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Did you know that it costs five times more to attract customers than it does to retain existing ones? Therefore, for your business to thrive in an economically turbulent post-pandemic world, you will need to focus on impressing your current customer base and keep them coming back for more.

However, not all retention strategies are going to be effective. What worked ten years ago is unlikely to be as successful today, especially as customer expectations continuously evolve and become more challenging to fulfil.

That’s why we’ve put together this helpful guide. We’ll begin by taking a closer 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 and your bottom line simultaneously.

The Importance of Customer Retention

We’ve already established that customer retention is cheaper than acquisition, but that’s not the only reason you should be trying to impress your existing customer base. There are several benefits that your company could enjoy if you take the time to think about your service offering and customer experience. 

Firstly, 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. Customers who have used your services previously will know that they’re spending their money wisely, rather than taking a chance on an unknown competitor, which is a win-win.

Better still, 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.

Finally, 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.

Want More Repeat Customers? Use these Customer Retention Strategies

1. Review and Analyse Your 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.

But what is a customer churn rate?

Your customer churn rate, or attrition rate, measures how many customers have stopped doing business with your company over a specific period. The higher your churn rate, the more customers you’ve lost.

Here’s a simple way you can calculate your attrition rate:

Churn rate = 

(number of customers at start of month – number of customers at end of month) 

÷ 

customers at start of month

x 100

Let’s say, for example, you had 200 customers at the beginning of the month, but only 150 by the end:

200-150 = 50

50 ÷ 200 = 0.25

0.25 x 100 = 25%

In the example above, your customer churn rate would be 25%. The perfect churn rate is 0% in an ideal world, but, unfortunately, customer losses are inevitable. The best approach is to begin by calculating your current rate and then setting a realistic target for improvement.

The good news is, finding the stats you need to analyse your churn rate needn’t be a headache. With a field service management platform, you will have access to in-depth customer data that updates 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 error that skews your analysis. 

Is your churn rate high? Check out our article here, which explains what might be driving your customers away.

2. Collect and Implement Customer Feedback

77% of people have a more favourable view of companies that seek out and apply customer feedback, so it pays to ask your customers for their opinions. Businesses that don’t consider their customers’ needs are missing out on a valuable opportunity to enhance their retention rate because there’s a good chance they haven’t thought about their services from a different perspective. 

With field services currently in high demand, it can be tempting to forgo creating a customer satisfaction survey to keep up with the volume of work. However, with a field service management platform like BigChange, collecting feedback is quicker and simpler than ever before. 

The system contains a pre-designed survey template that you can personalise with your company’s logo and customer information from the CRM (customer relationship manager). Once your workers have completed their jobs, your back-office team can send the customer satisfaction survey at the click of a button, meaning it won’t steal your staff’s attention away from other business-critical tasks. 

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

3. Communicate Regularly with Your Customers

A mere 14% of customers say that they’re happy with current business communications, giving you the perfect opportunity to stand out from your competitors who aren’t making an effort to keep in contact with their customer base. 

Modern customers lead busy lives and therefore won’t want to wait around all day for an engineer 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. 

Field service management technology gives your customers the ability to see the exact whereabouts of their engineer on the day of their appointments via text messages that include links and estimated times of arrival. Not only will the real-time tracker impress your customers, but it also means your back-office staff won’t have to spend time on the phones, providing manual updates.

Then, once the work is complete, you can send regular emails to your customer mailing list, which will help to keep your business at the forefront of their minds.

4. Build Trust with Your Customer Base

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

Here are just some of the ways you can get your customers to trust you:

Have a Good First-Time Fix Rate

Unsurprisingly, field service companies with a first-time fix rate of over 70% boast an 86% customer retention rate. As we mentioned earlier, people 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. 

Fortunately, field service management software ensures your workers always have the right skills and tools to complete the job the first time. Using an intelligent scheduling assistant, your back-office team can see the customers’ requirements and match them up to a worker based on information like qualifications, location, vehicle type and job constraints.

Then, your staff can check stock and equipment levels in real-time, giving them the ability to assign gear to specific jobs. As a result, your workers will turn up to every appointment fully prepared and ready to do what they do best.

Work Quickly

According to PwC, speed of service matters most to 70% of customers, so it’s paramount that you eliminate any silos and inefficient processes that could slow down your services. In our digital world, paper-based documents, legacy systems and spreadsheets simply won’t cut it anymore.

In contrast, field service management platforms streamline the entire end-to-end process — from customer bookings to invoicing and payment — for a more rapid way of working. For example, once engineers have completed their jobs, they can create digital invoices on their mobile devices and send them to your customers in a matter of seconds.

Instead of waiting days (or possibly weeks) to pay for the service, customers can pay on the same day using a range of simple online payment options. 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.

Protect Your Customers’ Data

71% of people say they would take their business elsewhere following a data breach so, to ensure your customers are loyal to your company, you must take security seriously. Aside from data breaches presenting a threat to your customers’ sensitive details, if your business is found to be GDPR non-compliant, you could suffer from debilitating financial, operational and reputational damage. 

Traditional methods of handling customer information — such as spreadsheets — may have done the job in the past, but they’re no match for cybercriminals’ ever-evolving tactics. Worryingly, customers’ details can quickly end up in the wrong hands, even if you’ve password-protected your documents.
On the contrary, a cloud-based CRM system significantly lowers the possibility of a data breach. For example, BigChange’s CRM secures all data in AWS (Amazon Web Services), which is the world’s most comprehensive and widely-used cloud platform in the world. With such a robust security system in place, you can show customers that you take data privacy seriously, and they can rest assured that their information is in good hands.

Retain Customers by Undergoing a Digital Transformation

By improving your customer retention rate by just 5%, you will benefit from an impressive 25-95% increase in profits, so it’s worthwhile investing in the technology that will make it easy to deliver services that delight your customers. 

With a platform like BigChange, you can do the following:

  • Give your customers the ability to make and amend their bookings online
  • Assign and dispatch workers based on their suitability for the job
  • Track vehicles, assets, stock and equipment
  • Take payments and invoices online

…and more, all on a single easy-to-use platform. Simplifying your ways of working frees up more time for your field-based workers to attend more appointments and enables your back-office staff to focus their attention on providing exceptional services to your customers. By making the most of your team, you’ll find that customers will become more loyal to your business.

Create More Repeat Customers 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, and bring in new clientele with ease through the superior customer experience you can provide.

Want to find out more?
Discover how BigChange can make your business grow stronger here and arrange a free demo today.

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.

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.

Did you know, an astounding 86% of people are willing to pay more for a great customer experience? Today’s tech-savvy customers expect companies to deliver a convenient, speedy and satisfactory service. Still, with so many field service organisations continuing to rely on outdated ways of working, they’re falling behind the curve.

To survive and thrive going forward, businesses will need to modernise and use technology to enhance their operations. Fortunately, with the right CRM system, it’s never been easier to deliver on customer expectations in a cost-effective way.

In this article, we’ll explain what CRM is before sharing how it can increase customer satisfaction. Finally, we’ll discuss the ways in which CRM systems can benefit field service businesses and explore how BigChange can transform your current methods of working.

What is a CRM?

CRM stands for customer relationship management. As the name suggests, it is 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 it 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 reason for its popularity lies within the many benefits it provides to businesses in a range of industries, which we will explore in-depth later on in the article.

Not only can CRM enable organisations to build stronger relationships with their clients, streamline processes and increase profitability, but it also provides you with access to real-time data. 

As such, you can gain complete visibility over your exchanges with customers at the touch of a button and use the information collected to inform future communications, which traditional spreadsheets, paper-based documents and legacy systems can’t provide.

In simple terms, CRM is revolutionising the way businesses interact with their customer bases.

Read on to learn more about how a modern customer relationship management system can specifically benefit field service organisations and improve customer experience.

How CRM Improves the Customer Experience

CRM systems have come a long way since their introduction in 1987. More than just a digital Rolodex of customer details, present-day software includes a range of features that enable businesses to provide the best customer experiences. 

Here are four ways you can use a CRM system to enhance the customer experience:

1. Promotes 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.

With a state-of-the-art customer relationship management 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.

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. Consequently, 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. Enables You to Consider Customers’ Needs

People appreciate it when brands consider their opinions, with 77% saying they view companies more favourably if they seek out and apply customer feedback. Therefore, 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.

That’s where CRM systems come in.

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. 

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

3. Gives 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, antiquated legacy systems and slow manual administration processes aren’t going to cut it anymore.

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.

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. 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.

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.

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

It may seem that CRM is only designed to improve your customers’ experience, but that isn’t strictly true. In reality, businesses that prioritise the customer experience outperform those that don’t by an astounding 80%.

Here are just some of the many benefits your organisation could enjoy by adopting a CRM system to improve CX:

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. Subsequently, when you use a CRM system to enhance customer satisfaction, your clients are more likely to be loyal to your business.

With a CRM, you can send out regular, personalised communications to keep your customers engaged and make them feel appreciated, even after their job is complete. By keeping in touch with your clients, you’ll remain at the forefront of their minds, and they will consider your business next time they require your services.

2. Your Company’s Reputation Will Improve

Your clients will be more inclined to recommend your services to their family, friends, and professional network when you deliver outstanding customer service. 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. You can log every call, email and customer interaction directly in the system, making it painless to track whenever you need to find essential details quickly.

Plus, 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

Organisations 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.

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.

BigChange’s workforce 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, they 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.

As a consequence, 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.

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.

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.

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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