the service providers side, TrackHelp connects the field workers to the customer in need.
Moreover, the GoDeskless platform processes complex, heavy enterprise data, simplifies it, and delivers it fast at the point of interaction. No more information disconnect caused by badly-designed, high-latency knowledge bases. Just faster, transparent, secure customer engagement, without the experience friction.
This untethering of the convenience gap for enterprises opens up a service marketplace with your brand in the center. GoDeskless brings the customers and the service providers onto the same platform.
Increase your customer engagement. Reduce your maintenance service costs. And earn back the service revenue you’re missing for not connecting demand with suppliers. To learn more about how you can leverage the GoDeskless platform to reinvent your last mile service experience, feel free to Book a Demo here.
