Sam is an HR director at a construction business and is in charge of a team of HR personnel. He is also responsible for maintaining employee records such as payroll records, social security numbers, and contact details.
One day, one of his team members, Tom, accidentally sends payroll record files to an unintended recipient, resulting in an HR data breach. Sam rushes to inform Cathy, the business owner.
Picture this: Tom is a manager at a small HVAC and plumbing business that wants to increase business revenue and improve KPIs, such as its first-time fix rate.
He and a small team try out a one month free trial of a field service management (FSM) software tool, and it helps them meet their productivity targets and increase profits.
Tom knows that the business needs to implement software to meet the new revenue goals and KPI targets. Excited about the prospect, he makes a business case to the owner to purchase a field service management solution.
Feeling confident, he eagerly awaits a response from the owner.
To his surprise and disappointment, his proposal is rejected. He receives the following feedback from his boss:
- The finance team says they’re not sure whether the profits from the productivity improvement will offset the cost of the software.
- Senior management has concerns about the return on investment (ROI) of a software purchase and wonders whether software is needed at all.
- In a post-proposal survey, it was found that the field service staff is unsure about the productivity improvements and is not open to accepting the changes to their style of work.
In today’s age of customer-focused businesses, creating a positive customer experience is a key challenge for small-business field-service managers.
According to a recent study, 97 percent of field service businesses view customer service as a key enabler for building brand loyalty. The same study also indicates a high attrition rate of 64 percent among customers because of poor customer service.
To create a more positive customer experience, field service businesses must start by building a system for capturing the right type of customer feedback through the best channels. Customer feedback helps field service managers understand customer sentiment and identify areas for improvement in the customer experience.