Four Ways to Improve Customer Experience Using Field Service Management Software

Businesses operating in today’s digital-first world have a complex relationship with customers. Today’s customers are different from the customers of even a decade ago. The Internet and ready access to information has made them aware and informed. But it has also made them fickle and impatient, with short attention spans. Customers research a company upfront before engaging with the business or clicking on the “buy now” button. When they engage, they expect personalized attention and instant results. Once satisfied, customers tend to return and leave favorable reviews. But if the company cannot meet the customer’s expectations, they go elsewhere. Most of them do not bother to waste their time when put on hold. They instead complain in online forms and give negative feedback. 

Businesses have their task cut out to improve customer experience. Leading businesses implement new technology and innovative processes to stand out from competitors. Field service management software delivers such innovative services and ensures customer-focused operations. Here is how service businesses apply automation, digital forms, and other innovative strategies to enhance customer experience.

Read more: Optimize Your Service Management Business with Field Service Software!

1. Have mechanisms in place to translate goals into action

The basic step towards enhancing customer experience is a clear, focused vision. 

Create customer-focused goals derived from the broader enterprise strategy. For instance, one goal could be to improve first-visit resolution rates.

Next, communicate the goals with the employees and other relevant stakeholders, and secure their buy-in. Explain how attaining such goals will help the company and the individual employee. For instance, improved first-visit resolution boosts field technician productivity. They get better rewards and recognition.

A field service management suite helps to 

• Standardize operations around goals. Uniformity of business processes eliminates ambiguity and confusion among employees.
• Structure goal attainment in a series of quantifiable steps. 

2. Automate key processes 

The primary responsibility of field service is to render timely service to customers. Manual processes are time-consuming and error-prone and inhibit such goals. 

Automation streamlines field service and does away with the inefficiencies of manual processes. 

When customers approve an estimate, the automated back-end generates a work order and passes on the work order to the scheduler. 

Optimal scheduling ensures:

• Customers face the least possible waiting time. 
• The technician does not face burnout due to overwork or working long shifts.
• Operating costs and travel time. Technicians do not have to travel more than necessary between different work sites. 

Assigning technicians to work orders involves too many variables. The scheduler must ensure:

• The technician has the skills or certifications to do the job. The FSM suite connects with a skills depository to match qualified technicians.
• Schedule the job only if the needed parts are available. API integration of the FSM suite with the inventory database enables the sync of schedules with parts availability. 
• The time slot matches customer preferences and the technician’s assigned shift. 
• Premium customers and emergency jobs get priority.

Worse, schedules keep changing. The assigned technician may call in sick, or the customer may request a schedule change. 

Automation does away with delays and errors in scheduling. The algorithms consider all relevant variables to draw up optimal schedules. Work gets distributed evenly among technicians, and technicians cover the maximum number of jobs per shift. The process takes hours in manual mode but gets over in seconds when automated.

The field service management suite also automates dispatching. Technicians use integrated maps to reach the work site through the best routes. When considering traffic and road conditions, the shortest route is not always the best. 

3. Control workflows

Service engineers and managers had little control over the work of field technicians. Field service software enables greater control over technicians. Managers may

Track the field technicians’ live through their smartphone GPS. They may intervene to set right any issues and pre-empt any delays in service delays. Alternatively, they may keep the waiting customer up-to-date on any unavoidable delays.

Use forms and checklists to structure workflows. For instance, managers may prepare the workflow as a checklist and upload it to the field service cloud. The technician may download the list through the smartphone app. In the same way, inspections and audits also become structured and smooth.

4. Keep customers in the loop

Today’s customers demand impeccable service and updates. Being put on hold for fifteen minutes until the support agent becomes free is not any customer’s fun idea. They will go elsewhere and leave negative reviews. 

An integrated field service suite enables service providers to deliver memorable customer experiences. The FSM suite allows: 

• Customers contact the company in a hassle-free way. A customer-facing app linked to the field service suite enables self-service. Customers may seek estimates, raise service requests, chat with support, get invoices, make payments, and track technicians. When customers enquire, the field service suite raises a ticket. Service managers may track and follow up on the ticket until its logical end. 

• Real-time tracking of technicians. The field service suite leverages the technician’s smartphone and offers a live tracking facility. Customers who can track the agent and get an accurate ETA often remain satisfied even if there is a delay.

• Real-time, dynamic reports. Auto-generated reports, with attached images or video clips, offer high-quality updates. Detailed reports and status updates eliminate confusion. 

• Proactive feedback. Perception differs. Service providers may pat themselves on the back for good service, but the customer may experience poor service. Prompt feedback enables the service provider to make amends. It also allows them to understand customer sentiments better and raise the bar for future customers.

Read more: Five Ways Field Service Software Ensures Operational Efficiency

The FSM software enables the service provider to keep the customer involved at all process stages and get their trust. Such customers become loyal brand advocates. 

Customers pay more for a better experience. Investing in tools and processes that delight customers increases profitability and makes the business competitive. ReachOut Suite is one of the top field service management software. The suite offers a complete gamut of features and functionalities. It enables automation, digital forms, instant invoicing, digital signatures, and more. Field technicians and managers get all information in integrated dashboards. The mobility app of the suite enables anytime, anywhere access and action. The suite leverages the power of simplicity to deliver competitive advantages.

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