Service Business

How Service Management Software Enhance Efficiency

By | Field Service, Service Business | No Comments

The delivery of service to a customer invariably requires getting several things done at the backend, triggering many variables, to execute a chain of events. The more seamless the workflow, the faster the execution of the service, and more rewarding the customer experience.

Strange as it may seem, many enterprises still use paper-based systems to manage their service operations, as they can never take the time required to invest in a new team, and are anyway hesitant to invest money in it. Investing in a service management software is well worth the while, having the potential to transform enterprises to a whole new level, improving accuracy, accelerating the workflow, unlocking several insights not possible, enhancing customer satisfaction extent, and leading to overall all round efficiencies.

Service management softwareThe Basics of Service Management Software

Even the most rudimentary field service management software automates the following core service functions:
• Scheduling of tasks
• Tracking progression of tasks
• Managing quotes
• Billing and invoicing
• Inventory and dispatch management
• GPS navigation for field service suites
• Work order management
• Technician and personnel management

As the adage goes, “anything not automated will slow you down”. Automation accelerates the workflow and spares executives from being bogged down with such routine tasks, allowing them to spend more time on their core competency, with the customer, or to further their business.

Field Service Management Suite

Field service management suites go a step further in delivering additional efficiencies, by making it very easy to coordinate field management operations. A standard field management suite logs and tracks service schedules and complaints, assign technicians, track the movement of technicians, notify clients of the expected arrival time of technician, track the progress of work, links to the command and control center for assistance in troubleshooting, generates the invoice, and take feedback. Without a service management software, the entire process would be chaotic, marked by ad-hocism and confusion. Much energy would be wasted on technicians seeking confirmation on what to do next, services getting postpone for lack of timely communication or instructions, customers repeatedly contacting customer care to know when the technician would arrive, and much more.

Field Service SoftwareService Management Software Implementation Best Practices

However, service management solution delivering efficiency is not given. The suite delivering on its intended purpose, and boosting efficiencies depends largely on how the suite is conceived, developed, and executed.

Understand the business requirements. Especially be aware of the pain points, and design a workflow on how the service management software would improve such pain-points. Estimate the required capabilities and the metrics used to measure success, and make sure to co-op in the service management software.
Successful software development is a collaborative process, involving not just the developers, but also business managers, end users of field technicians who would be using the suite, and other stakeholders. Institute a system in place for seamless collaboration, and make sure to co-opt user requirements to the software. Software design is not a one-off project, but a continuous process, with the suite updated to reflect the changed business and environmental realities.
Mobility solutions are growing at an exponential pace. The best service management software offers delivery through mobiles, preferably through apps. App based delivery allow field executives, managers on the move, and even remote offices to update the system in real time, improving accuracy, boosting productivity and improving the quality of decisions to no small extent. With service management powered by mobile apps, the stakeholder can get the latest information, and take the required action, in real time, without waiting to get to the office or make a follow-up for want of information.
Institute ticketing capability in the service management solution. When customers make a request, a ticket is generated and assigned to the appropriate technician or executive. Each ticket, which denotes an incident, may be linked to problems, change requests, and more. Such a ticket based workflow make it easy to track the progress of work, control the scope of work and pending orders.
The entire problem and workflow may be throughout their life cycle and recorded in a knowledge repository, for fine tuning the system to prevent similar incidents in future, and for prompt or pre-emptive action if similar issue flares up later.

Efficient service management solutions streamline the entire service request management, from creating the incident to resolution, automate all possible tasks in its wake. The suite integrates seamlessly with IT operations management (ITOM) solutions, such as network management, server monitoring, and remote support software, to make the entire operations seamless and tightly integrated.

As the indispensability of service management software becomes more and more evident with every passing day, the market is in a state of churn, with many new vendors cropping up every year, and existing vendors increasing their capabilities. Opt for a vendor who has withstood the test of time, and who has a dedicated and talented team who can walk the talk. We fit the bill in all aspects, having delivered cutting edge service management solutions for a host of companies, cutting across sectors.

Best 6 Growth Hacks for Running a Service Business

By | Service Business | No Comments

Running a service business is by no means easy. The cut-throat competition and keeping pace with the ever changing technology are challenging enough, without plotting strategies to take the business to new levels. Here are six growth hacks for running a service business.

1. Institutions, not Individuals are Supreme

The importance of human talent can never be understated in today’s age where creativity is a key source of competitive advantage. However, at the same time, people are cyclical, and keep on moving, as opportunities come knocking. A truly successful enterprise lives up to the adage, “no one is indispensable,” and builds systems and processes that enable the enterprise to deliver excellence regardless of who is “behind the wheel.” Successful enterprises manage to entrench its culture and core values among the workforce, rather than fall into personality-centric trappings.

2. The Pyramid is not Sacrosanct

The classic service business operates on a pyramid model, with several junior people, lesser mid-level, and few senior people, epitomized as the minders, grinders, and finders respectively, in the mix. While this is a time-tested model, nothing is set in stone, and successful enterprises have no option but to evolve and change according to the dictates of the marketplace in which they operate. Today’s highly fluid businesses environment may necessitate a loose matrix ecosystem of specialists connected to a client strategist lead.

Also, highly successful CEOs lead from the front. They take an active role in pitching to new prospects, meeting new clients, open the door, and do everything. The benefits of such a hands-on approach are manifold, ranging from a first-hand understanding of what really sucks and requirements improvement to getting blunt, direct feedback from customers, and everything in between.

Pyramid Management - Growth Hack3. Manage the Growth

Successful businesses are never satisfied with the status-quo or the current levels of enquiries and sales opportunities. They adopt a culture of continuous improvement, constantly seeking to grow their business and instill a culture of performance. The best kind of growth is organic, as it does not involve culture clashes or earn-outs.

The talk of growth notwithstanding, all enterprises run into a crisis from time to time. Success depends on how well they manage the crisis. Smart enterprises embrace experimentation and innovation to drive growth, but at the same time, are prepared and ready to accept failure if the initiative does not click. For instance, when adopting change, the best option is to start small, with the change affecting only a small subset of selected customers, rather than risk untested change on everyone.

4. Master the Four Stages of the Customer

The four broad stages of a service business model are the acquisition of the customer, activation of the account, retention, and revenue collection. Often there is a fifth stage of referral, which makes the process cyclical, with one acquisition ultimately resulting in another one, repeating the cycle.

The obvious aim of the enterprise is to progress the maximum number of “users” from one stage to the next. The ways to do so are many, including analytics to find out which initiative clicks, and several change initiatives designed to try and “beat the control.”
Each customer is unique and has different needs. New customers especially have expectations that need to be met before they feel comfortable.

5. Get Innovative with Marketing and Promotions

Regardless of how unique or good the service offering, there is no shortcut to marketing and promotion. Identify the most effective strategies by gauging the sentiments of the target audience, deploy A/B tests to gauge the performance of ads, monitor click through rates and conversions of online ads, and more. However, conventional “push” marketing is no longer enough, no matter how efficient the delivery. In today’s age of cut-throat competition, businesses need to look into “pull” tactics, such as nurturing influencers who command massive influence over a target audience, and whose insight and experience potential customers trust.
Promotions and Marketing - Growth Hack

6. Client Management Rises in Importance

The true power and worth of an enterprise is no longer the number of its workforce or the extent of its geographical footprint, but the size of the clients, and how long the largest clients have been running. Client management is now just as essential as geography management. Successful business tries to reduce churn by delighting customers, understanding very well it existing customers is worth up to 10 times more than their first purchase.

While specific strategies can and should vary depending on the circumstances, there is no workaround to orienting internal systems and processes to the customer. A good example in musical artists tending to release tracks toward the beginning of the week, when they are most likely to capture people’s attention. Fine tune all initiatives depending on the behavioral preference of target customers. Research, with help from big data analytics, is the tool for success.

In today’s age of the pampered customer, there is no alternative to putting the customer first in whatever the enterprise does. This is easier said than done and requires fine-tuned systems geared to catering to customer needs. Reach Out Suite is the perfect solution to develop seamless, customized, and tightly integrated systems and procedures, such as workflows, audits, and inspections. Sign up now, your first 3 users are free!