Think about service delivery. Not just field service delivery, but service delivery all together. Think about all the industries that deliver service to people every single day and how they are empowering their customers, offering new technology, new ways of service and improving the customer experience. Now think of field service delivery and ask yourself, are you meeting customer demands?
Many customers are looking at what other service brands are doing and asking why field service organizations can’t do the same thing. The technology is there, but, field service organizations aren’t utilizing it to their benefit to make it easier for customers to request service, see when a technician would arrive and offer real-time information straight to their customers.
Think for example of Uber, and how they have revolutionized the taxi industry. Customers download an app, request a car, and on their mobile device, they can track where the car is, how far away they are and when they will arrive. They pay using the app, put in this destination, and can access a driver from anywhere. It’s a fully on-demand service that gives customer plenty of information, so they know exactly when their driver will be at their door and can follow them in real-time.
Can your field service technicians do that? Can they alert customers when they are coming, how long they will be and when they expect to arrive? Or is your organization still giving appointment windows that could be hours long, making your customers wait for you to show up, wondering exactly where you are.
Use Field Service Software for Great Customer Visibility
Customers wonder why they can track Uber drivers, or Amazon packages in real-time, but can’t do that with their service technician. And customers are starting to notice the gap between what field service organizations and other service companies are offering and wondering when the technology will catch up. The truth is, it’s already here, and field service management software has the power to give customers real-time updates into a technician’s location.
With field service management software, and mobile app technology, location tracking is available, which can alert customers when technicians are on route to the next service call. Text message alerts can be sent to inform a customer when a technician is near, and with status updates through work orders and GPS mapping, dispatchers can see if a technician is traveling to a job site and relay that information to the customer.
Allowing customers to have visibility into technician’s travels is another way to increase the customer experience, as they can plan their schedule around when a technician is on the move and when they will arrive, removing the frustration of a technician who shows up at the back half of the appointment window.
Give Customers Self-Service Capabilities Using Field Service Software
When speaking about on-demand service, one thing many service organizations have is the ability for customers to self-service their requests for service. The main reason behind this is because customers don’t like being on the phone and waiting on hold in a call center to request service. Many would prefer to do it online and avoid any hold times, or use a mobile field service app.
Customers can get these capabilities using field service management software, as customer portals can be designed to give your customers the ability to make service requests online, without having to call the office. Portals can be designed to include as much information as possible, and work orders can be created automatically based on the answers provided by the customers, speeding up the service delivery time.
Other options include specific email addresses that trigger work order creation, QR codes the customer can scan using their mobile device that will create a work order, or specifics apps that allow them to request service. All of this is about making it more convenient for the customer to request service, allowing them to do it quickly and on the go, without having to wait to confirm service over the phone. The same customers would also prefer email confirmation of service, as opposed to someone call to remind them.
Give Your Customers More with Field Service Software
When we think of creating a better customer experience, the truth is, we’re talking around the central theme of giving them more. That could mean more information, more flexibility, more services and more visibility. Sometimes the best way to see where your organization can improve is to look at what service companies are doing outside of the field service realm, and then asking yourself how field service management software can help you achieve these new on-demand service requests.
Customer expectations are changing and with every Uber, Amazon and Netflix service that offers greater on-demand service, the more customer expectations are going to be asking why field service can’t be the same way.