Truck rolls limit capacity, requiring more staff at a lower efficiency
Post-Covid...essential or not, in-home visits will never be the same
Customers want immediate solutions (in hours, not days).
Traveling to customer sites (for everything) is no longer a competitive model. Companies that rely on truck rolls will fall behind and eventually lose.
Tools like Zoom or WebEx can be incredibly useful, but they were designed for meetings, not walking a customer through their problem.
Rarely does a customer want to download an app just to get their router looked at...it provides a terrible experience that can impact your brand.
While some tools look great upfront, they require technically savvy teams and have a complex UI that frustrates customers.