Part 4 of 10 in our “Make Your Business More Efficient With Field Service Software” series will discuss optimized field service operations to enhance the customer experience and grow your business.
Field Service Technicians are often the only representative that ever set foot on a customer site for service activities. In many cases, the type of service done or information communicated by field technicians is the primary way for customers to truly measure the integrity, credibility, effectiveness, and overall impression of the service organization. As a result, a good field service experience can make all the difference in determining customer loyalty and future business.
- Field Service is more than just scheduling the right tech. Scheduling the technician has high stakes when it comes to field service, but in order to drive the customer experience organizations must ensure resolution. Customers look to the service organization to not only route a technician but to get assets back up and running the first time.
- Customer satisfaction is a leading indicator to field service success. Competitive factors continue to elevate the importance of providing value-added services for customers. Top performing organizations exceed customer expectations and SLA’s in order to retain valuable customers. All service functions need to keep the customer and their needs at the forefront of each decision.
- Compliance is a good first step, the next is service excellence. Top performing service organizations have been able to achieve measurable performance improvements in retention, satisfaction, and revenue generated from customers through going beyond just meeting customer needs. SLA’s should be a baseline of performance, the goal of service must be to continuously improve the value being provided to customers and ensure the entire service organization has them in mind during each interaction.
To achieve optimized field service, empower your technicians with Bella Solutions to access customer data in the field while on customer site. Technicians will have access to service history, ability to upload and download documents and photos, invoice capability, and real time communication with office staff. Just imagine how this will enhance your customers experience!