My refrigerator doesn’t let me sleep at night. It is constantly complaining that the temperature in the freezer is too low with a highly annoying “beep” sound. So what should I do? After a couple of sleepless nights and attempting to fix the issue myself, (I actually manage to find the refrigerator manual and follow the instructions) I give up and call customer service. The nice lady on the other end guides me through the process of restarting the whole machine and adapting the temperature. It doesn’t help. The “beeps” continue, and the next day I get a service appointment for next week.

The service tech arrives on time, which I don’t expect. Usually if the appointment time says “between 8 and 9 AM,” someone won’t actually arrive until 9.30. This guy is on time. He checks the temperature in the freezer, opens his laptop, and types something in. Then he checks how old the fridge is. He then tells me I need a new refrigerator, and I’ll get 30% discount if I buy a new fridge from the same brand. He let’s me sign the report on a pad and prints the document. The service took 30 minutes. Since the warranty is not valid anymore, I have to pay the white goods company 125 Euro, and I need a new fridge. But I am impressed with the smooth service I received.

What can you learn from this service experience?

The field service tech automated quite a few of his subtasks and was able to head to the next customer within 30 minutes. How did he do that? By using a mobile workforce software he was able to perform a great service and save time.

This is what he did:  

Got the Service Call Directly on His Device

The field service tech got my scheduled service call on his laptop and got the directions to my house the morning he started working. If I had called to reschedule the appointment, the dispatcher could have instantly informed him about the change by pushing the info to his mobile device. He would have had time to complete a different service call or prepare for the next one. Since he was also guided by the GPS incorporated field service software he could avoid traffic and arrive on time. He automated the tasks of heading to the back office to get his assignments for the day and to manually check the best route to my house.

Saw the Customer History at a Glance

He was instantly able to view what type of fridge I had and how old it was, and was able to tell me that the warranty had expired. If I had a problem before, he would have been able to view this information in the field service management system. Since this wasn’t actually my fridge as I rented the apartment with all the furniture, I would have never been able to give him this information. Automating the access to information, the field service technician was able to quickly diagnose the problem.

Input All Relevant Information to Generate a Report

While measuring the temperature of the freezer, the field service technician typed something in his laptop. Once he was done I got to sign the report, which stated that the temperature in the freezer was not low enough, that the freezer can’t keep a constant temperature of minus 18 degrees, and that there was no way he can repair it so a new fridge is needed. I could see what I will need to pay for: the actual service, the mileage to my home, and an extra allowance for the truck. At least I know upfront what I am paying for and I can either sign off or complain right away.

Sold Another Fridge

Finally, the field service tech was able to offer me a discount saying that if I would buy a new fridge from the same white goods company, they would pick up my old fridge and give me back 30% of the original price. The offer is valid for three months and is noted in the report I hold in my hands, and which I signed a minute ago. As quickly as he came, he is gone, wishing me a good day. In my thoughts, I am already buying my new fridge.

 

Topics: Field Service

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