Run a field service business? Here’s why efficiency is everything
- 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.
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.
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.
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.
Get in touch.
Don’t miss more articles by The CRM Team
Customer Engagement TrendsBrands are built on the success of their customer service. Instead of it being a responsive measure to deal with complaints, companies are learning to take personalised, empathetic customer care right to the heart of everything they do. This...
Top ecommerce trends for 2023ECommerce is one of the most rapidly evolving industries in the world. In order to remain relevant and competitive, businesses must stay up to date with the latest eCommerce trends as well as the ever-changing expectations of their...
10 Tech Trends to Expect in 2023With the pandemic accelerating digital transformation, 2022 was hit hard by the digital revolution. Technology is enabling more people than ever to stay connected both personally and professionally, putting pressure on the global...
Discover More Stories