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Learn more about why customer retention is so important for field services businesses and the retention strategies you can implement today.

Did you know that it costs five times more to attract customers than it does to retain existing ones? 

Additionally, Customer service complaints have reached their highest level on record and cost businesses over £9 billion per month in lost staff time. 

Therefore, for your business to thrive in a world where customer expectations are constantly changing, you will need to focus on impressing your current customer base and keep them coming back for more. 

In this blog, we’ll take a look at the importance of customer retention and how it can benefit your business. Then, we’ll share the top four ways you can retain customers, boost your reputation reputation and your bottom line simultaneously. 

Why is customer retention so important? 

We already know that customer retention is cheaper than acquisition. We also know that poor customer service can cost your business dearly. But, that’s not the only reason you should be trying to impress your existing customer base. 

Existing customers offer the following benefits:

👍 Existing customers are likely to stay: The likelihood of an existing customer using your company again is an impressive 60-70%. Today’s customers don’t want to spend hours researching and comparing different businesses when they require field services so, if you impress them on your first visit, they’ll keep you in mind for the future. 

👍 Repeat customers spend more: Repeat customers typically spend around 67% more than new ones. When you do an outstanding job, your customers will be more inclined to try out your other goods and services, creating the perfect opportunity to upsell and increase your profits. 

👍 The best type of marketing: Your existing customer base is one of the best, and cheapest, forms of marketing. On average, repeat customers refer 50% more people to your company than new ones. So, if you have a large pool of loyal customers, you’ll find it much easier to generate more business. 

Now you know some of the main reasons why customer retention is so necessary, let’s look at the top four strategies that actually work.

4 customer retention strategies for successful field service businesses 

  1. Review and analyse churn metrics 

You can’t create a strong retention strategy if you don’t analyse your churn metrics and figure out what might be driving people away. 

For example, 32% of customers would cut ties with a company after just one negative experience. 

To run a successful business with a loyal customer base, it’s your job to ensure that you’re delivering exceptional services and a low churn rate. The higher your churn rate, the more customers you’ve lost. 

💲What does this mean for your business? 

In an ideal world, your perfect churn rate is 0% but customer losses are inevitable. 

Start by calculating your current rate and set a realistic target for improvement. Is your churn rate high? 

👉 Check out our article here, which explains what might be driving your customers away. 

👉 The best way to do it? 

A field service management platform provides access to in-depth customer data that is updated in real-time, giving you the most accurate picture of your business all in one place. No more searching across multiple platforms for the answer and no more human errors that skew your analysis. 

  1. Collect and implement customer feedback 

89% of customers want to provide feedback to the companies they spend their money with. This gives you a great chance to gather constructive feedback and opportunities to improve your customer experience. 

Those businesses that don’t consider their customers’ needs are missing out on a valuable opportunity to enhance retention rates because there’s a good chance they haven’t thought about their services from a different perspective. 

👉 The best way to do it? 

When you implement field service management software, collecting customer feedback is easy.

Use the system to design a personalised and branded survey template and customer information from your field service CRM

Once technicians have completed a job, your back-office team can send a customer service satisfaction survey at the click of a button, meaning it won’t steal your staff’s attention away from other business-critical tasks.  

Customers can fill out their survey on their mobile devices, and the platform stores each response so you can see what you’re doing well and the areas for improvement. 

With so many vital insights at your disposal, you’ll be able to enhance your services and make your customers feel valued, which will keep them coming back time and time again. 

  1. Regularly communicate with your customers 

 Just 14% of customers say they’re happy with current business communications. Therefore, you have the perfect opportunity to stand out from competitors who are not making an effort to stay in touch with their customer base. 

Modern customers lead busy lives and therefore won’t want to wait around all day for a technician because they received a vague timeslot and poor communication. 

With so many companies offering live updates on purchases, 89% of people now expect an ‘Uber-like’ technician tracking service with estimated travel time and arrival times. 

👉 The best way to do it? 

Live tracking technology allows customers to see the exact location of their engineer on the day of their appointment. Back office staff can automate text messages that include links and estimated times of arrival. 

Not only will real-time tracking impress your customers, it also means your customer service team won’t have to spend time on the phones, providing manual updates. Staff are then more productive and able to focus on providing more value to your customers. 

  1. Build trust with your customers

Impressing your customers is a good first step to winning repeat business, but it doesn’t guarantee that they will immediately trust your company. To build trust, you have to follow through on your promises and deliver great customer service consistently. 

But how can you get your customers to trust you?

⚒️A good first-time fix rate

Field service companies with a first-time fix rate of over 70% boast an 86% customer retention rate. 

As we mentioned earlier, customers don’t want to take significant chunks of time out of their days to wait for an engineer to resolve their issue, so needing to make multiple appointments is a sure-fire way to disappoint. 

Job scheduling technology allows back-office teams to: 

✅Understand customer’s requirements

✅Match work orders to a technician based on information such as qualifications, location, vehicle type and job constraints

✅Effective asset management 

✅Assign the right equipment to the right job 

As a result, mobile workers will turn up to every appointment fully prepared.

⏳Get paid quickly 

According to PwC, speed of service matters most to 70% of customers. So, it’s paramount to eliminate any silos and inefficient processes that could slow services down. 

In a digital world, paper-based documents, legacy systems and spreadsheets are no longer enough to meet customer expectations. Digital tools can increase efficiency for both your staff and customers. 

Financial management software can help you to streamline the full customer experience, from bookings to invoicing and payments. For example, once technicians have completed a job, they can create digital invoices on their mobile devices and send them to your customers in just seconds. 

Technicians are able to track completed work within a mobile app and allow customers to pay immediately through their chosen method. 

Not only will your customers appreciate the convenience, but it also means that you’ll always be paid on time, making for a healthy cash flow.

🔐Keep customer’s data safe

71% of customers say they would take their business elsewhere following a data breach. So, to ensure your customers are loyal to your company, security must be taken seriously. 

In addition to presenting a threat to customers’ sensitive details, if your business is found to be GDPR non-compliant, you could suffer from debilitating financial, operational and reputational damage. 

Implementing a secure CRM system significantly lowers the possibility of a data breach. This shows your customers that you take data privacy seriously, and they can rest assured that their information is in good hands. 

Key takeaways 

Customer retention is key to the future success of field service organisations. Not only are existing customers more likely to return, spend more and recommend your business to others. This impacts the bottom line of your business so it’s essential to look at your customer retention rates and how you can keep your customers satisfied. 

In addition, the processes and strategies you put in place to improve customer retention can improve the overall efficiency of your business, the productivity of your employees and your profits. 

Want to find out more?

Discover how BigChange can make your business grow stronger here and arrange a free demo today.

Learn more about the tools you can use to empower your field service teams to boost customer service and profitability by reading our blog.

Since the pandemic, over 55% of consumers say that their expected standards for customer service have risen. In addition 82% of consumers expect to continue contacting customer service at pandemic-level rates. Plus, 86% of customers will leave a brand they trusted after just two bad experiences. 

No matter how good your processes are, how skilled your technicians are or how much technology you have implemented, the only thing your customers are likely to remember is your customer service. 

Customer service has become a key driver of business growth and, in a competitive market, it’s now essential to get it right. 

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 boosting customer satisfaction is by ensuring that employees have the right tools to do their jobs effectively. 

In this article, we’ll look at the tools you can provide to two different sides of your workforce (your back-office team and your field-based engineers) to ensure you offer the best customer service. 

🧑‍🏭 Field technicians 

Your field technicians are the face of your organisation. They’re the team members your customers will interact with most frequently. While their technical skills are essential, their customer service skills are also important for your business. 

After all, happy customers are more likely to return and offer referrals to friends and family and leave positive reviews. Your existing customers are your biggest asset so it’s essential to keep them happy. 

According to research, 50% of customers will question the quality of the business if they see several negative reviews. So, it’s important to ensure you have plenty of satisfied customers who are telling others how satisfied they are!  

Therefore, you must ensure you include more than just hammers and spanners in their toolkits. Providing training for technicians to improve their customer service skills can significantly impact the bottom line for your business. 

Here’s how they should be performing…

⏳On time and prepared for the job 

Customers who have broken down equipment or need a new installation are already being impacted by downtime in their business. 

Therefore, a technician who arrives late, a customer who doesn’t know what time their technician is likely to be with them, or a technician who arrives without the correct equipment or knowledge for the job can cause some serious dissatisfaction. 

In fact, if you don’t provide technicians with the knowledge to do a good job, 46% of customers say they’ll abandon your business. 

Technicians who are under prepared or do not have the right tools for the job will have to travel to the job more than once. Not only does this impact customer satisfaction, it also costs your business in fuel costs and lost productivity. 

🧰 Top tools 

Job scheduling allows back office staff to properly schedule jobs with the right technicians and ensure that they’re always prepared with the right tools. It also allows customers to be informed of when their technician is likely to arrive, preventing them from waiting around all day. 

Additionally, using a mobile app, technicians are able to view their customers’ work history and booking details before arriving at each appointment, meaning they’ll never be unprepare.

Instead, each field technician can focus on delivering excellent services and getting the job done rapidly. 

💰Make payment easy 

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 than ever have realised the value and convenience that technology can provide, so businesses will need to keep up to survive in ‘the new normal’. 

Making it as easy as possible for customers to pay your business significantly increases customer satisfaction. Changes to the way customers want to pay occurred throughout the COVID-19 pandemic but it looks like they’re here to stay. 

Recent research revealed that 97% of shoppers have abandoned a purchase over lack of convenience and 83% say that convenience is more important to them than five years ago.

As you can see, it’s more important than ever to provide a convenient customer experience. 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 continue growing your business.  

🧰 Top tools 

Providing technicians with the technology they need to issue invoices and accept payments immediately after a job while they’re still on site is one of the best ways to improve customer service. 

A mobile app can allow technicians to log when the job is finished and automatically create an invoice, allowing the customer to choose from a range of convenient payment methods and send the money on the same day. 

🧑‍💼Back office staff 

Your back office staff might not be the ones visiting customers on a daily basis but, when it comes to delivering outstanding customer service, they’re just as important. 

After all, they manage everything behind the scenes and ensure that technicians are fully equipped to provide the best service and complete jobs to a high standard. 

Here are just some of the things you should be providing back office staff with to enhance the service they provide to customers…

⌚Accurate job scheduling 

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. 

🧰 Top tools 

You will need to provide back office staff with the ability to oversee all appointment and job details on a CRM system

Having access to all customer and job information allows back office staff to: 

✅ Provide accurate job scheduling 

✅ Allocate stock, equipment and other assets (such as vehicles) directly to jobs

✅ Provide technicians with job updates 

✅ Ensure that technicians are prepared for every job 

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. 

📱Communication channels 

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.  

Additionally, customers now expect to be able to communicate with brands across at least 10 different channels – depending on their query. Plus, 42% of customers said that reaching customer service agents on their preferred channel was the most important attribute of customer experience. 

So, you need to make sure you provide a number of channels for customers to get in touch with your team. Plus, they need to have information about the case and previous communications with customers so that they don’t have to repeat themselves every time they contact customer services. 

🧰 Top tools 

Field service management software can provide your back office staff with a number of tools to improve customer communications and improve the overall customer experience. 

To improve customer service, back office staff can: 

✅ Send emails to customers with a personalised template 

✅ Pull details from a CRM in a few clicks so that all emails are personalised and accurate 

✅ Send automated text messages to customers with GPS real time live tracking on the day of the appointment 

Offering these steps within the customer experience will help to keep customers updated on the progress of their job and see where technicians are so they don’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.

Key takeaways 

With customer expectations now more challenging to satisfy than ever before, and with so much competition in the field services industry, now is the ideal time to undergo a digital transformation and find ways to stand out from the crowd. 

Not only does equipping technicians and back office staff with the right training, knowledge and tools to provide the best customer service significantly improve customer satisfaction, they also ensure that staff are as productive and efficient as possible, benefitting your business’ bottom line. 

Want to find out more?

Discover how BigChange can make your business grow stronger here and arrange a free demo today.

Read this article to learn about four ways CRM systems improve customer experiences for field service businesses. Plus, how it boosts efficiency and business growth.

Did you know? According to a recent survey, nearly 86% of people are prepared to pay more for great customer experience. –  that’s almost everyone

Today’s tech-savvy customers expect companies to deliver a convenient, speedy and satisfactory service. Yet, by continuing to rely on outdated ways of working, so many field service businesses are falling behind the curve.

To survive and thrive going forward, field service businesses need to modernise and use technology to enhance their operations in order to deliver these better customer experiences. – And this is where CRM systems come in. It’s literally never been easier to deliver on customer expectations in a cost-effective way.

In this article we’re going to cover:

  • A quick definition: What is a CRM
  • 4 ways CRM can increase customer satisfaction
  • How CRM systems can boost business efficiencies and growth

Let’s dive in.

QUICK DEFINITION: WHAT IS A CRM?

Put simply, CRM stands for Customer Relationship Management. It’s a piece of technology specifically designed to manage a business’ interactions with customers or potential customers.  

CRM systems now make up the most prominent software market globally, and that market isn’t slowing down anytime soon. 🔍In fact, experts are predicting that the CRM market will skyrocket to over $80 billion in revenues by 2025.

{The continued growth of the CRM market can be attributed to the many benefits that CRMs provide to businesses across a range of industries, (which we will look at in-depth later on). 👇

But For now, here’s a quick view of some of the benefits of CRMs. Customer Relationship Management systems:

  • Build stronger relationships with their clients
  • Streamline processes and increase profitability
  • Provide you with access to real-time data… So that you’ve complete visibility of customer interactions at the touch of a button.
  • Use this information to inform future communications… This is something traditional spreadsheets, paper-based documents and legacy systems just can’t provide.

Now let’s delve into exactly how CRMs improve the customer experience for field service organisations.

HOW A CRM IMPROVES THE CUSTOMER EXPERIENCE

 

1. CRM SYSTEMS PROMOTE BETTER COMMUNICATION 📩

When it comes to creating an excellent customer experience, communication is everything. 

🔍According to data from Microsoft, 68% of people say they perceive a brand more positively when companies send them proactive customer service notifications.

Get personal. With a state-of-the-art CRM system, you can pull client data into company-branded email templates. The system then sends these personalised emails to your customers regularly to keep them in the loop about their appointment.

Be helpful. Plus, many CRMs also provide access to real-time GPS data so you can see where your workers are when they’re on the road. So, you’ll be able to send your customers automated ETA (estimated time of arrival) text and email alerts to let them know when their technician is nearby.

2. A CRM ENABLES YOU TO CONSIDER CUSTOMERS’ NEEDS ✅

People appreciate it when brands consider their opinions.

🔍In fact, 77% saying they view companies more favourably if they seek out and apply customer feedback.

So, you must consider ways to capture different viewpoints and use them to tailor your services. 

However, when you’re using multiple systems, spreadsheets and physical documents to manage your operations, it can be tricky to collate customers’ opinions, much less do anything with the information.

And that’s where CRM systems come in ✨

Get instant feedback. As soon as your technicians have completed their jobs and marked them as complete from their mobile devices, you can automatically send digital satisfaction surveys to your customers to ensure that they’re happy with the work. 

Implement feedback. The CRM automatically stores all interactions you have with your clients, so you can easily access survey results in the future. And most importantly, use them to adjust your services based on customer needs.

3. CRM SYSTEMS GIVE YOU THE TOOLS TO RESPOND RAPIDLY TO REQUESTS ⏩

Our brains are hardwired to seek instant gratification.

🔍So it’s unsurprising that 70% of customers say that speed of service matters the most when dealing with companies.

Unfortunately, old-school legacy systems and slow manual administration processes aren’t going to cut it anymore.

Move to real-time updates. In contrast, when you use CRM software to manage your workflow the system will update in real-time, giving you the ability to act upon customer requests in an instant.

For example: Your customers can book appointments using an online self-service portal, which sends an alert to your back-office staff. Your team can then use the data the client provided to schedule and dispatch the most appropriate technician based on location, traffic information, vehicle type and job constraints.

Boost cash flow. Plus, once the job is complete, your customers won’t have to wait for several days to receive an invoice as they have in the past. Instead, your technicians can fill out all the necessary paperwork directly on their mobile devices and send the invoice across immediately. Customers can then view the invoice and pay online the same day, rather than filling out and mailing a paper cheque.

4. A CRM GUARANTEES THAT CUSTOMER INFORMATION IS SAFE 🔒

🔍79% of people say they are somewhat or very concerned about how companies use the data they collect about them. 

Suppose your customers don’t believe you’re storing their details safely and protecting their privacy. In that case, they may choose to purchase products or services from your competitors who are more transparent about data protection.

Get compliant. Unlike spreadsheets and legacy systems, which are notoriously challenging to manage compliantly, CRM systems allow you to carry out GDPR-compliant management of individuals’ details. For instance, customers can edit their opt-in preferences, giving them control over what you do with their data.

Improve security. Plus, many advanced CRMs include robust security features. For instance, BigChange’s system secures all data in AWS (Amazon Web Services), the world’s most comprehensive and widely-adopted cloud platform.

As a result, you can provide your customers with peace of mind that their data is safe and that you take privacy seriously.

HOW GOOD CUSTOMER EXPERIENCE BENEFITS YOUR FIELD SERVICE BUSINESS

🔍In reality, businesses that prioritise the customer experience outperform those that don’t by an astounding 80%.

But you might have started to notice that CRM software not only improves your customers’ experience, it also improves your field service business operations too. Say hello to better cash flow, loyal customers, word-of-mouth promo, and much more.

Let’s look at some examples more closely…

1. YOU’LL HAVE A MORE LOYAL CUSTOMER BASE

🔍82% of customers who feel valued will always purchase from the same company when they need something and are less inclined to shop around.

Whilst regular, personalised communications keep your customers engaged and make them feel appreciated, by keeping in touch, you’ll remain at the forefront of their minds so that they’ll consider your business next time.

And also, they’re more likely to recommend you to others. 👇

2. YOUR COMPANY’S REPUTATION WILL IMPROVE

When we experience outstanding customer service, we’re more inclined to tell our family, friends, and professional network about it.

🔍Actually, customer endorsement is one of your most effective marketing tools, with 60% of people saying they trust it above other forms of advertising. 

A CRM system enables you to provide your customers with a better, more effective service.

For example: Your team can use real-time data to ensure that they dispatch technicians with the right skill sets for each job, along with all the necessary equipment and tools. As such, your technicians will be able to complete work to a high standard on their first visit.

3. CASE MANAGEMENT BECOMES MORE STRAIGHTFORWARD

🔍Currently, employees believe they spend around two hours each day on pointless administration tasks, which significantly slows the entire workflow down.

Not to mention that manual processes make it much more difficult to keep track of each customers’ case, leading to more problems down the line.

But, with CRM software in place, wasted time and lost information can become a thing of the past…

  • Quickly and painlessly access essential details – By accessing a log of every call, email and customer interaction directly in the system.
  • Keep everyone posted – Your team can share and allocate cases through custom tickets, notes and @ tags to keep everyone updated on the status of each job.

4. YOU’LL BE ABLE TO CHARGE MORE FOR YOUR SERVICES

🔍Field service businesses that improve their customer satisfaction rates could double their current revenue within just 36 months.

The only problem is, it’s near-on impossible to meet high client expectations if you’re still relying on inefficient, outmoded processes. In comparison, CRM systems give you the tools you need to delight your customer base by anticipating their needs.

For example: Using the information that the system has collected about your clients, you’ll be able to book recurring jobs if required and send automated reminders, so your customers don’t have to remember to make another appointment in the future.

The bottom line? When clients feel like you value them and care about their requirements, they are more willing to pay a premium for your services —rather than going to a cheaper competitor who doesn’t prioritise the customer experience.

5. EMPLOYEE PRODUCTIVITY AND PROFITS WILL SKYROCKET

🔍Teams with higher employee engagement are, on average, 22% more profitable.

However, when your staff has to spend hours each day on arduous, repetitive administration tasks, their morale takes a nosedive, and productivity decreases exponentially.

But, with technology, you could revolutionise the way your team works.

Did you know? BigChange’s job management software, which includes a built-in CRM system, eliminates burdensome processes that weigh down your staff’s to-do lists, freeing up their time to focus on more business-critical tasks. 

For example: Teams don’t have to spend hours planning a complex job schedule each time a customer books an appointment. The system will handle it for them based on the information your clients provide. Your back-office staff can then simply select the most suitable worker and equipment and assign them directly to the job.

The end result? Your employees will feel more motivated by the work they’re doing, and your customers will enjoy the seamless interactions with your business, leading to higher profits in the long run.

BOOST YOUR CUSTOMER SATISFACTION RATE WITH BIGCHANGE

Some systems manage relationships. BigChange helps you master them.

How?

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.

See exactly how BigChange can help your business: Book a free consultation today.

Get more helpful guides and tips delivered to your inbox by subscribing to our newsletter below. You can keep up to date with BigChange on LinkedIn, Twitter, Facebook, Instagram and YouTube.

Let’s imagine for a moment that a customer is looking for a service and has searched for relevant companies online. Your business appears in the search results, but you’ve only provided a telephone number. Your customer doesn’t have time to sit on the phone so they move on and go with a company that allows them to book online instead.

These days many people prefer to finalise a booking with a single click. In fact, 42% of people vastly prefer online scheduling over picking up the phone. Having technology in place that makes it easy for customers to see your availability and book jobs with you is one of the most effective strategies for keeping your customers happy. 

In this article, we’ll discuss online scheduling software and share several specific features BigChange offers that can help you vastly improve customer satisfaction.

Improve Customer Satisfaction with Online Scheduling Software: Top Four Tips

1. Use Online Scheduling to Show Your Availability

The most important step in improving customer satisfaction with online scheduling software is making sure your availability is clearly presented on your website or application. If customers can’t easily book you for the times and dates they need your services, you may have already lost them. 

Fortunately, online scheduling software has made appointment booking and rescheduling easier than ever. Online scheduling software enables your customers to log onto your website or application to schedule or reschedule appointments or jobs. The ability to conveniently manage bookings will increase your customer satisfaction rate as well as reduce administrative work for your back-office team.

BigChange’s smart scheduling assistant goes even further by allowing your team to allocate and reallocate resources based on location, traffic information, job constraints, and vehicle type. Consequently,  your customers will quickly and easily get the best and nearest resource for the job.

2. Keep Customers Informed with Automated Notifications

If there’s one thing no one wants when they purchase a product or service, it’s having to call and follow up on the status of work, or the whereabouts of a worker. Providing your clients with transparency about the job status and their technicians’ locations is essential. In fact, 68% of people have a better opinion of a business when they send automatic customer service notifications. 

With BigChange’s field service management software, you can see exactly where your resources are using our GPS vehicle tracking feature. Your customers will also be provided with a link showing the technicians’ live locations for every job they order. 

Your clients won’t even have to check the platform to see where the resource is; they will receive automatic updates on the resource’s estimated time of arrival and job completion status via email and text messages.

3. Provide Customers with Automated Scheduling Options

Using online scheduling software that allows your clients to schedule jobs on their own is one step in the right direction to building a great customer experience. However, did you know that you can go beyond offering simple online scheduling and easily set up recurring jobs? 

As such, you can remove the burden from both your customers and your back-office staff to remember to book repeat appointments.

BigChange’s recurring job templates are perfect for clients who know they have a lot of jobs for you. This feature enables you to create groups of jobs to complete so you and your customers can schedule all the required work for the group straightforwardly in one go. 

When you or your customers don’t know if they’ll require further work in advance, rest assured there is still a way they can automate future jobs. If your customer realises that a job needs additional work, you can choose an automated option that captures information from the former job and automatically creates a new one instantly. 

The new job will include the job contract, original job details, skills, constraints, financial line items, as well as the original resource’s comments about the job, saving you time and reducing the amount of administration required. 

Automating and making scheduling easier for your customers makes the experience of doing business with you faster and easier, a sure way to improve customer satisfaction.

4. Quickly Book Unscheduled Jobs

No matter how busy it is, there are times when your field service technicians may have gaps in their schedules. Add to that the possibility that a technician’s next job might require significant travel time from their present location, and your resource may end up spending hours of their day not working. Not only is this bad for your company’s productivity, but it could also have a negative effect on your field service technicians’ morale.

BigChange’s online scheduling software doesn’t just offer easy scheduling for allocated jobs, it also lets field service professionals self-allocate jobs. You can enter custom pricing models for each job type as well as customer-specific prices and rating tables. Field service professionals can then filter jobs to suit their location or skills. Not only will this feature improve customer satisfaction by assigning the job to the right technician in record time, it means you can fill more jobs effortlessly. Past clients have seen a 40% increase in productivity just by using this self-allocation of jobs feature. 

Improve Customer Satisfaction with BigChange’s Online Scheduling Software

The days of always having to call to schedule a service are over. 

Customers expect businesses to use online scheduling software to meet their needs, and the faster you provide this service the better. Improving customer satisfaction with online scheduling will always start with how you list your availability to customers. 

BigChange’s intelligent scheduling will enable your clients to schedule and reschedule jobs with ease. Automated messages that show your clients if your resource is on schedule and when they finished the job will also improve your customer satisfaction rate by reducing their need to check up on the job status. 

Plus, you can free up time for your back-office staff by eliminating repetitive administration tasks, leaving them to focus on improving the customer experience. Lastly, you can take scheduling jobs completely out of your hands by allowing resources to self-allocate jobs themselves, fulfilling more client orders and resulting in faster service. 

Find out how BigChange can help your businessbook a free consultation today. Get more helpful guides and tips delivered to your inbox by subscribing to our newsletter below. You can keep up to date with BigChange on LinkedInTwitterFacebookInstagram and YouTube.

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