Customers expect superior service! If they don’t get it from you, they will go elsewhere. Better, faster, more efficient field service is the key success factor to customer delight. Making an appointment window is poker ante, if it's 8am-5pm without ETA notification it's likely not acceptable anymore.
Service organizations and manufacturers must equip field teams with the skills, parts, tools, and insight necessary to resolve every issue the first time they interact with a customer. Solving, transparency and self-service are the new measurements of success in the mind of customers.
Today's customer wants what they want when they want it. This means that field technicians, not management or executives, are in the hot seat to keep customer satisfaction ratings high.
As such, best-in-class companies (i.e. those with the highest customer satisfaction ratings) are more likely to provide customers and staff with the following tools: self-service customer portals, options for real-time live customer service interaction, artificial intelligence to provide for much narrower estimated-time-of-service windows (ideally, with real-time updates to ETA) and an all-around customer-focused approach.
For the future, organizations considered to be top performers will continue to provide for real-time customer consultations that feel more like mutually productive partnerships.
The best way to envision this is simply to think like a customer. A customer has a repair need. This is stressful. They want the stress gone, which means they want the repair to be done now - weekend, evening or holiday not excepting. They want to know exactly when the technician will arrive, how long the repair will take and any follow up that may be needed.
Providing this level of to-the-minute customer service requires the use of cutting edge AI-equipped field service management software that can integrate with the latest third-party communication and scheduling apps (i.e. Twilio, Waze, et al).
For companies that have grown complacent in their ability to provide service within a window of the service-level agreement (SLA), it is time to do better - much better. Internal metrics have become yesterday's news in favor of customer satisfaction ratings, which are today's gold standard. With the help of the new breed of field service management software, companies can transform themselves into cutting-edge customer service providers with a loyal and growing customer base and a ready stream of new word-of-mouth referrals daily.
Best-in-Class companies have self-service customer portals in place.
of all private end customer want to know the estimated time of arrival (ETA) of a service technician.
This is the era of the empowered customer; it is no longer viable to be solely focused on service operations. Coresystems field service approach is a new way to interact with customers and provide value.
We'd love to show you how to optimize your field services, increase revenue, and delight your customers. So if you have questions for our sales team, just fill out the form and we will get back to you shortly.