IMPROVING-THE-FIELD-SERVICE-MANAGEMENT-TO-ATTAIN-CUSTOMERS-SATISFACTION

IMPROVING THE FIELD SERVICE MANAGEMENT TO ATTAIN CUSTOMER’S SATISFACTION

Posted on | by [email protected]

Field service management has been traditionally viewing as a price center for many service business. Nowadays the administrations are changing their area service operations by latest thinking & creative technology answers to not only decrease the prices but to diversify their brand. From improved measures like area team productivity & distance driven each day, to consumer satisfaction, a total revamp of your area service operations could lead to beneficial benefits for your business.

For example, Automax Field Service online customers have achieved:

  • 15% increase in field service technician productivity
  • 98% customer satisfaction ratings
  • 95% or higher compliance with service level agreements (SLAs)
  • 25% reduction in the time it takes to close a service ticket end-to-end
  • 97% on-time arrivals
  • 40% decrease in miles driven per year

And these are just some of the results that our customers have realized in their field service transformations. Now, I ask: can your organization afford not to undergo an upgrade?

You, too, can achieve super-efficient field service management operations and realize these type of meaningful business benefits. Our guide will provide you with a step-by-step path (and some bonus tips) to a successful field service management transformation, based on best practices learned from our customers over the years. In the guide, you’ll find tips on how to:

  • Review the present status of your business and what problems you’re trying to solve
  • Research & select which vendors to evaluate
  • Select the solution that best meets your organization’s specific needs
  • Implement the solution
  • Continue improving your field service organization

Your service teams uniquely have the strength to impact consumer satisfaction on a most second by second basis, with experts in the field acting as the face of your company. But traditionally, the typical service interaction has always gone something like this:

  1. A collector receives a phone-call from a likely irritated unhappy consumer, complaining of an outage on their dialysis machine, wind turbine, or HVAC unit.
  2. The dispatcher puts out a call for an available technician, who drives to the location as soon as they’re available.
  3. The technician analyzes the outage and is often confronted with a problem that requires warranty information, inventory supplies, or technical expertise, and thus has to come back another day ready to repair hopefully.