If you want to improve customer satisfaction in your field service company, you need to also improve satisfaction in the field service technicians that work for you. Do you provide them with the necessary tools to increase their productivity? If not, it’s time to prepare your staff for field services in the future.
Field service companies should always aim to put customers at the center of the management process.This is clearly the best way to guarantee their complete satisfaction. And that means also winning their loyalty!
That’s why it’s essential for you to meet the Service Levels Agreements (SLA) you have agreed to. And this is important whether you’ve agreed with consumers or with the manufacturer/supplier you are representing. After all, both are key elements for your business!
But what about the field service technicians that work for you? Ultimately, they serve as your company’s “ambassadors,”. They represent your brand wherever they go. And if they have a sense of belonging, their efforts could result in further sales of goods and/or services. When your staff interact directly with clients on a daily basis, they will undoubtedly carry over their positive mood into their work.
What to expect from field service management software
Your field service technicians have to be the first to recognize that you care about their needs. This is noticeable in several ways. For instance, when you assign them to positions for which they are qualified. Or when you provide them with training programs in order to acquire new skills, and advance their careers.
The arrival of new technologies may enhance other more traditional training methods. Take, for example, artificial intelligence (IA) software solutions. But for the time being, you can offer the staff in your team other types of remote training materials. Think of stuff such as specialized documentation on the equipment they need to inspect and fix, or internal channels that make information easier to obtain.
Planning tasks helps everyone
Your field service technicians will be able to complete their work more comfortably with an easy improvement. That is, if they receive their daily assignments ahead of time and in a timely manner. Furthermore, you can use technologies like geolocation to instantly inform them of any changes that occur.
In addition to knowing exactly what service comes next, there’s more useful information. For instance, knowing what spare parts they need to minimize the number of visits and increase the first visit repair rate. Also, field service technicians will be happy to learn about the context before visiting a customer. How? By accessing the customer’s file and history of prior visits.
What’s more, it’s possibly a good idea to match the same field service technicians to the same clients whenever possible. In this way clients will build stronger bonds with your employees. Also, customers shouldn’t assume that a new field technician is wholly “clueless” on their first visit. The employee is also uneasy, and they won’t put up with this kind of “disinformation” situation.
Use the appropriate tools
Field service technicians want to be productive just like anyone else. So why not automate as much of their work as you can? For instance, automatically updating work order statuses. Or being able to order parts without requiring constant calls to the central office. Or even giving clients an automated anticipated time of arrival (ETA).
Synchroteam, a leading top-notch field service management system, may help with all of this. The different teams of field service technicians will be revolutionized by a cloud-based solution that can be accessed on PCs and mobile devices. It can also erase the traditional idea of an after-sales service. And of course, it will help raise services by turning your employees into a profitable part of the company.
Download the Synchroteam free demo now and take your field service company to the next level!
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