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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

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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.

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.

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

A large part of a field service business’ day is scheduling and managing appointments. Yet, shockingly, 25% of companies currently use inefficient spreadsheets and manual data entry to create their schedules. The remaining organisations may rely on whiteboards, old technology or other error-prone processes. 

If you haven’t yet adopted job management technology, you’ll likely find that manual methods cause slow business operations for you and create inconvenient situations for your customers.

Unfortunately, traditional methods of scheduling jobs aren’t going to cut it in the modern world. Customers are used to seamless, convenient experiences that spreadsheets, paper-based documents and legacy systems cannot provide.

This article will guide you on how to improve customer convenience in the field service management industry using software to deliver superior, speedy services.

1. Offering Self-Service to Improve Customer Convenience

In 2019, 88% of consumers expected an organisation to have a form of self-service portal available. This self-service portal could be for anything from customer service queries to appointment booking. And the fact that customers seem to prefer to help themselves first, instead of talking to a business representative, cannot be ignored.

To provide your customers with added convenience, you should use job management software that allows people to book appointments when it suits them. Consequently, they can book when they need to, instead of waiting for business hours to contact your offices and organise a booking.

The added advantage of using job management software to manage appointments is that it immediately sends customers’ booking details to your back-office staff. Your team can then use the in-built intelligent scheduling assistant to optimise your schedule. For example, the software can create a more streamlined calendar based on each appointment and their purpose, freeing up any time that had previously been unavailable for booking due to errors caused by out-of-date manual scheduling processes. 

Aside from being able to take on more bookings, you can also respond to emergency call outs, as the schedule can be flexible enough to accommodate emergent customer scenarios. Finally, more appointments available means your customers will be more likely to find an appointment that suits them — and it means more cash flowing in for you.

2. Real-time Updates for Improved Communication

Organisations that fail to modernise and adopt technology to maximise their communications with customers now risk becoming obsolete. With a staggering 89% of customers preferring an “Uber-like” service for tracking technician arrivals, traditional methods of managing your schedule aren’t going to be convenient to your clients and keep them coming back in the future.

The latest field management software allows you to update your customers in real-time with GPS tracking. They’ll be able to track where their technicians are at the touch of a button and go about their day safe in the knowledge that they won’t miss their engineers’ visit. So, never again will your customers have to wait at home all day with an inconvenient, vague time frame for arrival.

3. Go Digital with Your Documentation for Better Customer Convenience

In the UK, late invoice payments have risen by 23% since the start of 2020, potentially due to manual or laborious payment processes. Make sure your business isn’t missing out on making payment convenient for your customers, and in turn, being paid faster.

Often, it takes a few weeks for an accounts payable team to create and deliver a paper invoice to a customer with traditional accounting methods. 

But, with digital payment methods making sending money simple, paper invoicing and delays aren’t convenient for your customers. Using a digital field service management platform allows you to digitise all your important documents. For example, BigChange has an integrated invoicing feature to make the payment process far more straightforward. 

Once a field technician has completed a job, they can fill out all relevant information on their mobile and send the customer a digital invoice in seconds. This invoice will also link up to any contact information on the platform’s integrated CRM (customer relationship management) system, meaning there will be fewer human error mistakes than if invoicing was manual or hand-written.

Your customers can then digitally pay their invoice immediately using a range of convenient, online options. Not only do online payment methods ensure that your business bills are settled quickly and on time, but customers will have a smoother experience in dealing with the company and be more inclined to use your services again.

4. Anticipate Your Repeat Customers’ Needs

Suppose your field services company deals with a lot of regular maintenance. In that case, you could use software to make repeat bookings even more convenient for your customers by saving them wasting time on any administrative tasks.

Software such as BigChange allows your business to send automated texts or emails to remind customers it’s time to book so they don’t have the headache of needing to remember. The scheduling assistant can also automatically catalogue routine maintenance to save customers from contacting your firm at all. 

Not only are you anticipating customers’ needs with these automated features, but you’re simultaneously providing a smoother, more frictionless experience, where customers have to do as little as possible to achieve the result they need.

Job Management Platforms Provide Greater Convenience to Your Customers

Software not only supports convenience when it comes to invoices, though. It’s no secret that the emergence of COVID has changed customer needs for good. Companies could no longer rely on “business as usual” because of the essential need to protect their workers and customers from illness, meaning more services had to move online. However, even as COVID restrictions become increasingly relaxed, customers still expect the same level of convenience that digital processes offered them throughout the crisis. 

With BigChange, you can move your entire operation online. You’ll be able to give your customers a convenient and efficient service with features such as:

  • Self-service portal for online bookings
  • GPS tracking for technicians vehicles
  • Automated text updates
  • Automatic repeat booking 
  • Fast and simple invoicing and payment methods
  • ‘No touch’ signatures to prioritise health and safety
  • Storage for important documentation so that all employees have access to crucial information about the job

Improve Customer Convenience and Provide Speedy Services 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.

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

Did you know, up to 76% of customers decide to purchase from a brand based on customer experience (CX) alone? Therefore, to continue growing your customer base, you must consider how your clients will perceive your business at each stage of the buying process.

To create a superior customer experience, you should think about every touchpoint before, during, and after a sale. Being efficient at booking, job execution, and aftercare will help set you apart from your competition. 

In this article, we will explain how to build strong customer relationships by optimising your schedule, driving growth and improvement, and strengthening your CX using job management technology such as BigChange.

What are the Benefits of a Customer Experience Strategy?

1. Increased Profits

Brands with superior customer experience bring in 5.7 times more revenue than competitors that don’t focus on their clients’ needs. Therefore, focusing some time and energy on improving the service you provide could significantly impact your bottom line.

2. More Loyal Customers

Research has shown that customers that give companies a high CX score spend 140% more and remain loyal for up to six years. Not only will improving your customer experience reap more profit in the short term, but these loyal customers who trust your business will spend more over the course of their relationship with you.
Plus, people who have a favourable view of your business are more likely to spread the word to their social and professional circles — and Nielson research showed that 92% of customers will trust recommendations over any form of marketing. So, providing excellent customer experiences could lead to word of mouth marketing, exposing your company to a new audience that could potentially turn into sales.

3. More Streamlined Operation

77% of customers say they view companies more positively if they seek out and apply customer feedback to improve their products and services.

By improving your after-appointment customer experience you could not only gain valuable insights that can improve your entire operation but you’ll build loyalty and trust with your existing audience as they will see you value their feedback.

What are the Buyer Journey Stages in Field Services?

1. The Booking Process

Traditionally, customers would have had to pick up the phone, use a contact form or send an email to scope out booking a job with a field service provider. 

However, 42% of people today vastly prefer online scheduling over picking up the phone. The first contact is crucial to get right, or you could miss out on business — solely because customers want to finalise their booking at their leisure without talking to a representative.

Customers will then speak directly to one of your back-office staff to make an appointment. However, when you require people to book appointments over the phone, they will either have to wait until business hours, or they could find themselves helpless in an emergency. 
In this day and age of immediate gratification, it’s not surprising that 70% of customers have said that speed of service matters the most when dealing with a business. But, unfortunately, if you are still using out-of-date legacy systems and slow manual administration processes for bookings, that isn’t enough to provide the best customer experience.

2. On the Day of Appointment

Customers don’t appreciate having to wait around all day for their appointment because they’ve been given a vague time slot for their technician to arrive, and communication has been poor.
In contrast, when a business sends automatic updates, 68% of customers have a better opinion of the company. Therefore, providing your customers with updates about the job status and their technicians’ locations is essential to creating a superior customer experience.

3. Post-Appointment Customer Care

To provide an excellent customer experience, you have to consider how you interact with people even after completing the job. 

Using traditional accounting methods might have taken a couple of weeks for a customer to receive an invoice. Drawn out payment processes could be inconvenient for your customers and detract from their overall experience, or make them consider a competitor in future who offers a more seamless payment experience. 

Therefore, in order to thrive in this stage, your business needs to modernise its invoicing methods. Let’s look at how technology can transform the experience you offer your customers before, during, and after an appointment.

How to Use Technology to Enhance Customer Experience

Using a job management platform improves the customer experience at all stages of the buyer journey. Here are the top three ways you can use technology to enhance your service:

1. Creating Excellent Customer Experiences in the Booking Stage

Using a Self-Service Platform

88% of consumers expect an organisation to have some form of self-service portal available. Suppose your business only enables customers to book appointments over the phone — the customer has to wait for business hours, which could clash with their own work schedule, or they might not be able to get the help they need quickly enough, leading to them using a competitor. In that case, you should consider adopting software that allows clients to manage their bookings online at their convenience.

An added advantage of using an online self-service portal is that it will send an immediate alert to your back-office staff. Your team can then use the information the customer provided to schedule and dispatch the most appropriate technician, based on factors like:

  • Customer location
  • Traffic information
  • Vehicle type
  • Job constraints
  • Necessary qualifications
  • Equipment needed

As such, your workers will be able to get the job done right the first time and take less time out of your customers’ busy days.

Gathering all the Information

In the field service world, high first-time fix rates are essential to a good customer experience. Companies with a first-time fix rate of over 70% retain 86% of their customer base. If they achieve less than 70%, their retention rate drops by 10%. 

Therefore, at the booking stage, it’s essential to gather as much information as possible about the job and the constraints that might be relevant so that your engineer can fix the customer’s issue the first time.
Using a job management platform to gather information and allocate the right assets to a job means your technicians can confidently arrive for appointments with the tools they need to complete the job the first time. Not only does this provide a smoother experience for your customer, but your retention will benefit from your improved first-time fix rate.

Optimised Schedule

56% of field service professionals say that their customers are demanding faster response times. Therefore, businesses will need to modernise their schedules to meet the growing demand for quick services. By using job management software that optimises your schedule, you’ll have the resource to attend more emergency appointments and act quickly on emergent customer requests.
The best field service management platforms on the market include intelligent scheduling assistants that enable you to optimise your schedule, taking into account all appointments, their purpose, and the time they will take. The system then frees up any time that had previously been unavailable for booking due to manual scheduling or human error. As a result, you’ll free up more time for both back-office staff and make more profit from extra appointments.

2. Providing Stronger Experiences on the Day of Appointment

Let’s look at how you can streamline the experience on the day of the appointment:

Ensuring Parts and Equipment are Available

According to a report, a staggering 43% of small businesses fail to track their assets and inventory effectively. Using manual or paper methods for asset tracking opens your company to many risks caused by human error. 

Engineers could inadvertently take spare items, or writing on forms may be illegible. Such mistakes mean items go missing easily, and replacements can be costly. A disorganised inventory could lead to a lack of necessary items and slow response times for a customer while you get parts or tools back in stock.

Instead, you can digitise your asset management, which removes the logistical headaches of managing an inventory. For example, field service management platforms like BigChange allow you to create a detailed register of equipment and parts. Then, you can track the movements of items using serial numbers, barcodes, or QR codes. 

Your technicians can check inventory in and out directly from their mobile devices, giving you better visibility over your valuable equipment. Consequently, your customer will never suffer a wait for parts or tools that were an oversight in the planning process.

Identifying the Quickest Routes

Using software to manage your operations allows you to match the right person to the right job quicker than ever. For example, you might have a technician in a nearby location to a customer, but traffic could cause them to take longer to arrive than another available person. In such a case, the system will suggest the best worker to allocate, saving your team from having to work it out manually.

Notification Features with GPS

BigChange’s field service management software allows your customers to get notifications about their appointment status and see the live location of their technician via the GPS vehicle tracking feature. So, never again will your customers feel like they’re left in the dark about the status of a job or have to wait at home all day.

3. Implementing Excellent After-Appointment Care

Follow-up Appointments

We’ve seen how using online scheduling software that allows your clients to manage bookings on their own is one step towards creating an excellent customer experience. However, you can go another step further by making it simple to book repeat appointments.

BigChange’s recurring job templates are perfect for clients who know they have many jobs. The recurring job feature enables you to group jobs so you can schedule them in bulk, saving both you and your customers a significant amount of time and stress.
In addition to scheduled work, the software includes a feature that allows you or your customer to create an automatic follow-up job should any unexpected work arise in the future. All new appointments will link to any previous jobs, meaning any relevant history is readily available for the engineer working on it.

Easy Payments

For the average small-to-mid-sized company, it takes approximately 25 days to process an invoice manually from receipt to payment. As a result, businesses have to deal with overdue payments, processing costs, and employees wasting time on drawn-out manual methods. However, field service software with integrated payment gateways can speed up the payment process. 
Integrated payment solutions allow you to send your customer an invoice online automatically. 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 using a variety of payment options, making it more convenient for the client and better for your cash flow.

Asking for Customer 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.
Once you’ve gathered your satisfaction surveys, the BigChange CRM automatically stores all interactions. You can then easily access survey results in the future and use them to adjust your services based on customer feedback. This will show your audience that you value their feedback, and can adjust your service accordingly. This kind of development is great for customer retention as your loyal customers will feel valued and build more trust with the organisation.

Using Technology to Enhance the Customer Experience is Key

Using software like BigChange’s field service management system eliminates many burdensome and time-consuming processes throughout the customer journey. Subsequently, you’ll liberate more time for your staff to focus on making the customer experience the best it can be. Aside from being able to deliver superior experiences, you’ll also find that your optimised schedule enables your engineers to take on more appointments each day and boost your bottom line in the process.

Deliver a Superior Field Service Customer Experience, on BigChange

Make the change and manage your entire operation on a single platform. 

BigChange gives you complete control of your admin, from quotes to invoicing and beyond. Also, with our mobile app (available on iOS and Android), you can seamlessly connect your office, field technicians and customers and provide an excellent customer experience as well as increased profitability as a result. 

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.

For 46% of businesses, customer experience (CX) is expected to be their number one priority in the next five years. With today’s customers wanting organisations to anticipate their needs and deliver outstanding services at every buyer journey stage, a robust CX strategy is key to company survival. Unfortunately, those that fail to consider the needs of their clients risk being left behind.

But, how do you maintain a high customer engagement rate in the later stages of the buyer journey, once the job is done?

In this article, we’ll explore the top three ways you can leave a positive impression on your clients and keep them coming back for more. Plus, we’ll share how job management software can simplify the entire process.

Keeping Your Customer Engagement Rate High Once the Work is Done

89% of companies see customer experience as a critical factor in driving customer loyalty and retention. Therefore, learning how to delight your clients — even once the work is complete — is essential. Here are our top three tips on keeping engagement high in the latest stages of the buyer journey:

1. Send a Customer Satisfaction Survey

Did you know, companies that measure customer satisfaction are 33% more likely to describe themselves as successful than those that don’t? By collecting customer satisfaction data, not only can you check that people are happy with the work your technicians carried out, it also enables you to address problem areas and improve your CX. 

With modern field service management technology, it’s easier than ever to collect customer feedback. Once your technicians have completed their jobs, the system will automatically send a company-branded satisfaction survey to your clients.

The system collects all the data and allows you to see your Net Promoter Score (NPS), which indicates how willing your customers would be to recommend your services to others. You can then break your customer base down into three categories:

Detractors

Detractors will usually provide an overall satisfaction score of six or lower. The chances of these customers using your business again are incredibly slim, and they may even dissuade others from purchasing your services.

Passives

Passive customer scores of around seven or eight indicate that they were happy with the service but aren’t necessarily loyal to your company. They wouldn’t think twice about switching to a competitor if they had a better offering.

Promoters

A score of 9 or 10 will indicate that these customers are promoters of your organisation. They were delighted with the outcome of the work and would actively recommend your services to others.

Collecting key metrics, such as customer satisfaction, enables you to see what you’re doing well and where there is room for improvement. Over time, you’ll be able to enhance your services and, in turn, your NPS.

2. Maintain Regular Communication

Email marketing is one of the most effective ways of keeping yourself at the forefront of your clients’ minds. In fact, 80% of small-to-medium-sized businesses rely on email as their primary customer retention channel. 

Luckily, setting up regular email communications with your customers needn’t be a headache with the right job management software in place. For example, with BigChange, you can use custom-branded templates to send automated emails to your client base. Plus, using the built-in, dynamic data fields, you can pull the customers’ names directly from the CRM (customer relationship manager) for a personal touch that will make them feel valued.

Maintaining communication with your clients, even after their projects are complete, is a great way to remind them of your existence and increases the likelihood that they’ll think of your business next time they require field services.

3. Leave a Lasting Impression

According to Gartner, more than two-thirds of companies now compete primarily based on customer experience. Consequently, you will need to make CX a priority to stay competitive and retain customers.

With job management software, you can deliver seamless, convenient services to your customers that will leave a lasting impression and encourage brand loyalty. For example, a platform like BigChange provides the following:

  • Easy, online bookings: no more waiting on the phone to speak to a representative
  • Allocation of stock and equipment to jobs: ensure your technicians arrive at the job with the gear they need to complete the work the first time
  • Real-time status updates: allow your customers to track the location of their technician
  • Instant, digital documents: your technicians can send invoices and essential documents to your clients in seconds for same-day payment
  • Modern payment methods: enable your customers to pay using the methods they’re accustomed to — gone are the days of paper cheques

Providing a smooth end-to-end process and excellent customer service will make you stand out from your competitors that rely on outdated, manual processes. As such, you’ll increase the likelihood that clients will remain engaged with your business long after the work is complete.

Improve Your Field Service Customer Engagement Rates Using Technology

40% of field service organisations have enjoyed business growth due to adopting state-of-the-art technologies to manage their operations. Subsequently, companies will need to modernise their processes and undergo a digital transformation to maintain a high customer engagement rate and thrive in a competitive, post-pandemic landscape.

With BigChange’s job management software, you can digitise a large portion of the customer experience, making for a convenient, straightforward and excellent buyer journey that won’t add extra administration tasks to your team’s workload.

Elevate Your Customer Engagement Rate with BigChange

All the essential information you need at the click of a button.

BigChange’s field service management 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.

Customer experience (CX) has quickly become a top priority for businesses, with more than two-thirds of them competing primarily on the service they offer their clients. Customers are no longer loyal to companies based on prices, products or services alone. Instead, they now also expect seamless experiences that anticipate their needs.

Therefore, organisations that don’t stay ahead of the curve and deliver outstanding services risk being superseded by their competitors. However, the good news is that implementing a great customer experience doesn’t have to be costly or challenging.

In fact, by using state-of-the-art workforce management software, you can revolutionise the way your customers interact with your business at various stages of the sales cycle. Read on to find out more about the benefits of using technology as a means of keeping your customers happy. 

The Top 4 Benefits of Improving Customer Experience

In addition to keeping customers happy, your business could greatly benefit from improving the customer experience. Here are just four of the top advantages your company could enjoy:

1. Your Revenue Will Increase

According to research, a completely satisfied customer contributes 2.6 times as much revenue as a somewhat satisfied customer and 14 times as much as a somewhat dissatisfied customer. Subsequently, businesses that make CX a priority can expect to profit more than those that don’t.

With a modern CRM (customer relationship management) system designed specifically for field service businesses, you can anticipate your clients’ needs and exceed their expectations. Back office workflows ensure that procedures are followed to a tee every time; for example, you can send your customers a survey post-job to check that the work is to their satisfaction.

Plus, personalised communications with your customers have never been more straightforward. You can use digital, custom-branded templates to provide clients with regular updates on their job status, keeping them in the loop without adding taxing administration tasks to your team’s to-do list.

By impressing your customers at each stage of the buyer journey, you can guarantee that they’ll have a positive impression of your company. As such, you’ll find that they’re willing to pay a premium for your excellent services instead of using another cheaper company that continues to use outdated, inconvenient processes.

2. You Will Have More Loyal Customers

Did you know, 82% of emotionally engaged customers always use the same company when they need something and are less likely to shop around? But, for businesses to keep their customers emotionally engaged, they must figure out how to make people feel valued at each buyer journey stage. 

Luckily, anticipating your customers’ needs and making them feel appreciated isn’t challenging with the right technology in place. Firstly, you can provide your customers with an easy-to-use portal where they can book and manage their appointment without needing to waste time on the phone. 

Then, you can send them personalised, real-time notifications on the status of their job. Finally, your technician can complete all paperwork from their mobile device and issue it directly to the customer for instant invoicing and payment.  

Your customers will appreciate the rapid, convenient service and are more likely to use your company again in the future as a result.

3. Your Customers Will Turn into Advocates for your Business

93% of today’s customers say they use online reviews to influence their purchasing decisions when researching products and services. Therefore, you must ensure your CX is worth shouting about by keeping customers happy.

Using a CRM that gives you a 360˚ view of every account, contact site and contract, you’ll have all the information you need to delight your customers at the touch of a button. The software will log every call, email and customer interaction, so you never lose critical information about a client’s job. Also, you can share and allocate cases through custom tickets and notes to ensure that the team deals with and resolves customer queries as soon as possible for a seamless workflow.

Customers who feel like your company truly cares about their needs, even after their job is complete, will be more satisfied and willing to recommend your product or services to their friends, family, and professional network.

4. You Will Stand Out Amongst the Competition

Unsurprisingly, companies that prioritise CX outperform those that don’t by nearly 80%. Today’s customers are used to speedy, digital buying experiences, so manual processes and antiquated legacy systems aren’t going to cut it anymore. 

Instead, the businesses that stand out from their competitors are the early adopters of modern workforce management platforms. BigChange’s 5-in-1 system allows you to manage the entire end-to-end process in one place, delighting your customers and making your back office team’s lives simpler simultaneously. 

By eliminating burdensome, long-winded administration tasks, your team will have more time to focus on delivering exceptional service to your customers. Using the cloud-based management system, your staff can easily schedule jobs, dispatch workers and provide customers with real-time status updates. Your technicians can then carry out each job to a high standard and instantly send your customer the necessary paperwork directly from their mobile device.

Providing such a smooth service will set you apart from the companies that continue to rely on paper-based documents and spreadsheets to manage their operations. Consequently, your business will thrive.

For more tips on how to deliver a seamless customer experience, click here.

Enjoy the Benefits of Improving the Customer Experience 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.

To thrive in today’s competitive field service landscape, you have to be willing to play a figurative game of chess. Much like a chess player, you must anticipate your customer’s next move in order to get the upper hand. In fact, 50% of customers say they will be loyal to a business if it manages to predict their needs.

But, what do customers expect from field service organisations?

In this article, we’ll explore the top three priorities for customers who require field services. We’ll also discuss how field service management software enables you to meet their high standards without adding extra work to your team’s ‘to-do’ list. 

Field Services: What Do Customers Expect?

1. A Knowledgeable Team

According to data from PwC, 46% of people will abandon a brand if they’re not knowledgeable. Therefore, ensuring your entire team has all the information they need to hand is paramount to impressing your clients.

With a field service management platform, you can keep a detailed electronic record of all interactions with your customers from the moment they book an appointment via the online self-service portal. As such, your team can see all their requirements and use the data to assign the right stock, equipment and technician to the job.

The best platforms also provide an app that gives your technicians access to vital information from their mobile devices. Using the app, the technician can view the customer’s file and instantly understand the issue. 

Providing your team with all the knowledge they need to do an outstanding job will improve productivity as tasks take less time to complete and leave a lasting impression on your customers. You’ll likely also find that clients are more inclined to lean on your expertise over your competitors’ next time they require field services.

2. A No-Fuss Service

Field service organisations with a first-time fix rate of over 70% enjoy an 86% customer retention rate. With modern customers leading busy lives, ensuring that your technicians complete the job the first time is key to delivering a service that meets their expectations.

The good news is that achieving a high first-time fix rate needn’t be a challenging task. Using field service management software, you can start making an improvement immediately. Once customers make a booking, your back-office staff can see the nature of their issue, which enables them to select a technician based on location, skill set and vehicle type.

After the most appropriate technician is assigned, your team can allocate specific gear to the job. Your workers will then always turn up with everything they need to complete the project on the first visit. 

Aside from enabling your technicians to attend more appointments per day, you’ll also lose less time to repeat visits, which can eat into your profits. Additionally, your customers will be impressed at the speed and simplicity of the service and may be more inclined to recommend your business to their friends and family.

3. Rapid Communication

Only 14% of customers say they’re happy with current business communications. Your clients don’t have time to sit on the phone for hours to talk to a representative, nor do they want to wait at home all day because they were given a vague time slot.

Fortunately, field service management platforms like BigChange make effective communication more straightforward than ever. For example, once your team has dispatched each technician, the system will send automated texts and emails to your customers, including a live tracking link. As a result, your customers can see precisely where their technicians are, meaning they won’t have to keep calling the office for an update. 

Furthermore, the platform will pull through information from the integrated CRM (customer relationship management) system to create a personalised follow-up email once the work is complete. The email is an excellent opportunity to show that you value your clients and collect feedback via a customer satisfaction survey.

With such vital data at your fingertips, you’ll be able to continue shaping your operations based on customer expectations and simultaneously grow and develop the business. 

Field Service Management Software Helps You Anticipate Customers’ Needs

Unsurprisingly, companies that focus on delivering a superior customer experience bring in 5.7 times more revenue than those that don’t focus on their clients’ needs. However, if you’re still relying on legacy systems and manual administration methods to manage your customer relationships, you risk falling behind your competitors.

By making the switch to state-of-the-art field service management software, you can automate the time-consuming processes that may have historically fallen through the cracks as other tasks took priority. For instance, never again will your team have to remember to update your customers on the whereabouts of technicians, nor will you have to wonder if your clients were satisfied with the work.

Instead, you can anticipate your customers’ needs, collect feedback that helps to improve your business and streamline your operations at the touch of a button. 

Exceed Customer Expectations and Grow Your Business 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.

You could have the best product or service in the world, but if your customer service isn’t satisfactory, your reputation will suffer, and you could lose business as a result. In fact, 96% of people say that customer service is crucial in their loyalty to a brand.

Therefore, to ensure your customers come back to your company time and time again, you must consider ways to ensure they have a positive experience. Luckily, thanks to the latest workforce management technology, it’s never been easier to deliver outstanding service.

In this article, we’ll explain how to deliver great customer service and share why it’s such a vital part of the customer experience (CX).

How to Deliver Great Customer Service

With 54% of people saying that they have higher customer service expectations than they did just one year ago, businesses must find more innovative ways to stay ahead of the curve by using technology. 

Here are the top five ways you can use field service management software to create a personalised customer experience that will impress your clients and boost the reputation of your business:

1. Respond Promptly to Customers

For 70% of customers, speed of service matters the most. Therefore, to please your clientele, you must review your current processes and eliminate anything that slows down the workflow. 

For most field service organisations, inefficiencies are often caused by manual administration methods and outdated legacy systems. 

In contrast, you can streamline your processes and free up your employees’ time to respond more rapidly to customer requests when you use field service management software.

For example, as soon as your customers have booked an appointment, your back office team can schedule and dispatch a worker based on real-time data, such as the location of the technician or job constraints. They can also send automatic notifications to clients to inform them of the technicians’ whereabouts. 

With technology enabling you to respond to your customers instantly, you can rest assured that you’re delivering excellent service.

2. Personalise Your Service

80% of customers are more likely to purchase a product or service if the brand provides personalised experiences. Unfortunately, spreadsheets and paper-based documents make it much more challenging to provide communications tailored to each of your customers.

Instead, contemporary CRM (customer relationship management) systems can pull client data into company-branded templates, enabling you to automatically send emails and other routine communications at the touch of a button.

A personalised customer experience will make your clients feel more valued and increase the likelihood of using your business again in the future. Plus, clients who are impressed with your service may also recommend you to their friends, family and professional network.

3. Give Customers the Tools They Need to Help Themselves

Historically, customers that wanted to book or reschedule an appointment had to take time out of their busy days waiting on the phone to speak to someone. However, thanks to technological advancements in recent decades, it’s now much more straightforward for clients to manage their bookings.

Unsurprisingly, 67% of customers say they prefer self-service over speaking to a company representative.

As such, to deliver the best customer service possible and stand out from the competition, you should offer tools to help your clients help themselves. The good news is that many modern workforce management solutions include built-in self-service customer portals where people can easily manage their appointments online.

In addition to appointment scheduling, customers can also view the live progress of their technicians’ locations and download job cards and invoices once the work is complete. With full visibility and control over their booking, customers will enjoy a convenient service that will make them want to keep using your company over others that don’t offer self-service options.

4. Keep in Touch with Customers Once the Work is Complete

70% of the customer experience is based on how the client feels you are treating them each time they make contact with your business. Consequently, you should make an effort to check in with your customers at every stage of the buyer journey, even after the work is complete.

Using field service management technology, you can send your customers a satisfaction survey when your technician has completed the work to ensure they’re happy. If required, you can also set up recurring jobs with automated reminders so your customers don’t have to remember to book a new appointment each time.

By keeping your customers engaged throughout the customer journey and beyond, they’ll feel appreciated and will maintain a more favourable impression of your company.

5. Be Helpful and Anticipate Customer Needs

Organisations that prioritise the customer experience outperform those that don’t by a staggering 80%. Clearly, it pays to anticipate your customers’ needs and deliver on their expectations.

But, how can you anticipate your customers’ needs if you don’t have the necessary data or tools? In today’s digital world, clients are used to businesses helping them solve problems they didn’t even know they had. So, manual administration methods and paper-based documents aren’t going to give you the information you need to delight your clients anymore.

Fortunately, with cloud-based field service management software like BigChange, you’ll have access to all the data you need in the palm of your hand as it will log every interaction you have with your customers. 

Subsequently, you can do the following:

  • Schedule and dispatch workers depending on the customers’ requirements
  • Provide real-time status updates to keep clients in the loop
  • Create digital documents which reduce the risk of human error
  • Send online invoices the same day
  • Allow customers to pay electronically instead of waiting several days for a paper invoice

By anticipating your customers’ needs and offering helpful service, they will feel your company cares, making them more inclined to want to use your services again. 

To learn more about customer experience and how to map out the customer journey, click here.

Deliver a Personalised Customer Experience 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.

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

There is undoubtedly some truth to the old saying, “the customer is always right”, in today’s world. In fact, 76% of customers now expect companies to understand their needs and will decide to purchase from a brand based purely on the customer experience (CX) it offers. Therefore, businesses that don’t prioritise their customers run the risk of having a high churn rate as people opt to use their competitors the next time they require field services. 

In this article, we’ll share a simple churn rate calculation so you can understand how happy your customers are with your CX. We’ll also explore some of the top reasons why customers abandon a company and what you can do to stand out from your competitors.

What is Customer Churn Rate and Why is it Important?

Customer churn rate — sometimes referred to as attrition rate — is the measure of how many customers stop doing business with your company over a specific period. The higher your churn rate, the more customers you’ve lost.

But, when you can simply go out and attract new customers, why should you place so much importance on maintaining a low churn rate? There are a few key reasons:

1. Customer Acquisition is Expensive

Shockingly, customer acquisition can cost up to five times more than retention. Think of it from your customers’ perspectives: if they already know how excellent your services are, they’ll be more willing to purchase them again in the future. Existing customers may also be happier spending more and trying out your other services, depending on how impressed they were previously. 

In contrast, it can take much more time and money to convince a new customer to purchase your services as there’s so much competition on the market.

2. A High Churn Rate Inhibits Company Growth

32% of people say that, after just one negative experience, they would stop doing business with a company they previously loved. Sadly, there’s little room for error when it comes to delighting your clients. If you’re consistently driving your customers away, it’s unlikely that they will return any time soon, which makes it much harder to keep growing your business. Instead, you’ll need to rely on acquiring new customers, which is far more costly, as we established earlier.

3. Your Company’s Reputation Takes a Hit

In 2020, around 87% of people read online reviews before engaging with a local business. So, if your customers are leaving because they’ve had a negative experience, there’s a chance they may leave a bad review online. Consequently, you could be losing out on potential clients if they’re reading several poor reviews that paint an unfavourable picture of your company. 

In a post-pandemic world, very few businesses can afford to ignore their churn rates, so let’s look at how to calculate your company’s percentage.

How to Do a Churn Rate Calculation

To determine your current customer turnover, you’ll need to do a simple churn rate calculation. First, you should take a look at how many customers you had at the beginning of the month and subtract it by the number of customers you had by the end of the month.

Then, you’ll need to divide that number by the number of customers you had at the beginning of the month. Finally, multiply your answer by 100 to get your final total.

So the formula would be:

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 would be 0% in an ideal world, but, unfortunately, client losses are inevitable. The best approach is to begin by calculating your current rate and then setting a realistic target for improvement.

Are you unhappy with your churn rate? Read on to find out what could be driving your clients away and how you can improve customer loyalty.

What’s Causing My Churn Rate to be High?

There are several potential reasons why your customers could be abandoning ship, so we’ve put together a list of the most common causes of a high churn rate:

1. Customers Have to Wait a Long Time to Get What They Need

For 60% of customers, long holds and wait times are the most frustrating parts of a service experience. With so many people now leading fast-paced lives, they don’t have time to spend waiting to get what they need. Instead, they expect rapid, convenient services.

There are three key contact points that you’ll need to consider when looking into ways to decrease wait times for your customers:

1. Appointment Bookings

88% of customers expect businesses to have some form of self-service portal available for them to make and amend bookings. Therefore, if your company still expects people to call during opening hours and speak directly to a representative, there’s a good chance you’re driving customers away.

2. The Day of the Appointment

Did you know that a staggering 89% of customers prefer an ‘Uber-like’ application to track the location of field technicians? Customers don’t want to wait around all day, wondering when their technicians will arrive, so, unfortunately, simply providing time slot ‘windows’ won’t cut it anymore.

3. Invoicing and Payment

Modern customers want innovative, more straightforward ways to pay for services, so companies will have to provide the methods to which people are now accustomed. Traditional invoicing methods can take weeks, which is inconvenient for your customers and can also lead to late payments.

Fortunately, when you use a state-of-the-art field service management platform, you’ll be able to meet customer expectations at all three touchpoints. For example, customers can make and amend bookings using an online portal, meaning they can set up an appointment at a time that suits them.

Then, the booking information immediately enters the system, enabling your back-office staff to assign and dispatch a suitable technician. Once the technicians are on their way, the software generates an automated email and text update. The update includes a live tracking link so your customers can see the technician’s exact location.

Finally, the technicians can fill out all essential documents and generate invoices directly from their mobile devices the moment they’ve completed the job. As such, your customers will receive an invoice in seconds and be able to pay the same day using a range of simple methods. 

Customers will appreciate the fact that you’ve kept their needs in mind throughout every stage of the buyer journey and will be more inclined to use your business again in the future.

2. Your Employees Aren’t Knowledgeable Enough

According to data from PwC, 46% of people will abandon a brand if they aren’t knowledgeable. When customers interact with your business, they expect to speak to an industry expert who can provide them with a suitable solution. 

However, if you’re sending your technicians to jobs without all the information they need on the client’s issue beforehand, you’re setting them up for failure. That’s why you must equip your field-based workers with detailed records of each customer job.

The best field service management platforms on the market will often include a mobile app that allows technicians to see everything that your back-office team can access. As such, they’ll be able to quickly read up on the customer’s issue before they visit the location and can fully prepare all the tools and equipment they need to bring on-site. 

Arming your technicians with the technology they need to provide a reliable, knowledgeable service will impress your customers and boost your reputation as a professional, reputable business. As a result, you may notice a significant decrease in your churn rate.

3. Customers Have to Make Multiple Appointments for Fixes

Customer retention rates have been proven to correlate with first-time fix rates directly. Research from the Aberdeen Group shows that field service organisations with a first-time fix rate of over 70% enjoy a colossal 86% customer retention rate.

Subsequently, you must make it a priority to get the job done the first time. The good news is, field service management platforms make it simpler than ever to achieve a high first-time fix rate. 

Once your customers have made a booking via the online portal, your back-office team will have a complete record of the issue. Consequently, they’ll be able to assign a worker based on location, skill set and qualifications, and vehicle type, so the best person for the job will attend.

Then, using an inbuilt asset management tool, they will be able to assign stock and equipment directly to the job. Your technicians can simply pick up everything they need on the day of the appointment and head to the customers’ locations — confident that they will be able to complete the work there and then. 

By improving your first-time fix rates, you’ll be able to impress your customers with rapid services, and your technicians will have more time to attend additional bookings each day.

4. You’re Not Making Your Customers Feel Valued

The number one reason why customers abandon companies is that they don’t feel appreciated. So, if you haven’t already considered ways to show how much you value your customers, now is the perfect time to start.

With a field service management platform like BigChange, showing appreciation to your customers doesn’t require any extra effort. You can add your company’s branding to our pre-designed templates to create professional-looking communications and add customers’ names using the inbuilt CRM (customer relationship manager).

Then, you can automatically send out personalised emails during crucial points of the buyer journey. For example, once your technicians have completed their jobs, the system will send an automated email that includes a customer satisfaction survey.

Aside from helping to make your customers feel valued, the satisfaction surveys also serve as a chance to hear your clients’ opinions on your business. Subsequently, you’ll be able to see what’s working and what isn’t, enabling you to make consistent improvements that lower your customer churn rate.

Field Service Management Software Helps You Stand Out from Your Competitors

Now you know how to improve your customer churn rate, it’s worth taking some time to create a plan and put it into action. By improving your retention rate by just 5%, you can enjoy an impressive 25-95% increase in profits.

In order to meet the high expectations of the modern customer, field service businesses should consider investing in a platform like BigChange. Unlike traditional manual methods, field service management software provides an end-to-end solution for managing your operations. By undergoing a digital transformation, you can seamlessly connect your back-office, field-based workers and customers, enabling you to provide outstanding services every time.

With many field service businesses still relying on outdated processes, now is the perfect time to get ahead of the curve and stand out from the competition.

Build Strong Customer Relationships and Lower Your Churn 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.

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


Around half of all field service organisations use multiple platforms, spreadsheets and paper-based documents to manage their operations. However, with an enormous 76% of customers now expecting companies to anticipate their needs and deliver outstanding customer experiences (CX), traditional ways of working don’t have what it takes to meet their demands.

With manual administration methods being inherently error-prone, it’s easy for minor slip-ups to cause extensive, costly issues. Not only do such problems eat into your profits, but they can also have severe reputational repercussions if your customers are affected in the process. 

The good news is that modern field service management (FSM) technology platforms have been designed specifically to help companies realise their full potential and better customer experiences. The best platforms on the market include an integrated mobile app that equips technicians with the tools they need to impress clients every time.

In this article, we’ll explore how your field-based workforce can make the most of an FSM mobile app and enhance the customer experience.

Using Field Service Mobile Apps to Deliver a Better Customer Experience

When using a field service mobile app, your technicians will be able to do the following:

1. Get the Job Done the First Time

Field service organisations that achieve a high first-time fix rate of 70% or above boast an impressive 86% customer retention rate. With people leading hectic lives, clients appreciate it when technicians can complete the job on the first appointment.

Fortunately, with the right field service mobile app to hand, your technicians will never have to worry about arriving at a job unprepared. Once your customers have made their appointments, the booking details will appear in the system for your back-office staff. Consequently, they can assign the correct stock, equipment and assets to each job so your workers will have all the gear they need to complete the job during the first appointment.

Aside from delighting your clients by providing a rapid and straightforward service, your workers will also have more time each day to attend additional appointments and boost your organisation’s reputation.

2. Send Invoices to Customers Immediately

When using manual methods, it takes the average accounts receivable team around 11 hours to process an invoice. Unfortunately, slow invoicing processes can lead to late payments and dissatisfied customers, who don’t want to wait for days — or sometimes weeks — to pay for a service. 

In contrast, field service mobile apps can produce important documents in a matter of seconds. Once your technicians have completed their jobs, they’ll be able to pull through data from the CRM (customer relationship manager) and create an accurate invoice directly from their mobile devices. 

With the invoice being completely digital, your technicians can then send the invoice straight to the customer, who can approve it there and then. Finally, using a range of convenient, electronic payment methods, clients can pay for the service on the same day. As such, they won’t be burdened with the task of remembering to pay the paper-based invoice when it arrives long after the job is complete.

3. Share Their Location With Customers

From pizza to parcels, customers today are used to being able to live-track the whereabouts of their orders. So, why would they expect anything less from your organisation? In fact, a staggering 89% of customers say they want an ‘Uber-like’ service to track the location of their field service technicians alongside updates on their arrival times.

It’s no secret that the average workday for a field technician is unpredictable. Emergency call-outs and cancellations can mean that their schedule has to shift. But, using a field service app like BigChange’s, your workers can pause, suspend, reject and create new jobs from scratch on the field, meaning they can respond to new bookings as they arise.

However, an erratic schedule doesn’t mean you can’t provide your customers with accurate updates on the location of their technicians. Combining GPS tracking software with a mobile app enables your workers to communicate with your back-office team so they can send out notifications to customers at the right moments.

Once your customers receive their update, they’ll be able to see an estimated time of arrival and click on the live tracking link. Keeping your clients in the loop on the day of their appointment indicates that you value their time, and they should be more inclined to use your company again as a result.

Investing in Technology is Your Best Bet to Standing Out from the Competition

The global field service market is predicted to reach $4.45 billion by 2022 as more companies begin to adopt FSM platforms to meet customer expectations. Therefore, field service organisations will need to stay ahead of their competitors and be early adopters of the latest technology to avoid becoming obsolete.

When you use BigChange’s FSM platform, you’ll also have access to the free field service mobile app that enables your technicians to do the following:

  • Log expenses
  • Capture photos and signatures
  • Check quantities of stock, equipment and assets
  • Carry out risk assessments
  • Complete daily vehicle walkaround checks
  • View all information about each job on the CRM
  • Send invoices to customers
  • Fill out and submit timesheets

Arming your technicians with such a powerful piece of technology gives them the knowledge and tools they need to impress your clients, wherever they are.

Provide a Better Customer Experience with BigChange

Allow your technicians to see all job information in one place.

With the BigChange Mobile Application, your field-based workforce will have everything they need to deliver excellent service. Technicians can share real-time updates on location and job statuses, guarantee on-time customer payments with electronic invoices, and enhance communication between technicians and your back-office.

All from the palm of their hands.

Want to find out more?

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

Did you know that only 12% of customers say they fully believe when companies claim they put their customers’ needs first? In today’s world, where customer expectations are high, it’s not enough to simply do a satisfactory job and move on. For field service businesses to stay afloat in a competitive market, they must consider how to take the overall customer experience (CX) to the next level.

But, anticipating customer needs and delivering a service that genuinely impresses them can be tricky if you rely on outdated systems and spreadsheets to manage your client relationships. 

That’s where field service management software comes in.

In this article, we’ll explore how the latest technology gives you the tools you need to satisfy your customers and maintain your client base.

Using Technology to Delight Your Customers

1. Automate Processes to Save Customers’ Time

As technology is becoming more integrated with many aspects of our lives, customers want companies to provide the convenient digital services they’re accustomed to elsewhere. In fact, 70% of people now expect business websites to include a self-service application.

By providing your customers with an online bookings portal, you’re allowing them to make and manage appointments in their own time. As such, they won’t need to sit on the phone, waiting to speak with a representative. 

When using field service management (FSM) software, all customer bookings come straight to your back office. The system then assigns the job directly to a customer profile, so you have a comprehensive record of all interactions you have with the client, eliminating the need for error-prone spreadsheets and hours of manual administration tasks.

Plus, storing all customer information and interactions within a central CRM (customer relationship management) system enables you to take automation one step further. Customers can receive real-time, accurate updates instead of waiting at home all day, waiting for a technician, or needing to call into the office to find out when they will arrive.

State-of-the-art FSM platforms pull through information from the CRM to send automated texts and emails to customers. The notifications provide your clients with an estimated time of arrival and a GPS tracking link so they can see the exact location of their technicians — allowing them to go about their day without worrying that a worker could turn up at any moment.

2. Get the Job Done the First Time

Unfortunately, companies with a first-time fix rate of under 70% notice that their customer retention rate declines by 10%. When customers make an appointment, they want you to solve their problem on the agreed date, so you must have the tools to get the job done the first time.

Thankfully, field service management platforms make high first-time fix rates a possibility. For example, once your customers make their bookings, your back-office team can assign technicians to the job based on skill set, vehicle type and location. 

Then, they can allocate stock, equipment and assets to each project, so your technicians turn up to every job with the correct gear. Your workers will never have to waste time making another appointment again because they realise they don’t have the right part in their vans. 

As a result, you’ll free up more time for your technicians to attend additional bookings each day, meaning you can deliver a speedier service to your customers. 

3. Listen to Customers’ Feedback

According to data from Microsoft, a colossal 89% of customers want the option to provide businesses with feedback. Therefore, you should provide your clients with a platform to share their opinions.

Fortunately, field service management systems like BigChange make capturing customer feedback simpler than ever. Once the technicians have completed their jobs, the platform will instantly generate a personalised email with a customer satisfaction survey included. The email serves as an opportunity to thank customers for their patronage and collect their thoughts on the service, making them feel valued. 

Aside from making clients feel appreciated, the email serves as a chance for you to see if any trends are emerging from the feedback. With such vital data at hand, you’ll be able to make changes to your business that you know will delight your customers and keep them coming back time and time again.

Delight Your Customers: Field Service Management Technology is the Key

In the UK, 47% of people say they have higher customer service expectations than they did just one year ago. Consequently, field service organisations need to think outside the box and leverage the power of new technologies to stay ahead of ever-changing demands.

Field service management software automates the time-consuming, admin-heavy aspects of managing customer relationships, benefitting both you and your clients. Your back-office team will appreciate the extra time they have to focus on more business-critical tasks, and your customers will enjoy the convenience of managing their bookings online.

Subsequently, you’ll likely find that your bottom line is boosted, your customer retention rates skyrocket, and you’re able to attract more clients.

Anticipating Your Customers’ Needs is Simple 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.

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

A survey of field service management organisations showed that 56% of respondents felt the most significant influence over their ability to manage field operations effectively was meeting customer demand.

A crucial part of successful field service management is to fulfil each individual customer’s unique requirements. However, to provide an excellent customer experience, you have to exceed their expectations too. Therefore, it’s important to anticipate your customer needs by using software features and feedback to improve communication and simplify services for your clientele.

This article will guide how you can anticipate your customers’ needs in the field service management industry and how some software can help you manage customer expectations more efficiently.

Offering Self-Service Options to Delight your Customers

Even back in 2019, research found that 88% of consumers expected an organisation to have a form of self-service portal available. This customer log-in portal could be for anything from customer service queries to appointment booking. And the fact that customers seem to prefer to help themselves first, instead of talking to a business representative, cannot be ignored.

To anticipate your customers’ needs in field service management, you should use software that allows your clientele to book appointments when it suits them. This way, they can book immediately when they need to, instead of having to wait for business hours to contact your company and organise a booking.

Digital services that provide this service, such as BigChange’s intelligent scheduling assistant, will also allow you to optimise your schedule. For example, the software can create a more streamlined calendar based on appointments and their purpose, freeing up any time that had previously been unavailable for booking due to error or out of date manual scheduling processes. 

Your customer needs will be met quicker when using a scheduling assistant to optimise your bookings, as the company will have more availability. In addition, more free time means more ability to respond to emergency call outs, as the schedule can be flexible enough to accommodate emergent customer scenarios.

Using BigChange can also anticipate and eliminate another type of frustration that customers may have. Integrated GPS on bookings means that your clients will no longer be wondering where their technician is. They can also receive automated texts and updates on the engineers’ location, so they are never left in the dark when dealing with your company.

Go Digital with Your Documentation

In the UK, late invoice payments have risen by 23% since the start of 2020. Due to the pandemic, businesses have been struggling to ensure they’re paid on time. However, to survive post-COVID-19, companies need to figure out how to improve their payment systems to maintain good cash flow and be paid for their work.

Using a digital field service management platform allows you to go digital with any documentation related to a job. BigChange has an integrated invoicing feature to make the payment process far more straightforward. 

Once a field technician has completed a job, they can fill out all relevant information on their mobile and send the customer a digital invoice right there and then. This invoice will also link up to any contact information on the platform’s integrated CRM (customer relationship management) system, meaning there will be fewer human error mistakes than if invoicing was manual and documentation was written out by hand.

Your customers can then digitally pay their invoice immediately, giving them more convenience over their payment. Not only will this ensure that your business bills are settled quickly and on time, but customers will have a smoother experience in dealing with the company and be more inclined to use your services again.

Prioritise their Health and Safety

The emergence of COVID changed customer needs. Companies could no longer rely on what was routinely ‘business as usual’ because of the essential need to protect both their workers and customers from illness.

As such, software can help alleviate any issues about health and safety for customers. For example, BigChange deployed ‘no touch’ signatures during the pandemic so that work could still be ‘signed off’ and carried out for customers without the need to physically touch items and potentially transfer germs physically. 

The software allowed companies to prioritise the health of the public and ensure the needs of their customers were still being met.

Risk assessments are also a large part of anticipating the health and safety of workers and customers alike. Ensure that thorough risk assessments are carried out, and the documentation is available to customers on your self-service platform, as well as your workers on their portal. 
Providing digital documentation will make sure that everyone is aware of the risks and the steps that have been taken to prevent them. If you are unsure about this process, follow these five steps for carrying out an effective risk assessment.

Stay One Step Ahead of Repeat Customers

Suppose your field services company deals with a lot of regular maintenance. In that case, you could use software to save your customers any administrative tasks — automated texts or emails could remind them it’s time to book, or could automatically schedule routine maintenance to save them spending time contacting the firm. 

Not only are you anticipating customers’ needs, but you’re simultaneously providing a smoother, more frictionless experience where they have to do as little as possible to achieve an outcome.

Ask for Feedback

Finally, a way to anticipate what your customers want from you is to simply ask.

Almost two thirds (64%) of UK SMEs felt that using customer feedback surveys helped them improve their products and services. 

The right marketing software can allow you to send automatic emails after an appointment or customer service enquiry. Some field management service software, such as BigChange’s platform, will have an integrated CRM where you can manage surveys and automated emails in one place. Asking directly is perhaps the most simple yet effective way to hear exactly what your clients would like from you or what you could change about how you work.

Begin a Digital Transformation of Customer Experience 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.

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

Running a business isn’t an easy task, and it becomes even trickier when you throw complex data protection laws into the mix. Shockingly, over half (52%) of businesses aren’t GDPR compliant, putting them at risk of severe operational, financial and reputational damage.  

For field service businesses, collecting customer data is a necessary part of the process. You couldn’t send an engineer to a customer’s home without knowing their address, for example. So, how do you ensure that you’re managing sensitive information compliantly?

In this article, we’ll break down the jargon to explain what GDPR is and how it affects field service businesses that need to store customer data. We’ll then share how you can manage your clients’ details compliantly and explore the benefits of using a cloud-based CRM (customer relationship management) system.

What is GDPR and How Does it Affect Field Service Businesses?

GDPR stands for General Data Protection Regulation, which is the strictest privacy law in the world. Although the European Union (EU) originally drafted and passed the regulation, it affects any organisation that targets or collects data related to people in Europe. 

Ultimately, the regulation is designed to give people more control over their personal data.

Since GDPR came into effect on 25 May 2018, businesses have had to follow more stringent processes when obtaining and storing customer information to avoid the harsh penalties of non-compliance. 

But, how do you ensure that your business isn’t in breach of GDPR? Read on to find out more.

Customer Data Compliance: How Do I Ensure My Business is Not in Breach of GDPR?

Whether you’re a large corporation or an SME (Small or Medium-Sized Enterprise), you are fully responsible for protecting your customers’ data. As it stands, the maximum fine for infringements is £17.5 million or 4% of your annual turnover – whichever is greater.

Consequently, it’s essential to put together a compliance strategy.

Below are five steps you can take towards ensuring that your company is GDPR-compliant. However, it’s also essential to seek advice from a lawyer about legal requirements for your particular business.

1. Identify the Type of Data You’re Collecting

The first step to managing customer data according to GDPR is identifying and categorising the type of information you’re collecting. Here are some examples of personal data that field service organisations may need to keep a record of:

  • Names
  • Home addresses
  • Email addresses
  • Phone numbers
  • Credit card or bank account details

Once you’ve figured out the type of data you’ll be storing, you can determine the best method of processing it compliantly. 

2. Process the Data Correctly

Any time you obtain, use, share or store a customer’s data, you need to follow the seven GDPR principles, which are:

1. Lawfulness, Fairness and Transparency: You must process all personal data according to the law and ensure that you’re transparent about the actions you’re taking.

2. Purpose Limitation: You shouldn’t collect or store customer data for anything other than its intended, legal purpose or without proper permission.

3. Data Minimisation: Only collect the minimum amount of personal data you need to deliver your service.

4. Accuracy: Never collect, store or use inaccurate or outdated details.

5. Storage Limitation: Only keep data for as long as necessary. Once you no longer require the details, you must dispose of them correctly. You may also anonymise data if you intend to use it for business reporting purposes (for example, how many customers visited your website over the last five years).

6. Integrity and Confidentiality: You must process all data in a manner that ensures appropriate security, including protection against unauthorised or unlawful processing and accidental loss, destruction or damage.

7. Accountability: You should be accountable for how you handle customer data.

Remember, the GDPR requires you to prove the nature of consent between you and your customers. As such, you should keep a comprehensive record of how clients joined your database and what permissions they provided.

3. Keep Customers’ Information Secure

Regardless of how you choose to store your customers’ details, you must adopt safety measures to secure the database. Unfortunately, if you rely on spreadsheets and legacy systems to defend sensitive information, you risk becoming the victim of a data breach. 

Instead, you can ensure that your database is completely secure when you use a modern, cloud-based CRM system. Unlike in-house CRMs, which are vulnerable to hackers, cloud CRM providers encrypt customer data and create backups. 

Cloud systems enable you to take immediate action whenever security threats are detected so you can prevent any issues before they become serious. Additionally, the backups ensure that you can restore your entire database if the system crashes due to a virus.

4. Listen to Your Customers and Action their Requests

58% of people in the UK said they are concerned that a company might sell their personal information to other companies. Naturally, your customers will want to protect their data and GDPR is designed to give them more control over the way businesses use their details.

Therefore, you must make provisions for clients to exercise their rights by allowing them to access their data and deleting or modifying their details when asked. Your responses should be prompt, and you will need to provide a genuine, logical reason if you wish to delay or refuse their requests.

5. Assess Your Database for Risks

Since field service businesses deal with a high volume of customer data and collect information such as home addresses and bank details, you should carry out a DPIA (Data Protection Impact Assessment). 

Much like a standard impact assessment, a DPIA is designed to help you identify and minimise any data protection risks. Your DPIA must:

  • Describe the nature, scope, context and purposes of the processing
  • Assess necessity, proportionality and compliance measures
  • Identify and assess risks to individuals
  • Highlight any additional steps to mitigate risks

If you identify a high risk that you cannot mitigate, you must consult the ICO (Information Commissioner’s Office) before you begin processing data.
To learn more about DPIA and when you should carry out an assessment, click here.

What are the Benefits of Using a Cloud-Based CRM System to Manage Customer Data?

Evidently, there is a lot to think about to ensure that you’re operating compliantly. However, thanks to modern technology, customer data compliance needn’t be a headache. In reality, using CRM software not only ensures that you’re following the GDPR but also boasts a range of other benefits that your business will enjoy. 

Here are four reasons why a cloud-based CRM system is a must-have for any field service management business:

1. More Straightforward for Your Team

A study conducted by Professor of Business, Raymond R. Panko showed that the probability of human error is between 18-40% when people manually enter data into simple spreadsheets. For complex spreadsheets, the possibility of error escalates to a staggering 100%. So it’s not that people are lazy or incompetent, but that repetitive data entry directly causes mistakes. 

But, when it comes to GDPR, there is no room for error. 

If you’re still relying on antiquated legacy systems, spreadsheets and other paper-based methods of managing customer data, you’re increasing the likelihood that you’ll be fined for non-compliance.

Luckily, modern CRM systems eliminate all the arduous manual processes and paperwork by keeping everything on one easy-to-use platform. Your team can find your customers’ contact details directly in the system using Google Maps to ensure all the data is correct as it goes into the database.

Your back-office staff can then use the pre-populated information to communicate directly with customers, who will have the option to opt-in or out of marketing emails. Since the CRM stores all correspondence with customers, it will immediately record their preferences and sort them into categories. Your team then doesn’t have to worry about remembering which customers don’t want to be contacted each time they send out communications.

2. Lower Costs

Field service organisations that use paper-based documents and manual processes to manage their operations spend more money than needed. Gartner estimates that as much as 3% of a company’s revenue is spent on paper, printing, filing and the costs to store and maintain files of information.

Therefore, going paperless and managing customer data on a CRM system isn’t just great for the environment. It makes good business sense.
Instead of paying for additional storage or needing to hire people to manage the admin processes associated with paper files, your team can handle all your customers’ information on one online platform. Subsequently, you can respond much more rapidly to clients’ ‘amend’ or ‘delete’ requests, enabling you to meet the 30-day GDPR requirement.

3. Improved Communication with Your Customers

It may seem like GDPR is designed to stop companies from reaching out to their customers, but this isn’t the case. In truth, the regulation has led to an increase in data quality, which is good news for the 64% of businesses that believe inaccurate data undermines their ability to provide an excellent customer experience. 

When you use a cloud-based CRM system to manage customer data, you will be able to see the bigger picture and categorise your clients based on their preferences. As a result, you’ll only be sending personalised marketing communications to customers that opted-in, meaning that click-throughs and engagement are likely to skyrocket.

With increased customer engagement, you can use the data the CRM collects to inform future marketing campaigns and tailor your services to client requirements.

4. Customers’ Data is Protected

In today’s digital world, protecting your clients’ data is more critical than ever. In fact, failure to keep sensitive details safe could be detrimental to your organisation, with 71% of people saying they would take their business elsewhere after a data breach.

When you use a spreadsheet to store and handle customer information, you’re inadvertently putting your organisation at risk of a data breach. Spreadsheets are easy to duplicate and share with others, meaning your database of sensitive customer data could end up in anyone’s hands. 

Even if you have protected your spreadsheets with passwords, you still can’t guarantee that someone won’t gain unlawful access to them. So, it can be challenging to prove that you have taken the proper precautions to secure customer information in the event of a breach.

In contrast, 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. 

As such, you can show customers that you take data privacy seriously, and they can rest assured that their information is in good hands.

Guarantee GDPR Compliance on BigChange’s Cloud-Based CRM System

Managing data subject consent doesn’t have to be time-consuming.

BigChange equips you with the tools you need to handle all customer data compliantly at the touch of a button, with our market leading Job Management Software.

Carry out GDPR-compliant management of an individuals’ data within the system, including opt-in preferences. Anonymise data, and add flags to segment contacts for financial or marketing purposes. 

Want to find out more?

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

Did you know, up to 76% of customers decide to purchase from a brand based on customer experience alone? Therefore, to continue growing your customer base, you must consider how your clients will perceive your business at each stage of the buying process.

To create a superior customer experience at every buying stage, you should think about every touchpoint before, during and after a sale. Being efficient at booking, job execution, and aftercare can set you apart from your competition. 

This article will guide you on how you can build relationships, optimise your schedule, drive growth and improvement, and strengthen your customer experience on BigChange.

Delivering Great Service at First Contact

Traditionally, customers would have had to pick up the phone, use a contact form or send an email to scope out booking a job with a field service provider. However, 42% of people vastly prefer online scheduling over picking up the phone. The ”first contact” is crucial to get right, or you could miss out on business — solely because customers want to finalise their booking at their own leisure without talking to a representative.

Using a job management platform makes it easy for customers to see your availability and book jobs with you. Making the ”first contact” stage as simple and customer friendly as possible is one of the most effective strategies for creating an excellent customer experience.

A Great Customer Experience During the Booking Process

In this day and age of immediate gratification, it’s not surprising that 70% of customers have said that speed of service matters the most when dealing with a business. But, unfortunately, out-of-date legacy systems and slow manual administration processes for bookings aren’t going to cut it anymore. That’s where BigChange comes in.

Using a Self-Service Platform

88% of consumers expect an organisation to have some form of self-service portal available. If your business is still using a ”contact us to book” method for customer appointments, you should consider adopting software that allows customer to manage their bookings online. Not only do self-service portals improve the customer experience, but you will likely see an increase in bookings because of the convenience it provides.

An added advantage of using an  online self-service portal is that it will send an immediate alert to your back-office staff. Your team can then use the information the customer provided to schedule and dispatch the most appropriate technician, based on factors like:

  • Customer location
  • Traffic information
  • Vehicle type
  • Job constraints
  • Necessary qualifications
  • Equipment needed

Gathering all the Information

In the field service world, high first-time fix rates are essential to a good customer experience. Companies with a first-time fix rate of over 70% manage to retain 86% of their customer base. If they achieve less than this, their retention rate drops by 10%. Therefore, in the early stages of the booking, it’s essential to gather as much information as possible about the job and the constraints that might be relevant so that your engineer can fix the customer’s issue the first time.

Using a job management platform like BigChange to gather information and allocate the right assets to a job means your technicians can confidently arrive for appointments with all the right tools to complete the job the first time. In addition, efficient information gathering creates a better customer experience because your engineers won’t have to return with parts or equipment that your staff may have missed in the initial stages of planning the job.

Optimised Schedule

Currently, employees believe they spend around two hours each day on pointless administration tasks. Manual administrative processes can slow the workflow internally and make for a bad customer experience if important information is missed or bookings fall through the cracks. 

With the intelligent scheduling assistant on BigChange, you can optimise your schedule and free up more time for both back-office staff and your technicians to attend additional jobs each day. 

The scheduling software can create a more streamlined calendar based on appointments, their purpose and the time they took. The system then frees up any time that had previously been unavailable for booking due to manual scheduling or human error. 

56% of field service professionals say that their customers are demanding faster response times. By using software that optimises your schedule, you’ll have the resource to attend more emergency appointments and act quickly on incoming customer requests.

What Customers Expect on the Day of Service

Now, the day of the appointment has arrived. Let’s look at how you can streamline the customer experience in this part of their journey.

Ensuring Parts and Equipment are Available

According to a report, a staggering 43% of small businesses fail to track their assets and inventory effectively. Using manual or paper methods for asset tracking opens your company to many risks caused by human error. 

Engineers could inadvertently take spare items or writing on forms can be ineligible, and such mistakes can mean things can go missing easily and replacements can be costly. Not to mention that a lack of necessary items lead to slow response times for a customer while you get parts or tools back in stock.

Instead, you can digitise your asset management. BigChange allows you to create a detailed register of equipment and parts, and you can track the movements of items using serial numbers, barcodes or QR codes. Your technicians can then check inventory in and out directly from their mobile devices, and you will have better visibility over your valuable equipment. Doing so means your customer will never suffer a wait for parts or tools that were an oversight in the planning process.

Identifying the Quickest Routes

Using software to manage your people allows you to match the right person to the right job quicker than ever. For example, you might have a technician in a nearby location, but traffic could cause them to take longer to arrive than another available person. These scenarios are where software can help streamline the customers’ experience. BigChange can identify the quickest routes for your field service workforce and match the best person for the job based on time and travel.

Notification Features with Geolocation

On the day of an appointment, there is nothing worse for a customer than waiting at home all day because they were given a vague timeslot. Therefore, providing your clients with transparency about the job status and their technicians’ locations is essential. If a business sends automatic updates, then 68% of customers have a better opinion of the company.

BigChange’s field service management software allows your customers to get notifications about their appointment status and see the precise live location of their technician via the geolocation vehicle tracking feature. Never again will your customers feel like they’re left in the dark about the status of a job.

Excellent After-Appointment Care

Brands with superior customer experience bring in 5.7 times more revenue than competitors that don’t focus on their clients’ needs. 

It’s no secret that customers who are satisfied with the service they received will be more willing to purchase your service or product again. Plus, people who have a favourable view of your business are more likely to spread the word to their social circle, family and professional network, providing you with a new audience that could potentially turn into sales. So, how do you improve the after-appointment experience?

Follow-up Appointments

We’ve seen how using online scheduling software that allows your customers to manage bookings on their own is one step towards creating an excellent customer experience. You can go one step further to delight your customers by making it simpler than ever to book repeat appointments.

BigChange’s recurring job templates are perfect for customers who know they have many jobs for you. The recurring job feature enables you to group jobs so you can schedule them all in one go. So, not only have you saved your customer time and stress, but the software makes for less administrative work for your office staff simultaneously.

The software still has features that allow you or your customer to create an automatic follow-up job if the customer requires more, unexpected work, in future. Fortunately, the new appointment for the additional work will also link to any previous jobs. Thus, all the relevant job history is readily available for the customer or engineer working on it.

Easy Payments

For the average small-to-mid-sized company, it takes approximately 25 days to process an invoice manually from receipt to payment. As a result, businesses have to deal with overdue payments, processing costs and employees wasting time on drawn-out manual methods. However, Customer Relationship Management (CRM) software with integrated payment gateways can speed up the payment process. 

Integrated payment solutions allow you to automatically send your customer an invoice via the CRM — where all your other documents are stored — and receive the funds instantly. So 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, making it more convenient for the customer, and better for your cash flow.

Better Security

79% of customers say they are concerned about how companies use their data. However, unlike spreadsheets and manual paperwork, CRM systems allow you to carry out GDPR-compliant management of individuals’ data. For instance, customers can edit their contact preferences, opt-in or out to marketing, which gives them more control over what you do with their information.

Plus, many advanced CRMs include robust security features. BigChange’s system secures all data in AWS (Amazon Web Services), the world’s most comprehensive and widely-adopted cloud platform. Your customers can then have peace of mind that their data is safe during their experience working with you, and beyond.

Asking for Customer Feedback

Though your interaction with the customer is almost over, it’s essential to understand what you could have done better. In fact, 77% of customers say they view companies more favourably if they seek out and apply customer feedback. 

However, when using multiple systems, spreadsheets and physical documents to manage your operations, it can be tricky to collate customers’ opinions, much less do anything useful 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 you completed and their overall experience with your company.

Improving Your Operation

Once you’ve gathered your satisfaction surveys, the BigChange CRM automatically stores all interactions. You can then easily access survey results in the future and use them to adjust your services based on customer feedback about the previous stages of their purchase journey.

Using software like BigChange’s field service management system eliminates many tiresome and time-consuming processes throughout the customer journey. The technology can free up your staff time to focus on more business-critical tasks to make your customer experience the best it can be at every stage of their journey with you.

Deliver Excellent Field Service Customer Experiences Effortlessly, on BigChange

Manage your entire operation on a single platform. 

BigChange is the complete Job Management Platform that’s helping field service businesses across the UK to win more work, take control of their operations and deliver winning customer experiences.

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 field service management software can make your business grow stronger here and arrange a free demo today.

During the height of the Coronavirus outbreak, 78% of all field service organisations completely stopped deploying technicians to customer sites because of health and safety-related issues. 

Understandably, companies are now eager to return to business-as-usual to prevent any further disruption to their operations. Nevertheless, despite official government restrictions easing significantly, COVID remains a severe public health risk. 

Therefore, businesses will need to consider ways to deliver a great customer experience whilst ensuring clients and technicians feel safe during these uncertain times. Failure to do so could be detrimental to organisations that took a financial hit in 2020. 

Thankfully, with the latest field service management software in place, it’s possible to transform your ways of working to impress customers during the pandemic and beyond. 

Read on to find out more. 

How to Deliver a Great Customer Experience During and After the Pandemic

The COVID-19 virus has impacted how field service businesses operate over the last year. However, if the pandemic taught us anything, it’s that technology has the power to revolutionise industries and help overcome a range of challenges. 

Fortunately, many of the technological advancements that field service organisations put in place to deal with the crisis have the potential to continue benefiting your business post-pandemic.

Here are some of the ways you can deliver a great customer experience during COVID and beyond:

1. Clear Communication with Customers

68% of people say it increases their perception of a brand when companies send them proactive customer service notifications. Unfortunately, it can be tricky to provide your customers with job status updates if you don’t have access to all the real-time information you need.

Instead, when using a state-of-the-art workforce management system, you can use the live data it collects to see where your technicians are and send your customers automated messages.

Your customers can then ensure that they have time to prepare for the appointment, which is especially important if they need or want to put COVID health and safety measures in place. 

Good communication not only creates a safer experience for your customers and technicians but also demonstrates a high level of professionalism that clients will welcome long after the pandemic. 

2. Improve First-Time Fix Rates

Did you know, organisations that have a first-time fix rate of over 70% boast an 86% customer retention rate?

Aside from the benefits a high first-time fix rate provides your business, it also limits the amount of contact your technicians and customers need to make during the pandemic.

By empowering your team with the software they need to assign the right technicians and equipment to jobs, the likelihood of requiring a second visit plummets. Technicians will be able to arrive at the job on time, with the right equipment and have all the information they need to hand to complete the work on the same day.

Whilst it’s essential to reduce contact with customers whilst COVID still presents a health risk, reducing the frequency of multiple visits is more convenient for the customer in general. Consequently, businesses that continue to use workforce management software to streamline and enhance their operations stand a better chance of thriving in a post-pandemic world.

3. Offer Flexibility

Many of today’s customers don’t want the inconvenience of sitting on the phone to book or reschedule appointments. In fact, 42% of people across all ages prefer to book online. 

Straightforward appointment booking and rescheduling processes have never been more essential than during the pandemic, which constantly disrupts plans. As a result, companies have had to learn how to become more flexible than ever before.

Thankfully, with modern workforce management technology, flexibility doesn’t mean you have to bend over backwards to deliver a great customer experience.

Your customers will simply log into an easy-to-use portal where they can pick an appointment that suits them or reschedule when necessary. Plus, your back-office staff won’t have to worry about the headache of additional admin or paperwork because the system will handle the scheduling.

The smart scheduling assistant enables your team to allocate and reallocate resources at the touch of a button based on location, traffic information, job constraints and vehicle type. With access to the most accurate real-time data, you can rest assured that you’ll always have the right resource in the right place. Every time.

Again, your customers will appreciate a high level of flexibility long after COVID, so it’s worth investing in a platform that can handle the unpredictability of job scheduling to continue delivering a great service. 

4. Be Respectful of Customers’ Wishes

Remember, although COVID safety measures aren’t as strict as they were at the height of the pandemic, many people still don’t feel comfortable returning to ‘normal’. For example, a recent BBC study showed that 40% of Britons want to keep wearing masks in shops and on public transport permanently.

Subsequently, you must be respectful of your customers’ health and safety wishes — continuing to wear a mask and sanitising your hands if required, for instance. With field service management software such as BigChange, you can take COVID prevention measures one step further. 

BigChange’s platform offers a ‘no touch’ app, where customers can sign paperwork directly from their mobile devices instead of needing to use the technicians’. Once the documents and invoices are ready, customers can also make instant, online payments, eliminating the need for paperwork and physical cheques.

Many customers will enjoy the convenience and simplicity that contactless features offer, even once the pandemic is a distant memory.  

Deliver a Great Customer Experience 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.

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

Did you know, up to 76% of customers expect companies to understand their needs and decide to purchase from a brand based on customer experience (CX) alone? Therefore, to continue growing your business, you must prioritise your customer’s requirements at every point of interaction.

In today’s digital world, instant gratification, personalised buying experiences and simple, online processes have become not only an expectation but the norm for customers. Companies must stay ahead of the game and anticipate their customers’ needs to provide outstanding service and continue winning new business. 

In this article, we’ll explore what customer experience is, how you can boost your brand reputation and the benefits of improving the customer experience.

What is Customer Experience?

Customer experience concentrates on the relationship between customers and businesses at each stage of the customer journey. Every contact a customer makes with your company, no matter how small, adds to their overall impression of your organisation.

Essentially, customer experience boils down to perceptions. In other words, how do your prospective customers feel about your brand? Whether it involves interaction with your social media ads, the appointment booking process, or final payment, each touchpoint has the potential to improve or destroy the customer experience. 

Let’s imagine that Steve from Company A has a fantastic service to offer his customers. His marketing team thinks carefully about messaging and generates several strong leads on social media. The sales team then rapidly converts those leads into sales before the field-service technicians visit the customers and do an outstanding job. So far, so good.

However, one of Steve’s clients, Jeff, has a problem and calls the customer service team. Unfortunately, the customer service advisor is uninterested and doesn’t offer much assistance to Jeff. Following the poor interaction, Jeff begins to resent Company A and vows never to use their services again. He also warns other people about his poor experience and advises them to go to Company A’s competitor instead.

Despite all of Jeff’s interactions with Company A being positive until he reached the customer service team, that one weak link was enough to destroy his perception of the business. In turn, Jeff’s negative review damaged Company A’s reputation.

Therefore, when thinking about ways to improve your customer experience, you must consider how positive the interaction will be for your client. Every person in your business has a part to play in maintaining customers’ perceptions and preserving your good name.

How to Improve the Customer Experience?

Today’s customers don’t want just a transactional relationship with brands. Instead, they want to be delighted by an experience that fulfils all their requirements and offers ongoing support. In fact, 73% of customers agree that customer experience helps to drive their buying decision.

Prioritising your customers’ needs doesn’t have to be a challenge. Here are five straightforward steps you can take to improve the customer experience:

1. Map Out the Customer Journey

When you set out to improve the customer experience, you should start by mapping out the customer journey. 

A customer journey map will reveal each step your customers take when interacting with your business. Although it can be tempting to concentrate on the interactions leading up to the sale, it’s also crucial to consider the post-sale experience. For example, if a customer needs support following an installation but cannot get help from your customer service team, their perception of your business will become negative.

Mapping out each point in the customer journey makes it simpler for everyone in your company to visualise where their work will influence the overall experience. Employees who are aware of the part they play in enhancing the customer experience can review their current efforts and focus on areas that need improvement.

2. Consider Multiple Perspectives

From the admin team to your field-based workers, every department in your business will affect the customer journey and influence customer perceptions. As such, they will all have a unique view on what the customer needs based on past experiences. To put the best processes in place, you must gather everyone’s perspective, for example:

  • Marketing: Your marketing department will have a strong understanding of your brand awareness and user expectations. Plus, data gathered from marketing activities will expose what content your potential customers consume most and what converts into leads. Speaking to your marketing team will enable you to understand what you can do to improve your reputation and, in turn, produce more sales.
  • Sales: The sales team communicates with prospects at one of the earliest stages of the customer journey, and therefore, they’ll have insight into their pain points. Consequently, your sales department can shed light on how your service or product should overcome customer hurdles.
  • Field-Based Workers: Your field-based workers are on the front line, dealing with customers in person on a daily basis. Your technicians can share customer feedback and commonly asked questions, which will enable you to address any concerns your clients may have.
  • Customer Service: The customer service team typically acts as the first port of call for customers who want to provide feedback or complain about a product/service post-sale. As a result, they can share details on what causes the most headaches for your customers so you can work to remedy the issues.

3. Pay Attention to Your Employees’ Needs

It may seem unusual to focus on employee needs when devising ways to improve the customer experience. However, studies show that 79% of employees at companies with above-average customer experience are highly engaged in their jobs. 

Remember, for most of the customer journey, potential customers will be in direct contact with your employees. But, if your people believe they don’t have the right tools to do their job effectively or feel underappreciated, they won’t be engaged with their work and it will likely affect their performance. 

Here are some ways your can uplift your staff and ensure they’re providing customers with a stellar experience:

  • Identify employee pain points via employee feedback
  • Digitise your processes to make them more seamless
  • Provide them with the correct tools and equipment 

4. Personalise Your Customer Interactions

A personalised experience can help make your customer feel more valued. According to a survey, 80% of customers are more likely to purchase a product or service from a brand that provides personalised experiences.
Something as simple as creating templates where you can add client details and logos is all it takes to add an extra touch of personalisation and improve the overall customer experience. To maintain customer loyalty, you could also consider sending a follow-up email or survey, enabling them to voice their opinions and feel heard by your business.

5. Use Technology to Revolutionise Ways of Working

Today’s emerging technologies will power tomorrow’s customer experiences. So, early adopters of cloud-based CRM (customer relationship management) systems will find that they have a competitive edge over other companies that don’t use modern methods to connect with customers.

With a state-of-the-art job management software system like BigChange, you can manage the most significant factors that influence the customer experience. Your back office can easily monitor, schedule and dispatch service requests to optimise your field-based workers’ strongest skills to meet customer expectations the first time, every time. 

By using technology to improve transparency and collaboration between all aspects of operations, all processes become much more seamless and rapid, providing benefits for both your back-office staff and your customers.

Benefits of Improving the Customer Experience

Companies that improve the customer experience won’t just have happier clients. With the right design, a better customer experience can positively impact your business.

Here are just some of the main benefits of improving the customer experience:

1. Higher Profits

Brands with superior customer experience bring in 5.7 times more revenue than competitors that don’t focus on their customers’ needs. 

It’s no secret that customers who are satisfied with the service they received will be more willing to purchase your service or product and possibly even try your other offerings. Plus, since your customers value the overall experience, you can charge a higher price than your competition without the risk of losing your customers. 

Additionally, customers who have a favourable view of your business are more likely to spread the word to their friends, family and professional network, providing you with a new pool of leads that could convert into sales.

2. Excellent Reputation and Increased Brand Awareness

Almost nine out of ten potential customers consult online reviews before purchasing, proving that people have a high level of confidence in fellow consumers’ opinions. Therefore, you must take time to provide your customers with a superior experience, from the moment they learn about your business to the ongoing relationship you create following a purchase.

Customers who feel valued throughout the buying journey will likely provide you with one of the most potent marketing tools – word-of-mouth. The more customers you have advocating for your product or service, the stronger your reputation will grow.

3. Pleasant Work Environment

Approximately 35% of customers have become angry when talking to customer service representatives, which doesn’t make for a pleasant interaction. By taking steps to improve the customer experience, you’ll have happier customers, which reduces your customer service team’s chance of dealing with heated complaints.

If your team is consistently handling negative customer communications, their morale could take a hit, and productivity will decline as a result. At worst, your staff may seek employment elsewhere, leaving you to recruit their replacements.

Getting all your departments involved at various points of the customer journey and working towards one common objective is key to producing contented customers. Not to mention that employees who identify with the brand and its goals are more likely to be engaged in their work.

4. Customer Loyalty and Repeat Purchases

By offering your customers a painless, personalised and prompt service, you’re likely to build up a more loyal clientele. As the saying goes, “If it ain’t broke, don’t fix it”. Customers who feel like your company meets their needs are far less likely to risk changing to an alternative product or service. 

Loyal clients will also keep coming back to your business, making them even more valuable. On average, repeat customers spend around 67% more than new customers, so it’s worth spending time focusing on how you will keep them engaged and coming back to your business for more.

Improve the Customer Experience and Grow Your Business with BigChange

Some systems manage relationships. BigChange helps you master them.

BigChange is the complete Job Management Software Solution that’s helping field service businesses across the UK to win more work, take control of their operations and deliver winning customer experiences.

Bringing together customer relationship management (CRM), job scheduling, live tracking, field resource management, financial management and business intelligence into one simple to use and easy to integrate platform your business can run on.

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

How an Excellent Customer Experience Drives Business Growth.

According to research, 61.5% of marketing professionals agree that poor customer experience (CX) leads to a loss in clientele. Unfortunately, businesses that don’t innovate and stay up-to-date with the latest trends may find that their customers seek better service elsewhere.

Instead, to drive business growth, you should consider the ways your potential and existing customers perceive your brand. Having a good understanding of your reputation will enable you to make necessary improvements and continue attracting customers to your company.

By delivering an excellent customer experience, you’ll find that your organisation is able to generate more revenue, allowing you to keep taking on bigger and better projects.

Read on to find out more about what today’s consumers have come to expect and how customer experience drives business growth.

How Customer Experience Drives Business Growth

1. Customers Will Be More Loyal

Statistics show that 82% of engaged customers will always purchase from the same company when they need something and are less inclined to shop around. Additionally, customers who repeatedly engage with your business may be more interested in discovering what else you can do for them, giving you more opportunities to drive business growth. 

However, the key to gaining repeat customers is focusing on the ’emotional’ side of engagement. In other words, how does each stage of the customer journey make people feel? Your clients will become loyal when they feel valued and that your business genuinely cares about anticipating their needs. 

The good news is that anticipating your customers’ needs isn’t as tricky as it sounds. Using modern cloud-based CRM (customer relationship management) technology, you can manage the entire customer journey end-to-end. For example, customers can easily manage bookings via an online portal, view real-time service updates, receive digital invoices and make instant payments at the touch of a button. 

Receiving a speedy and reliable service has never been so straightforward, and your customers will want to keep using your company time and time again as a result.

 2. You’ll Be Able to Attract New Customers

When you deliver an excellent customer experience, your brand reputation will skyrocket. Unsurprisingly, 60% of customers say they trust reviews from friends, family and other product or service users. 

Therefore, if you’re consistently providing your existing clients with positive encounters, you increase the chances that they’ll spread the word of your company and provide you with a new bank of leads.

Remember, customers are attracted to businesses that are:

  • Knowledgeable: 46% of people will abandon a brand if they’re not knowledgeable. As such, you must ensure that all your employees are clued up on your product or service.
  • Friendly: 42% of people say they would pay for a more friendly, welcoming experience. Think about each touchpoint during the customer journey and how your customers will perceive your messaging. Everything, from your marketing efforts to your customer service team members, will influence your clients’ feelings towards your business.
  • Speedy: 70% of customers believe that speed of service matters the most. To deliver a swift service, you should review all your current ways of working to eliminate any inefficiencies, such as manual administration processes or outdated legacy systems.
  • Convenient: Only 14% of customers report being happy with current business communications. Time-consuming phone calls and emails no longer work as part of your clients’ busy days. Instead, people want more instant communication methods that will provide them with correct information whenever they need it. 

If you manage to tick all the boxes, you’re well on your way to gaining a stellar reputation and enjoying a drive in business growth.

When you use a state-of-the-art CRM system, the good news is that providing a speedy, convenient service is simple. You can eliminate the need to complete manual, paper-based administration tasks and remove burdensome, outdated processes from your employees’ to-do lists. With all the free time, your people can focus on what they do best: providing a friendly and knowledgeable experience to your existing and prospective customers.

3. People Will Pay Extra for an Excellent Customer Experience

Customers who believe that your organisation satisfies all of their requirements will be willing to pay more for your product or service. In fact, you could double your business’ revenue within 36 months if you improve your customer experience to a satisfactory level.

Therefore, it’s worth thinking about how to provide an excellent customer experience and investing some time to implement your plan. In today’s digital world, one of the best ways to improve customer experience and drive business growth is by employing technology to speed up your processes and enable seamless communications between your customers, back-office staff and field-based workers. 

A complete job management platform, like BigChange, enables your team to work more rapidly and provide your customers with a better service. As such, you’ll stand out from your competitors who continue to use antiquated ways of working, and people will be willing to pay a premium to use your products or services instead.

Create an Excellent Customer Experience and Grow Your Business 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.

Want to find out more?

Discover how Field Service Management Software from BigChange can make your business grow stronger and arrange a free demo today.

How Digital Transformation is Driving Customer Experience

Did you know, two-thirds of a company’s competitive edge comes from its customer experience? In today’s busy world, customers expect businesses to anticipate their needs and provide simple, seamless services. Therefore, organisations must innovate and devise ways to take their customer experience to the next level to avoid becoming obsolete.

But, how do you ensure that the customer experience meets expectations without spending too much money or time implementing a solution?

Simple. You use technology to your advantage. 

In this article, we’ll explain how digital transformation is driving customer experience and how you can use modern job management software to make your business stand out from the crowd.

What is Digital Transformation?

Digital transformation involves integrating technology into some — or all — areas of a business to create or improve processes. Fundamentally, digital transformation changes the way companies operate and provide value to their customers. 

Since traditional, paper-based processes are error-prone and inefficient, more field service businesses are considering disruptive ways of leveraging state-of-the-art technology to enhance their ways of working. 

But what effect can a digital transformation of customer experience have on your business?

The Impact of Digital Transformation on Customer Experience

According to statistics, 73% of customers agree that customer experience helps to drive their buying decisions. Consequently, you must consider ways to attract modern buyers and deliver on their expectations in order to continue growing your business.

With digital transformation, not only will you provide a superior customer experience, but you’ll also enjoy several benefits. Here are some examples of how digital transformation is driving customer experience:

1. More Reliable Workers

Historically, many field service businesses have had to rely on subcontractors they don’t know or can’t manage to complete jobs for customers. As a result, communication can be disjointed, and clients may receive a sub-par service.

Unfortunately, when customers aren’t happy, your business and its reputation take a hit. In fact, 39% of customers claim they would stay away from a vendor for up to two years after a negative experience.

Instead, companies that use online networks to collaborate with other like-minded businesses can extend their reach to offer additional services in a wider range of locations. Online platforms also provide access to real-time data, meaning you can see who is working for you, what they’re doing and where. Plus, you can instantly share information with your customers, giving them more visibility over their appointment. 

As a result, you’ll be able to experience the benefits of company expansion without the additional cost or risk, and your clients will receive a better service.

2. Faster Processes

According to research, businesses that go paperless notice that staff productivity rises by nearly 30%. The repetitive, manual administration methods that many field service businesses rely on act as a motivation killer for their staff and, in turn, cause more errors and make already sluggish processes even less efficient.

Picture this: Bob has waited several working days for an invoice in the mail from you. He opens it and realises that the details don’t match up with your initial quote. Confused, Bob calls your back-office team and contests the invoice. After some back and forth, your team realises that they have made a typo and now have to mail out another invoice.

Bob is unhappy that the process is taking so long, and your team now has to spend more time fixing the problem. Not ideal.

If you use a cloud-based job management platform, on the other hand, you will quickly realise the impact of digital transformation on customer experience. Customers can book appointments online before your back-office team deploys a worker based on location and skill set. You can then share real-time updates with your customer, so they know when to expect the technician.

Once the work is complete, the technician can fill out and send paperwork to your back office via their mobile device and create a digital invoice. Your customer will receive the invoice immediately and be able to pay online the same day.

With a cloud-based system, you can eliminate the risk of human error, speed up your processes and provide your customers with an outstanding experience at the touch of a button.

3. A Personal Touch

Unsurprisingly, 98% of marketers say personalisation advances customer relationships. Modern customers are used to online experiences that are tailored directly to their individual needs, so your business will need to do the same to keep your customers. 

However, when you rely on paper-based documents and multiple, outdated legacy systems, keeping track of your customers and their requirements can be tricky. As such, your customers won’t be receiving a personalised service and may look to your competitors to provide them with a more tailored experience. 

Using a cloud-based CRM (customer relationship management) system, such as BigChange, personalising the customer experience has never been easier. For example, you can see customer information and history on the platform, which ensures that you have all the details you need to keep track of projects and provide your customers with the correct updates as and when required.

Begin a Digital Transformation of Customer Experience 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.

Want to find out more?
Discover how Field Service Management Software from BigChange can make your business grow stronger and arrange a free demo today.

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