You want to provide your field service customers with the highest quality of service in a timely and effective manner. So, what’s the best way to achieve that? That’s it: providing your technicians and staff with the right tools. In short, this is how you enhance customer service in a field service company. Not only that, but this is also how you win the loyalty and happiness of field service customers! Something which is extremely beneficial to the business. There’s definitely nothing else you can ask for!
Within organizations dedicated to providing field services, the field technician is a key player. They have the most direct interaction with field service customers. So in the end it is up to them to provide clients with services that are both professional and of great quality. And according to a Field Technologies Online survey, 72% of businesses engage in upgrades meant to raise customer service quality. Because for them, customer happiness is one of their most important commitments.
In order to reach top success in this task, field service technicians offer their expertise and understanding. Besides, the company they work for provides them with an effective ally! A mobile device with access to field service management software – such as Synchroteam.
Because they have a comprehensive knowledge database at their disposal, technicians are genuinely empowered by this management solution. And in this way it’s a bit easier to provide the highest quality possible support to field service customers.
The service chain is enhanced as a result, as they can:
– Use a mobile device to view and handle all the data required for the intervention: service reports, customer history, inventory, etc.
– Determine a prompt and effective solution for any issues that may come up throughout the intervention.
– Take action proactively while considering potential future circumstances.
– Boost productivity and effectiveness.
– Give the customer trust, as this is the foundation for his loyalty.
– Raise field service client satisfaction by amiable, tailored, and effective service.
There are studies that support these claims, such as the Gartner Magic Quadrant for Field Service Management. According to these studies, companies that invest in field service management software have analyzed their ROI. And they have found a few factors that contribute to the return on their investment in software. Things like:
– A better use of the dispatcher and technician (63%)
– A 53% increase in field service customer satisfaction
– A 48% increase in service agreements
– A more detailed cost monitoring (48%)
Synchroteam, the FSM software that improves customer service
At Synchroteam, we are aware of how crucial technician empowerment is to raising the standard of field service customers care. And we provide our Synchroteam management system to field service organizations as a result.
It covers each service’s whole lifecycle and optimizes the technicians’ daily work. How? By providing them with all the information they need at all times. And also by enabling them to get to the job site swiftly, and with all the equipment and spare parts they need.
Field service customers benefit from the best quality and level of professionalism provided in this method. This, in return, makes them happy and gives them confidence to use the same field service company again. The empowered technician increases productivity and performance. And as a result, the field service business becomes more profitable.
Would you like to learn how to use Synchroteam to empower your technicians? Download the free demo today and take our software for a test drive to find out!
Image by Nick Youngson
