Service excellence is becoming increasingly important for companies attempting to differentiate themselves in a saturated market, where myriad providers offer similar products. But many are still on the fence about investing in field service management (FSM) software. Is it really worth the upfront spend?
FSM software uses modern technology to streamline and automate service processes, allowing you to improve the ongoing relationship with your customers. When done right, its benefits undoubtedly outweigh the cost.
5 ways FSM software can help you achieve service excellence:
1. Accelerate your ROI
Field service software gives your technicians the opportunity to excel. Features like GPS tracking and smart dispatching help field service agents fit in an additional service request each day. This increased productivity adds up, translating to higher revenue. And, with access to customer data and service history, your technicians are in the perfect position to up-sell and cross-sell additional services, replacement parts, and even new products, all with a personal touch.
2. Optimize your service trips
Strategic time management is key to maximizing profits. Using FSM software to track technician arrival and resolution times gives you insight into your team’s productivity and opportunities to improve. Plus, mobile access empowers agents to manage the entire service experience on-site. This means they can evaluate the situation, determine what needs to be done, and answer questions without needing to go back to the office first. By increasing first-time fixes, you minimize the need for repeat trips — a win for you and your customers.
3. Monetize your partnerships
Capitalize on the talent in your entire network with crowd service. By pairing FSM software with smart technology, like IoT and real-time tools, you can create a uniquely transparent on-demand service network that includes your in-house agents, as well as partners and freelancers. Customers can use self-service tools to request and schedule a service and be matched with a skilled technician quickly and easily.
4. Use your service as your USP
In a saturated market where companies’ offerings are so similar, good service can set you apart. In fact, research shows that the biggest driver of customer loyalty isn’t product or even price; it’s customer effort. The more effort a customer has to put into the relationship, the less likely they are to stick around. Modern field service solutions streamline and automate manual processes, and minimize the effort customers need to put in by letting you resolve issues quickly and accurately.
5. Eliminate the competition
Using features like artificial intelligence and IoT, FSM software lets you analyze product and customer data trends so you can get ahead of potential issues. So instead of reacting to issues, you can predict and plan for them. Then, use those insights to improve your offerings. By minimizing the “guesswork,” you’ll make smarter business decisions, and gain a competitive edge.
Survey says: Better service makes better business
When customer service is a key differentiator in the market, investing in effective service solutions is well worth the upfront cost. The key is finding a solution that lets you act quickly, flexibly, and with the right information. When done right, it can set your business apart.