The Role Mobile Field Service Plays in Customer Relationship Management
At the end of the day, if your customers are happy then you have done your job well. Customer satisfaction is one of the greatest determiners of a business’ success, even more so than their year-end profit or industry ranking. If you cannot keep your customers happy, then you need to take a serious look at your company’s service and identify where you are going wrong. Is it a problem with your service technicians or customer-facing employees? Or is there a bigger problem occurring with your processes?
More often than not, your customers receive poor service due to ineffective processes and tools in your field service or customer service operation. Today’s field service technicians are scrambling to complete jobs in a timely manner and – if they do not have access to the information they need to complete a job or finalize an invoice – they cannot do so. As a result, technicians are either having to pause their work to call the office for more information, leave the job to run back to the office for a necessary part, or reschedule the job altogether. This, in turn, leaves customers and technicians frustrated and leaves service requests open ended.
Your customers expect you to be able to solve their problems quickly and respond to their requests in a timely manner. If, however, your service calls look more like the scenario above, then you are leaving your customers dissatisfied with your service and risk losing them altogether.
While we cannot do anything about your employees’ personalities or dispositions, we can help you solve problems as they relate to your field service processes and tools. If a disconnect between your service technicians and your company’s ERP and warehouse management system is the culprit of your less than satisfactory service, then we have good news. Investing in a mobile field service solution, such as our Sage 100 field service app, can help you establish a line of communication between your field service workers and your back-office, providing you with the information you need to serve your customers well.
Sage 100 Field Service: Providing Mobility to Field Service Operations
Over the past few years, mobile technology has changed the expectations of both businesses and customers. Businesses can now get more done faster with access to business software on their mobile devices, and customers, as a result, have come to expect immediate service. If your field service operation is not utilizing mobile tools, you are doing yourself and your customers a disservice. Mobility is the key to employee efficiency and customer satisfaction. By giving your employees mobile access to important company and customer information (such as work orders, service histories, inventory and repair instructions), you are ensuring that your employees are adequately prepared to answer customer inquiries on the job.
Scanco Service, our new Sage 100 field service solution, is a mobile field service management application designed to bring simplicity to field service. Just as Scanco Sales streamlines the sales process and Scanco Warehouse automates warehouse management, Scanco Service streamlines your field service operation and connects your technicians with the information they need to meet customer expectations.
By outfitted your service technicians with mobile devices and our Sage 100 field service app, you are extending the functionality of your Sage 100 ERP (formerly MAS 90 software and MAS 200 software) system and:
- Improving your technicians’ productivity and efficiency
- Eliminating tedious data entry
- Reducing the amount of paperwork your technicians have to keep up with
- Creating new sales opportunities out in the field
- Improving service quality
- Making better decisions with access to real-time information
Discover how Sage 100 field service can revitalize your customer relationship management and change your customers’ opinions of your service. Contact us today to learn more.
What are your greatest challenges when it comes to field service? Share your thoughts in the comments section below, and we’ll address those challenges in an upcoming blog.