Imagine a scenario where a customer waits days for a technician to arrive, only to find that the technician needs more parts to complete the job.
This creates a bad impression about the preparedness of your field service business and wastes travel time and fuel with unnecessary back and forth. One can avoid such scenarios by simply using a form to collect detailed job requirements or a phone call to clear any ambiguities.
You can see how not having streamlined communication across your service workflows ruined your customers’ experience with your brand. One way to go about this and avoid manual calling or paperwork is to digitize communication using field service management software.
Now, let’s learn how to implement best practices in communication using FSM software for your field service operations.
5 key features of Field Service Management software to improve customer experience
First, let’s help you find the right FSM software that helps streamline customer experience workflows:
- Field service scheduling: FSM software automates the scheduling and dispatching of the right resources to the relevant tasks. It brings together these assignments on a single platform, helping managers authorize and respond to the situation. This reduces errors and improves job completion rates.
- Customer portal: This allows your customers to have personalized records of scheduled, ongoing, and completed work. In-app messaging features within the portal via FSM mobile apps help maintain real-time communication between customers and assigned workers.
- Real-time updates: Allow field service technicians to share work progress and location details with managers and customers as they embark on their jobs.
- Automated reporting: instant job report generation features powered by real-time updates help quicken the pace of invoicing and customer feedback. It provides necessary transparency to customers about service and worker performance.
- Contract management: FSM software digitizes contracts and agreements, ensuring effective and proactive dispute resolution. For example, if a service contract includes a guaranteed response time, FSM software can alert managers if a technician is at risk of breaching that commitment.
3 key strategies to enhance customer satisfaction using FSM software
Now let’s see how to adopt and integrate FSM software so that it improves your service quality and delivery rates:
1. Design rapid response SOPs
This simply means improving your response time. One can adopt technologies like in-app messaging tools with real-time notifications or plan alerts for tasks from priority customers. This is also helpful during emergency cases, where real-time communication channels and documentation help avoid any delay in responding to them.
For example, when a customer places an order, ensure there is an email that alerts them about the next steps. A GPS-powered field service management app helps with efficient technician routing to help them reach the job site in the least possible time.
2. Proactive maintenance for targeted marketing
Predictive analytics-powered FSM software helps analyze historical data on equipment, service history, and customer engagement to predict potential service requirements. This means you can be available to the customer even before they know they might need your service.
For example, by analyzing installed HVAC equipment performance, FSM software can predict potential issues that may arise based on usage. You can upsell equipment maintenance services and share proofs of the same, helping with conversion. Customers also appreciate your commitment to preventing disruptions and ensuring uninterrupted service.
3. Implement continuous feedback loops
Customer feedback is a critical source for knowing how your customers feel about the service offered. FSM software can automate the process of sending surveys or polls right after service appointments. This allows you to collect real-time feedback, and the software analyzes the same to create consolidated insights via reports.
For example, if your survey includes questions about the technicians’ performance, then FSM software helps you capture it and convert it into their KPIs. If the customer said they were late, one can investigate the reason and look into the delay. You can connect this to their performance reviews and align technician outputs accordingly.
Take the first step in improving your customer reviews and ratings with Zuper’s FSM solutions
Proactive efforts to improve customer satisfaction do pay off in the form of stellar ratings and reviews across social media or service marketplaces. Zuper offers FSM solutions with CRM capabilities that automate complete customer-facing workflows — book a demo to learn more.
