Your field service staff are on the go. They are on the front lines representing your company to the customer and are often a key factor in customer satisfaction levels. With so much riding on your mobile field service operations, shouldn’t this be a primary area for investment?
Service is a Key Factor in Customer Satisfaction Levels
Delivering service is an integral part of managing customers. Sometimes a field service technician is the only personal contact customers have with vendors. Making the most of these customer relationships is essential to corporate profitability. Customer satisfaction levels have been known to make or break a company. High customer satisfaction is a direct route to higher profitability, while low customer satisfaction will result in less revenue.
Successful Service Elements Lead to Profitability
There are four elements of service that should be addressed to create a profitable business.
Product design: No matter how good your field service staff is, if the product design is poor, customer satisfaction will suffer. In addition, the product should be designed to be serviceable. Field service reps should have access to up-to-date work instructions in the field. If the product changes, the instructions should be immediately available to the field employee.
Operational investments: Service should not be considered to be a cost that should be eliminated. Service calls are an opportunity to interact with a customer and improve the customer experience. Excellence comes at a cost. Making operational investments in field service will pay off in increased customer satisfaction. Some customers may choose to pay more for a product in order to receive superb service. Meanwhile missed or poor service calls can impact the customer’s, and your company’s, profitability. Using paper to managing customer information, product changes and other important transactions can lead to errors and customer dissatisfaction.
Better Employees: The service function is people intensive. Paying careful attention to recruiting, selection, training and providing tools to your field representatives to do their job well will result in better service representatives, better service and lead toward higher customer satisfaction.
Customer management: You should be actively engaged in your customers’ success and help them to reach their goals. Deep customer knowledge can lead to better service and increased sales. Having customer information accessible to everyone who connects with that customer will result in deeper customer knowledge, leading to better service and increases sales. Investing in training to ensure that the customer knows how to use the product will result in fewer service calls. Another opportunity for revenue gains is to enable field representatives to function as sales reps by offering additional products and services.
Effective Mobile Field Service Requires Investment
Mobile field service capabilities integrated with your back office systems should be a vital part of your field service strategy. If you are still relying on paper service transactions, it may be time to invest in this critical function. Mobile field solutions can improve your service technicians’ productivity, increase efficiency and boost customer satisfaction.
Scanco Service is a mobile field service application that works with Scanco Warehouse to integrate seamlessly with Sage 100 (formerly MAS 200 ERP). The app enables your field service to collect job information in the field. Back in the office, you can access service inventory levels and uses GPS technology so you can see your fleet at any given time.
Have you implemented technology in your field service operations? What are the biggest service challenges you face today? Share your thoughts in the comment section below. We would love to hear from you!