Delivering Outstanding Customer Service: How the Right Tools Empower Your Team
47% of people across the UK say they have higher customer service expectations than they did one year ago. Subsequently, field service companies must look at their current operations and consider making them more customer-centric. The first step to streamlining your processes and meeting customer expectations is by ensuring that your employees have the right tools to do their jobs effectively.
In this article, we’ll look at the two different sides of your workforce (your back-office team and your field-based engineers) and explain how field service management technology gives them everything they need to deliver outstanding customer service.
Your Field Technicians
As the faces of your organisation, your field technicians are the team members that your customers will interact with most frequently. Therefore, you must ensure that you include more than just hammers and spanners in their toolkits.
Here are just some of the ways your engineers can use field service management technology to enhance the service they provide to your customers:
View All Work History and Booking Details on their Mobile Devices
As the saying goes, knowledge is power. But, if you don’t provide your engineers with the knowledge to do a good job, 46% of customers say they’ll abandon your business.
However, empowering your field technicians to do what they do best is simple when you use field service management technology. The best platforms on the market come with an integrated mobile app that enables engineers to see everything your back-office team has access to — all in the palm of their hands.
As a result, your engineers can quickly view their customers’ work history and booking details before arriving at each appointment, meaning they’ll never be unprepared. Instead, each field technician can focus on delivering excellent services and getting the job done rapidly.
Issue Electronic Invoices and Receive Payments the Same Day
Did you know, the number of customers using mobile wallets to make payments increased from around 900 million to 1.48 billion worldwide during the pandemic? More people have realised the value and convenience that technology can provide, so businesses will need to keep up to survive in ‘the new normal’.
Equipping your engineers with a field service mobile app that enables them to issue invoices and accept payments is a sure-fire way to impress customers. For example, with BigChange Pay, customers can choose from a range of convenient payment methods and send the money on the same day.
Aside from creating a better customer experience, same-day payments also guarantee that you’ll always have a healthy cash flow, which will enable you to keep taking on more ambitious projects and growing your organisation.
5th February 2022 - Your Back-Office Team
When it comes to delivering outstanding customer service, your back-office team is just as crucial as your field technicians. After all, they manage everything behind the scenes and ensure that your engineers are fully equipped to do a good job.
Here are just some of the ways your back-office staff can use field service management technology to enhance the service they provide to your customers:
Allocate Stock, Equipment and Assets Directly to Jobs
Businesses that achieve a first-time fix rate of over 70% also maintain an extremely high customer retention rate of 86%. Consequently, it pays to ensure that your field technicians have everything they need to complete the job correctly the first time.
Field service management platforms allow your back-office team to see every appointment and job details on the system. Using the booking details, your staff can then allocate stock, equipment and other assets (such as vehicles) directly to jobs.
By ensuring your engineers have the right gear every time, you significantly increase the chances of a first-time fix, which impresses your customers and frees up more time for your team to complete more appointments per day.
Communicate Regularly with Your Customers
Only 14% of customers are happy with current business communications, so companies that make an effort to stay in touch are likely to stand out from the crowd.
Fortunately, field service management platforms like BigChange make communication straightforward. Your back-office team can send emails to your customers using a personalisable template. The template can pull details directly from the CRM (customer relationship manager) in just a few clicks, so your emails will always be personalised and accurate.
Plus, your team can send automated text messages to customers with a live GPS tracking link on the day of the appointment. Using the link, your clients can see their engineers’ whereabouts, so they won’t have to keep calling the office for updates. As such, you’ll have happier customers and more efficient office staff who have more time to focus on other essential tasks.
Field Service Management Platforms Give Your Employees the Power to Do a Great Job. Every Time.
With customer expectations being more challenging to satisfy than ever before, now is the ideal time to undergo a digital transformation and find ways to stand out from the crowd.
We’ve touched on just a few ways a field service management platform can arm your employees with the tools they need to deliver outstanding customer service. However, there are many more applications, including:
- Allocating engineers to jobs based on location, skill set, qualifications, vehicle type and job constraints
- Mandatory risk assessments and workflows that ensure your engineers are completing work compliantly and to industry standards
- Automated customer satisfaction surveys
- Daily vehicle walkaround checks that keep your fleet in good working condition
Digitising your processes and moving them onto one easy-to-use platform benefits your customers, who will enjoy a more convenient service, and liberates your teams’ time to work on activities that contribute directly to business growth.
Delivering Outstanding Customer Service has Never Been Simpler on 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.
Want to find out more?
Discover how BigChange can make your business grow stronger here and arrange a free demo today.
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