Run a field service business? Here’s why efficiency is everything
Read the statistics – they paint an interesting picture. Consider this:
- 91% of customers stay loyal to brands that offer low-effort interactions
- Only 4% of service organisations can solve an inquiry using a single application
- 77% of consumers globally have a more favourable view of brands that offer proactive service notifications.
Conclusion: customers love efficiency. They stay loyal to companies able to offer it. However, very few businesses are able to offer the kind of service that keeps customers coming back. If you’re one of the few that can, you’ve got a powerful market differentiator – one that can allow you to carve out a niche in the market.
Here are 4 ways the right toolset can drive efficiency for that market-leading edge.
1. Intelligent Scheduling.
A great top-down view is key to optimising service delivery. If dispatchers can access real-time information on where technicians are, accurate, efficient scheduling becomes possible. Workloads and resources can be better balanced too, and more appointments scheduled per day. The result: productivity gets a massive boost.
2. Remote Monitoring
On-site assistance should be carried out only when necessary. The right technology can help you detect, troubleshoot and resolve issues remotely when possible. Remote monitoring and predictive maintenance also become possible when you have the right tools. Moreover, systems can be designed to ask customers the right questions upfront. Do this and you can ensure you dispatch technician only when necessary – and that when you do, you always send the right person for the job.
3. Streamlined Administration.
Admin is the enemy. It eats into energy and resources. By streamlining the back office, your time is far better spent. The right technology means that client emails, phone calls and appointments can be monitored at the click of a button, and stored in one place, against their client record. Clients can also be kept informed at any stage of the engagement, with updates being sent by staff from any device. Further, when you have the ability to generate reports instantly, you can prioritise the most important clients and ensure you always provide great experiences to your customers.
4. Efficient Contract and SLA management.
Field service organisations have tons of info to keep track of. And while background information is key, it can quickly become a burden. Technology can provide key alerts and prompts, making insights actionable. For example, when service contracts, warranties and installed products are kept up to date, business flows far more smoothly. Driving additional revenue becomes possible too. Accurate contract information can ensure you are offering renewals at the right time, and not letting any contracts expire.
Conclusion: customers care about service. Organisations able to keep interactions low-effort build customer loyalty. The right toolsets such as Microsoft Dynamics for Field Service can connect and empower service technicians, facilitate optimal scheduling and enable optimised contract management. From customers’ perspectives, the result is smooth, seamless service delivery – the kind of interactions that keep them coming back.
Want to explore how we could help you transform your field service?
Get in touch.
Don’t miss more articles by The CRM Team
6 Ways Technology Can Supercharge Your Sales Process Today’s marketplace is always on. And it’s always evolving. To keep up, leading-edge organisations are turning to technology. Why? Because technology drives market traction. Greater forecast accuracy, real-time...
Never lose a prospect? What lead nurturing can really deliver The sales and marketing funnel is all about conversion. Curious prospective buyers enter at the top and happy customers exit at the bottom. But what happens when your funnel looks more like a sieve? By...
How a CRM Solution Can Fix Your Sales Forecasts Sweaty palms? Nervousness? Fingers hovering over the keyboard, afraid to commit to a single figure? Sales forecasting can rattle even the most seasoned sales director. When forecasting – for the month, quarter or...