Field service has usually been seen as a cost center and not a profit center. However, with field service automation, businesses can now efficiently save money and increase profits. Field service software helps foster customer loyalty and adds value to the brand through improving both finances and customer relationships.
Here’s how your field service business can change from a cost center to a profit center:
Focus on Your Customers
With field service software, technicians have access to customer histories, SLAs, and other data that allows them to not only service machines, but help provide customers with guidance and tips so that the machinery is as productive as possible. This detailed information lets customers experience a better quality of service from techs, which leads to customer retention and higher profits. When field service technicians are supported through field service software functions such as scheduling, inventory planning, machine manuals, and dynamic checklists, they are empowered to be more than technicians in the eyes of your customers, they are expert customer satisfaction agents.
Improve Operational Efficiencies
By planning effectively, every business can accomplish more tasks and get more done using existing resources. From the moment a service call is received, planning everything from the routes a tech can take to fit more appointments into the work day, giving them access to the customer’s historical information, and using software automation and templates to provide an accurate quote helps. Techs can work more efficiently thanks to mobile workforce software since they can focus on the job at hand, knowing that they have a software at their disposal that can act as a step-by-step guide, a data collection center, a notification center, a GPS router, and a report generator. On top of making techs’ lives easier, field service software makes invoicing simpler and quicker, meaning profits go up because customers receive invoices faster and businesses get paid faster.
Field Service Techs Can Help Sell Products and Services
Because techs are on-site with the customer and surveying machines up close and personal, they have a great opportunity to upsell and cross-sell products and services that the customer needs. Techs’ unique position as brand ambassadors for field service companies combined with mobile workforce software, gives them the chance to see if the customer could use any additional upgrades, or replacement parts in an informed manner, since they have the customer’s history and information at hand. The techs’ expertise from learning on the job combined with the customer knowledge they have access to make them advisors that customers can trust.
Seek Out New Innovative Business Models
If orange is the new black, then let’s say service is the new product. That’s what manufacturers have realized as the importance of selling services, and not just products, continues to grow rapidly. With technology, you can give your customers not only new service options such as pre-scheduled preventative maintenance appointments, but also new ways of ordering service calls that let them bypass more traditional customer service models. Field service software also makes predictive maintenance a smart option since real-time data about machines can be collected and studied to predict when a failure will occur, and stop it before it does. When your customers see this new world of possibilities that has opened to them thanks to technology and field service automation, they may want to build their own products around your technological ecosystem, creating a symbiotic and mutually beneficial customer relationship.
Go For Customization and Individualization
One size no longer fits all in the customer service world. People expect companies to provide them with customized service that’s tailored specifically to their business and their needs. This means always keeping in mind the customer’s KPIs, key targets, and ultimate goals when providing them with service. Within field service software, checklists can be customized to the customer, while big data is collected to create a profile overview of them and their business. Once a customer is entrenched in the world of your field service automation, it would be incredibly difficult for a competitor to lure them away, since their data would have to be collected all over again. It’s easy for the customer to have brand loyalty to you and your business, if you keep their objectives in mind and use the data collected to further those objectives.
Image: Flickr | 401(K) 2012