Modern Technology Helps Service-Centric Organizations Focus on the Customer Experience

How to improve the customer experience is a hot topic for companies that perform service. For companies that sell, install, maintain, and service equipment, like HVAC units or overhead doors, the field service operation provides an important way to align with customer needs. Top-notch service with fast resolution of service requests is a certain way to build customer satisfaction. Attentive, effective service often leads to long-term customer loyalty.  

If there is a service glitch, though, even long-nurtured customer satisfaction can quicky erode into frustration. Botched service calls can jeopardize customer relationships and even tarnish the brand. To avoid this risk, service companies need to turn to modern service management technology to help them ensure each service call is a relationship-building success. 

Why is a Successful Service Operation so Important?

Revenue: The service operation provides opportunities to generate upsell and cross-sell opportunities. Fees for installation and set-up, multi-tier warranties, and service agreements help supplement revenue from break-fix repairs. Modern software solutions help manage these additional revenue sources, so the customer experiences value and satisfaction.  

Value: Customers find immense value in turning to a resource they already know and trust for their service needs. Customers appreciate knowledgeable technicians and quality work. They are often willing to pay more for personalized service, accommodating of special conditions, timeframes, or unusual requirements. Software helps companies track customer details, logging purchases and service history.    

Repeat Sales: Customers appreciate excellent service and will often return to the same company for repeat sales because of the positive service received.  

New Business: The service provider can leverage its excellent service track record and fast resolution rates as differentiators, using the testimonials of happy customers to appeal to help bring in new business.  

But there are risks: Customers today tend to be highly demanding and impatient with delays or errors. They are also outspoken and quick to turn to social media to voice complaints. If the service call isn’t resolved quickly, the business-to-business customer can face down-time, loss of income, and interruption to their workflows. Consumers, too, can experience major frustrations with interruptions to their use of vehicles, machinery, equipment, or appliances. Poor service can backfire.

What Can Service Providers Do?

Many of the obstacles to service call success are preventable. With the right software in place, common stumbling points can be eliminated—before they have a chance to frustrate customers. Modern software solutions built especially for service management help the organization capture and track vital information, automate routine tasks, and empower technicians to make well informed decisions while on the job site. The right software makes the service operation highly efficient and effective.    

Here are some common hurdles to service success and ways technology can help Intervene

Dispatch

The right technician must be dispatched to the right place at the right time. Late arrivals or disregard for directions about where to park, or what entrance to use are sure ways to irritate customers. Modern software includes smart scheduling and dispatch capabilities that help assign the right technician to a job, based on proximity and experience. The solution also helps technicians stay on schedule, and mobile tools make it easy to communicate with the customer in case of a traffic delay or questions about entrance gates or the onsite contact person.  

Unit Information

When onsite, the technician needs easy access to information about the unit being serviced, its repair history, warranties, and service agreements. The technician can also benefit from information in the knowledgebase about common resolutions or recommendations for upgrades or replacements. Access to information helps technicians be well informed and make sound recommendations to the customer.  Armed with information, the technician can become the trusted advisor that guides the customer to upgrade or replacing outdated equipment when appropriate.   

Service Agreements

If the technician is assigned to a service request where warranties or service agreements are in place, details about the agreements will help the technician plan efficient use of time. For example, if preventive maintenance is due soon, the technician can perform while on site. This demonstrates to the customer a commitment to value and productivity.  

Parts Availability

One of the major reasons for poor service call resolution rates is lack of replacement parts or lack of information about the parts. The technician may have to make trips to the parts depot to see if a part is available. If not, one must be ordered and another call scheduled. This delays resolution and frustrates customers. Technology can overcome parts-related delays in many ways, starting with better prediction of parts needed so an adequate inventory can be kept on hand. Then, software can help ensure service vehicles are stocked with the key elements as well. Visibility into inventory levels and if parts are in transit will also help the technician make smart decisions. 

Accurate Billing

Customers hate billing errors. Not only do errors delay payment, they also erode trust and confidence in the service process. If labor, repairs made, or parts used are incorrectly recorded, billing will be wrong. But easy-to-use mobile solutions make it easy for technicians to capture on-site information, so details are logged to the service history and automatically sent to billing. The whole process is efficient and accurate, reinforcing the customer’s faith in the company’s abilities and commitment to the customer.   

Closing Thoughts

Service centric companies need ways to stand out among a sea of competitors and need to offer customers added value. But a disappointing customer experience can backfire, cause customers to be frustrated, and sour the entire customer relationship. By investing in modern software and productivity tools to ensure ultimate efficiency, the service provider can remove some of the common reasons why service calls go afoul. Technology can make the entire service operation room smoothly—exactly what today’s customer expects.