Customer Expectations: What do Clients Want from Field Service Businesses?
As it becomes increasingly challenging to meet customer expectations, field service organisations will need to innovate and modernise the methods they use to interact with clients. Companies that ignore the evolving needs of their clients will lose out to their competitors or, at worst, become obsolete. The shocking reality is that one in three customers will abandon a business they once loved after a single bad experience.
In this article, we’ll share some of the main expectations people have when engaging with field service companies, which will help you put together a strategy to impress your clients. Plus, we’ll explain how you can use field service management technology to improve the customer experience, boost your profits and reduce the volume of administration work for your team simultaneously.
Using Field Service Management Technology to Improve the Customer Experience
1. Regular Communication
A meagre 14% of customers say they’re happy with current business communications. For example, people don’t want to have to sit on the phone for hours to book appointments or wait around all day for a technician to arrive because you provided them with a vague time slot. As such, companies must provide their customers with the convenient, digital experiences that they’ve become accustomed to in recent years if they are to stand out from the competition.
Fortunately, sending updates to customers doesn’t have to be an admin-heavy task with a field service management platform. Instead, your back-office team can send out communications in just a few clicks. The system takes details from the integrated CRM (customer relationship manager) and adds them to professional, company-branded templates to create personalised emails that you can send at the most crucial points of the buyer journey.
Additionally, on the day of the appointment, you can send an automated text message to customers, including a live tracking link. As a result, your clients can see precisely where their technicians are, meaning they won’t have to keep calling the office for updates. So, not only do regular communications keep your customers happy, but they also free up more time for your back-office staff to focus on activities that contribute directly to business growth.
2. First-Time Fixes
Modern customers lead busy lives and therefore expect field service organisations to resolve their issues during the first appointment. Unfortunately, when companies’ first-time fix rates drop below 70%, they notice that their customer retention rate deteriorates by 10%.
The good news is, field service management platforms make it simpler than ever to enhance your rate of first-time fixes. As soon as your customers make appointments via the online portal, your back-office team can see all the details of the bookings to assign the best technicians for each job based on factors such as skill set, location and vehicle type.
Then, at the click of a button, your team can allocate equipment, stock and other assets to jobs so that your technicians arrive at every appointment with the gear they need to carry out the work effectively.
Ensuring that your technicians are adequately qualified and have the right tools will set them up properly to complete the job the first time. As such, your customers will be impressed at the speed of service, and your workers will be able to attend more appointments per day, boosting your bottom line and reputation simultaneously.
3. Data Security
Protecting your customers’ sensitive information is paramount in today’s digital age. Failure to take necessary precautions will have a detrimental effect on your company. In fact, a colossal 71% of people say that they would take their business elsewhere following a data breach.
If you currently rely on spreadsheets to manage your customers’ information, you’re putting your organisation at greater risk of a security crisis. Spreadsheets are easy to duplicate, meaning people’s private details could end up in the wrong hands.
Worse still, even if you have taken care to password protect your spreadsheet, there’s no guarantee that someone won’t be able to access it. Therefore, if you do fall victim to a data breach, it’s tricky to prove that you had any security measures in place. Currently, the maximum fine for GDPR infringements is £17.5 million or 4% of your annual turnover — whichever is greater — so you could end up paying dearly.
In contrast, a cloud-based field service management system significantly lowers the chance of a data breach. BigChange’s CRM secures all data in AWS (Amazon Web Services), the world’s most comprehensive and widely-used cloud platform in the world, to ensure that all data is protected against cybersecurity threats.
By using superior technology to manage your customers’ data, you’ll both have peace of mind that their information is in good hands.
5th February 2022 - Using Technology to Improve the Customer Experience is a Must for Businesses to Thrive Post-COVID
Did you know, businesses that prioritise their customer experience enjoy 5.7 times more revenue than those that don’t? So in an economically turbulent post-pandemic landscape, now is the perfect time to focus on impressing your clients and boosting your income.
The best way to delight your customers and bounce back financially is by using a state-of-the-art field service management platform like BigChange that keeps your operations running like clockwork. From appointment booking to invoicing and payment, the system handles the entire end-to-end process for a seamless transaction every time.
Surpass Customer Expectations Every Time with BigChange
Some systems manage relationships. BigChange helps you master them.
Our fully integrated CRM system gives you a 360˚ view of every account, contact site and contract. Deliver positive customer experiences at every level thanks to an array of dynamic product features.
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