Field service is going through significant changes. The pandemic has heralded a digital-first approach. Customers prefer to engage with digital channels, forcing businesses to become tech-savvy. Side-by-side, the business environment has become more competitive. Companies seek efficiency improvements and product differentiation to overcome competition. Here are four ways for field service businesses to boost revenue and improve customer experience in 2022.
Today’s customers demand fast services. They expect competent agents who do a complete job at the first visit. Unfortunately, delivering such impeccable services requires sprucing up scheduling and dispatching.
Many businesses continue with inefficient scheduling processes, using manual whiteboards or spreadsheets. Scheduling becomes a full-time, stressful job for the scheduler. Mistakes become commonplace. The scheduler may omit to assign a technician to process a work order, leading to customer discontent. On other occasions, two teams of technicians may arrive to do the same job. Scheduling through a field service suite spares the enterprise from such embarrassments.
A field management suite automates and streamlines the process. In today’s dynamic and fast-paced world, work orders have varying levels of urgency. Some customers may have an emergency that mandates immediate attention. The following customer may have a premium plan that warrants priority attention. Yet another customer may demand service at a specific time. A fourth customer may want to reschedule the appointment. Amidst this stressful situation, a couple of field technicians may call in sick, and another technician may wish to exchange his shift to another slot.
The system opens a work order ticket when the customer accepts a quote. Intelligent algorithms enable optimal scheduling of agents to open work orders. The software:
ReachOut field management suite offers advanced capabilities to optimize scheduling and boost the customer experience. Easy calendar views make each technician’s workload explicit. Intuitive drag-and-drop actions make work assignments and change easy. Prompt notifications alert agents and customers of changes.
Enterprises realize more revenue and better-satisfied customers by streamlining workflows. Streamlined workflows improve efficiency and deliver savings on operational expenses. Routine activities occur without a hitch, allowing executives to focus on higher-value tasks. As a result, they spend more time handling exceptions and delight customers.
A field service suite helps businesses streamline operations. It:
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True customer delight comes when the business delivers on-time service. Today’s customers dislike waiting. Worse if companies do not fulfill their promise of resolution within a specified time. A field service management suite enables on-time service and boosts customer satisfaction. The suite:
ReachOut enables real-time tracking of field agents. GPS-enabled smartphone apps reveal the location of the field agent and offer accurate ETA to the worksite. Customers who know help is on its way remain assured, even when the technician is running late. Once the work is complete, APIs and connectors pull in data from various enterprise and third-party databases to auto-generate invoice and email it to the customer. The payment collection platform, integrated with the field agent’s smartphone app, allows the agent to collect the payment before leaving the customer’s premises.
In today’s cut-throat competition, businesses seek differentiation by catering to the customer’s needs and preferences in minute detail. Successful field service businesses make the customer their focal point of concern. They try to delight the customer in everything they do. They align their system and process to match customer preferences. A field service management suite enables the business to offer differentiated services to the customer.
A quote management suite enables the business to break down the services. It allows customers to choose the services they need. The backend software computes the time and resources for the task and generates instant quotes for the customer. On acceptance, the quotes convert into tickets, which the customer support tracks and follow-up until resolution.
Businesses may also use the quote management suite to offer:
ReachOut’s field service software helps field service businesses improve customer focus. APIs and connectors deliver seamless integration with quote management software and other databases. Businesses leverage ReachOut’s flexibility and resilience to launch customer-focused offerings.
ReachOut’s robust end-to-end technology solution quickly turnaround field service tasks. The suite offers visibility into operations, automates processes, and delivers insights. As a result, businesses provide their services better, increase revenue and boost customer satisfaction levels.
To know more about ReachOut services, get in touch with us.