Get a better handle on customer outcomes with these tips

As a service business thriving in today’s business world, where consumer expectations are at an all-time high, you must take control of your customer feedback and experiences. Particularly in the services industry, your technicians must be reliable, quick to respond, and willing to deliver the best outcomes to increase customers.

Connected and improved customer experiences lead to both repeat business and new customers. You must understand the importance of customer satisfaction. According to HubSpot, one of the most essential reasons for providing an enhanced customer experience is because it “opens up new revenue streams.” In other words, investing in current loyal customers is more financially beneficial than trying to win new ones.

Word of mouth is important

In a nutshell, it can either make or break your business.

When someone receives excellent service, it will increase their customer loyalty, and the chances of them telling their friends and family are high. People tend to trust those close to them; therefore, the positive things they say hold a lot of weight.

The contrary is just as critical. Clients who receive poor service will almost always recount their experience to others, which can influence them to avoid contacting your business for a job.

It’s important to remember that with social media, word of mouth spreads even faster! One’s entire network of friends can access a post about a negative experience. ‘Social Media Today’ explains how “according to a Nielsen study, 92% of consumers believe suggestions from friends and family more than they do advertising.”

Here are the most relevant tips that will help you understand the importance of customer service and how to better control outcomes that ultimately impact your bottom line.

Tip #1 – Automate your operational processes

Manual, repetitive tasks are slow and have multiple drawbacks, including error-prone information and lack of accuracy. Adapting to the fast-paced work environment of service organizations becomes ultra complex without automation. Managing operational processes is complicated on paper due to misplaced work order reports and insufficient data captured in the field.

Data-driven service companies

Service businesses highly depend on data to achieve their strategic goals. Having essential data on work order history, the location of each technician in real time, how jobs are progressing, and actual time spent on site readily available assists in identifying areas that can be improved. Speeding up internal processes with field service management solutions that streamline all this information increases response times and ramps up team productivity.

Unfortunately, the old way of using paper to document data is too time-consuming for everyone from the office to the field. Service field management software helps to streamline workflows and keep things running smoothly. Integrating work order management software into your operations ensures greater accuracy and efficiency in handling tasks.

Repetitive tasks don’t only affect office staff

Monotonous tasks affect technicians as well. Mobile teams that work in the field and have fewer administrative tasks and less driving to do can focus on selling more services. At the end of the day, they are more productive and feel empowered with the field management mobile software that is utilized, and this translates into memorable customer experiences service that they can provide.

Tip #2 – Make your dispatcher’s life easier

Dispatchers have crucial roles within a service company. They send field technicians on the road to help customers solve problems; dispatch field service software can speed up the process and ensure the level of service that customers expect. They constantly refer to the schedule to determine who is available, which employees are in the field, and what work orders need to be managed that day.

Field service software with advanced scheduling functionality like Praxedo simplifies their jobs, improve time fix rate, and frees up more time for technicians to get more done. A property manager managing activities for a 50-story building will want to maximize the number of jobs each technician does daily. Praxedo enables dispatchers to optimize workloads and service routes in seconds.

The algorithm-based tool instantly analyzes operating constraints, keeping distances between customer sites as short as possible. Praxedo technician management software will help ease the management of each technician’s work volume and performance. Field management mobile software ensures that technicians have access to real-time data and resources, enhancing their efficiency and ability to resolve issues promptly.

Tip #3 – Facilitate the way your technicians view and submit information

Equipping your technicians with the right tools in the field is the key to delivering outstanding field service customer experience. Mobile field management software should allow technicians to update their work status, take on an extra job, and view their schedules, instructions, and customer information on the go. Moreover, technicians who work underground or in very remote areas will need to be connected in any event. That’s why Praxedo designed online/offline functionality to enable connectivity without a cell signal. They can view and submit information even while they’re offline. Data will sync in real time once their device finds a network connection.

Electronic forms and work order reports

The Praxedo field service management application allows service managers to configure work order forms to direct the technician on what information needs to be submitted. This removes a layer of complexity and facilitates work order report submissions, so they don’t have to think twice about the information uploaded while in the field.

Going paperless takes the hassle out of the technician’s workday. With top field service management software like Praxedo, they no longer have to drive to and from the central office to retrieve or submit work order reports. Everything is transmitted electronically and can be accessed by every party in real time.

Tip #4 – Connect your field service management software to your information system

You want to mix and match multiple specialized technologies from various software vendors to create the perfect solution for your field service businesses needs. Pure field service management software offerings do precisely what you need them to do, whereas all-in-one ERPs, for example, do a lot more company-wide, yet at a high level that lacks specialization. As a field service company managing multiple field service teams in different locations and numerous work orders daily, a best-of-breed FSM solution that can link to your current third-party information systems is critical. This way, you get the best of both worlds – field service company software hyper-focused on field service management that feeds data into your current information system or CRM.