According to Gartner, customer experience is now the key competitive differentiator for businesses. This is also true for field service organizations. Multiple touch points throughout the field service customer journey—which are often handled through a myriad of systems and silos—can lead to a fractured customer experience.
Each day, your field service technicians collect and manage hoards of paper-based form data that they then pass on to your back office staff. This leaves room for human error, lost paperwork, and processing delays.
By not using field service mobile forms to automate data collection, your business risks making significant mistakes that can hurt your business. Paper forms simply aren’t cut out to manage the unpredictable and remote nature of field service operations.
This technical analysis of field service technology is intended for IT professionals or organizations supporting field service software buying decisions in small businesses.
If a field service management software implementation project fails, it’s likely because of poor planning and execution, rather than the software itself. The field service management software market is mature; the technology is robust and constantly developing to accommodate advances such as the internet of things and artificial intelligence.
Despite the large range of field service management software for specific industries such as HVAC, pest control, and manufacturing, many prospective field service management software buyers fall into the trap of overcustomizing a solution to suit their unique needs.
Asset management is not just knowing where your assets are at any given time—it’s also about knowing how your assets are performing. If your assets are spread over a large location, however, it can become expensive to employ enough staff to cover all areas and assets.
This article was originally published on 06/23/2015 and has been updated to include further recommendations for customer service training.
Poor customer service costs businesses more than $75 billion per year, and 42 percent of consumers have left a business because of poor customer service. Nowadays, customers won’t hesitate to vent about their poor customer service experience over social media, which can do huge damage to your company’s reputation.
Smaller businesses, which have relatively less money to spend on quality customer service training and software, are more likely to make mistakes—and that’s without factoring in the fact that almost half of small businesses fail by their fifth year.