Explore how technology has set a standard for customer experience. Learn how you can use technology to meet customer expectations in this BigChange guide.
8th October 2021 - 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 workforce 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 field service workforce 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 maintain its clientele.
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.