Planning and scheduling have been the focus of the field service industry for many years now. Companies nowadays should be analyzing their digital capabilities, both for field service and for their customers, and how the two converge to create opportunities for efficiencies in servicing customers and improving voice of the customer information flow. By doing so, enterprises will be able to deliver a better customer experience. While the emphasis should now be on customers, there is a fine balance between delivering more while staying profitable and that’s exactly what you need to master.
How can your company stand out from the competition?
Start with the field service staff.
Communicate with the field service workers
The first contact with customers is critical and, most of the time, field service workers have that responsibility. However, companies often neglect to include these staff members in internal communications, resulting in a lack of knowledge, professionalism, and customer-facing skills on their end. That said, they should be in constant contact with sales and marketing in order for the company to realize consistency in their efforts across the board.
Establish stronger relationships with today’s empowered customers
As a front-line sales representative, a field service worker needs to understand and portray the company values when interacting with customers. Also, workers’ interaction with customers should be tailored to the clients’ wants and needs. To have that particular skill set, customer service training needs to be mandatory and recurring.
The Aberdeen Group found that the best-in-class field service workforce enterprises invest in ongoing training and knowledge development for their service staff.
How? Invest in a good field service management software. Nothing is more frustrating to a client than having to wait hours for a field service technician to show up at their door – centralized communication should never be neglected. A software can eliminate these persistent issues by providing access to remote expertise on the road, an accessible knowledge base, and online and offline work instructions while on-site.
Indeed, with this ambitious (but realistic) goal to offer quality customer service also comes a deeper need for motivation on behalf of the field workers. For example, implementing gamified field service management software could be just the trick.
Recognize your customer’s interest and investment in digital
Of course, all companies are different and need to establish tailored tactics to fit their needs. But with all the studies published recently, it is hard to deny the importance of using a field service software to manage your staff. That being said, it is essential to hire a company that has a great understanding of the ever-changing industry and can, therefore, provide customized and sustainable field service technology implementation.
Diabsolut FSM aims to make every customer a reference by providing quality service throughout the implantation process. This starts with helping customers pinpoint the key focus areas, establishing a clear plan to resolve pain points and implementing the software accordingly.
It now goes without saying that the value of field services staff should be completely re-evaluated and prioritized in order for companies to stand out from the crowd. Diabsolut FSM has proven its knowledge of real-world operations and its ability to adapt in order to meet customers’ strategic business needs. Investing in experienced professionals to help your enterprise achieve today’s high standards is the way to do it right.