Field service, i.e. external service providers, are confronted with many changes due to IoT (Internet of Things), big data, predictive analytics and the like. Even if these are certainly positive, there are many processes that could be made even more efficient. These include the scheduling of technical service staff (field service staff) and improving the overall service plan. Needless to say, there is also a need to meet changing customer requirements and the number of complaints.
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Optimise field service processes
This is where a holistic field service comes into play. On the one hand, this offers the opportunity to respond more effectively to customer needs and, on the other, it provides insights into business processes. We present three topics to help you achieve rapid success in the optimisation of business processes:
1. solid, stable customer relationships thanks to the dashboard
The more customer data you collect, the better your understanding of individual tastes and preferences. Use these insights to act in a more targeted and relevant way and, at the end of the day, increase your sales.
However, it is no secret that the public collective is now very sparing with your data information. Most of us have become very cautious about disclosing our data. We hesitate. And that’s exactly why you should offer customers something in exchange for their data: something of value.
Anyone who has ever had to wait for a technician at home or at work knows exactly how annoying it is to wait. So how about, for example, a real-time view of the technician’s location and additional information on their exact arrival? Another interesting feature could be a direct insight into how much impact the last service actually had.
For example, if customers had access to their personal dashboard that provided all this information, they would probably be more inclined to share their data with you.
And that is precisely your goal, because with this data and information you can identify current trends at an early stage. As a result, you can react more precisely to changes and customer needs. This is the only way to build stable customer loyalty in the long term.
2. easier in everyday life thanks to preventive maintenance
In the past, companies were perfectly happy to pay by the hour for installation, service or maintenance work in the event of a malfunction. But that is a thing of the past. Nowadays, customers simply want more. They want a reliable complete solution, with preventive maintenance and service contracts
The above example of real-time insight falls into the “preventive maintenance” category. Access the respective device status in the customer company to use the device data provided as an indicator. You can immediately recognise when or if a certain element needs to be replaced or a malfunction occurs.
Through the use of IoT (Internet of Things) and AI (artificial intelligence) or machine learning, devices or systems automatically indicate that they need to be replaced. If this occurs, an appointment is automatically scheduled and assigned to an authorised technician. The technician then solves the problem before the customer has even noticed the fault.
3. deploy holistic field service solution and gain insights
A holistic field service solution is crucial to provide a detailed summary of all Connected Field Service capabilities. Because here too, insights, automatic information and information are the key to all processes and therefore also to success.
It is important for technicians to have a field service solution that integrates seamlessly into their existing system. With field service software, you can effectively optimise the management of your field service staff and also have a tool that your direct field service technicians can use.
In this constantly changing environment, it is of the utmost importance to keep the sales force at the highest level of service at all times. Rely on the latest technological innovations.
Contact us and arrange a demo of our CX Service today – the ideal module for your field service.