How Field Service Automation Improves Customer Service


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While the idea of cus­tomer ser­vice seems to be get­ting a lot of atten­tion nowa­days, there’s more that could be done to make sure con­sumers are happy with the prod­ucts and ser­vices they actively pur­sue. Among the mul­ti­tude of other claims of tech­nol­ogy, tools and indus­tries being dead or one foot in the grave, cus­tomer ser­vice is one com­po­nent of busi­ness that com­pa­nies can’t afford to let dete­ri­o­rate. Espe­cially for field ser­vice pro­fes­sion­als, the key to repeat busi­ness and earn­ing loyal cus­tomers really depends on how well they’re equipped to meet the needs of home­own­ers or small-business part­ners. What’s more, expec­ta­tions for qual­ity of ser­vice con­tinue to increase as the tech­nol­ogy avail­able to con­trac­tors improves. Field ser­vice automa­tion is one of the most effec­tive resources that an enter­prise can use to ensure its mobile work­force is pro­vid­ing the high­est qual­ity of ser­vice to con­sumers. Here’s why:

  • Improved depth of knowl­edge. Cus­tomers feel bet­ter know­ing the com­pany and con­trac­tors they’re work­ing with not only have exper­tise in their par­tic­u­lar field, but also in their work his­tory. Field ser­vice soft­ware is a cloud-based plat­form that gives con­trac­tors detailed knowl­edge of cus­tomers’ pre­vi­ous main­te­nance or instal­la­tions. Hav­ing this infor­ma­tion at their fin­ger­tips gives field ser­vice pro­fes­sion­als a wealth of knowl­edge that pro­vides cus­tomers with peace of mind. Con­trac­tors can ref­er­ence the type of equip­ment home­own­ers have, what parts have been installed or replaced and can even trace every ser­vice call. This infor­ma­tion is cru­cial in devel­op­ing trust with cus­tomers. They don’t want to feel like they’re deal­ing with a tech­ni­cian who is either inex­pe­ri­enced or doesn’t care to learn any­thing about them.
  • Antic­i­pat­ing demands. Mak­ing use of automa­tion in field ser­vice man­age­ment allows con­trac­tors to proac­tively address cus­tomers’ needs rather than wait­ing to see what the prob­lem is. While issues can arise spon­ta­neously, tech­ni­cians are bet­ter able to antic­i­pate ser­vice needs by hav­ing detailed knowl­edge of the customer’s his­tory. Because tech­ni­cians have access to a wealth of infor­ma­tion, they can make more informed judg­ments about what prod­ucts or equip­ment would best suit an exist­ing system.
  • Improved deliv­ery of ser­vice. Field ser­vice automa­tion pro­vides a cen­tral­ized sys­tem that cre­ates a more stream­lined approach. Cus­tomers don’t want to feel as though they’re being squeezed into a contractor’s already busy sched­ule. With paper-based pro­cess­ing, work orders are far more rigid. Once the sched­ule is made, it’s increas­ingly dif­fi­cult for com­pa­nies to adapt to new work orders and emer­gen­cies. Sched­ulers can receive call orders for ser­vice, which is imme­di­ately entered into the cloud-based sys­tem. Tech­ni­cians are assigned accord­ing to exper­tise and avail­abil­ity, mean­ing a home­owner gets the high­est level of ser­vice both in terms of skill as well as speed. More­over, the line of com­mu­ni­ca­tion between cus­tomers and con­trac­tors is never bro­ken. Both have a clear under­stand­ing of when the work order is sched­uled and con­trac­tors can adjust for what equip­ment they’ll likely need, poten­tial costs and dura­tion of the job.

Cus­tomer ser­vice is a vital aspect of any­one involved in the field ser­vice pro­fes­sions. Man­age­ment soft­ware is the most effec­tive resource for con­trac­tors to improve upon their ser­vice deliv­ery. Tech­ni­cians and cus­tomers will be equally grateful.

Republished with author's permission from original post.

Jodi Beuder
We help organizations create a positive connection between customers and brands. We promote synergy through integration as it builds on the decades of collective history of renowned expertise. MHI Global is your comprehensive source for customer-management excellence solutions to compete in today's ever-changing, customer-centric environment.


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