2 min read
Top Three Trends Noted by Field Service Technicians Today
Here are 3 field service trends today, projecting to have legs for tomorrow. To see what field service digital...
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Optimize Service Delivery to Enhance Customer Satisfaction
Customers expect a faster resolution, and brands need to diagnose the issue, dispatch the right parts, schedule a trained technician, and resolve the issue the first time to deliver the best customer experience.
Current methods relying on paper service orders, phone calls, and disjointed systems that result in inefficiencies, lower utilization rates, and customer dissatisfaction.
The right tools in the field technicians' and dispatch agents' hands will help streamline the field service lifecycle and create high customer satisfaction levels.
Conveniently schedule service and check the status from any device
Eliminate paperwork and errors by using electronic signatures, invoices, and payments
Provide and share real-time feedback on services received and service providers
Save money through fewer visits and reduced repair time
Issues are resolved faster and more accurately
Lowers cost of service due to first time resolution and reduced repair time
Ease and convenience of scheduling, status tracing, and billing on mobile devices
Maximize product value, availability and uptime
Generate and share estimates and quotes with customers to gain faster approval
Create, assign, access, and update the service work orders from mobile devices
Gain real-time visibility to a calendar of customer appointments and open jobs
Utilize location-based services to access maps, directions, and optimal routes
Access relevant product, service, and customer information required to quickly & effectively complete the job.
Order parts, report time and manage work schedule using a mobile phone or tablet.
Perform guided diagnostics, service procedures, and workflows to improve service quality and productivity.
Close work orders, capture a signature, invoice customer, and receive payments on mobile devices to improve speed and accuracy.
Improves the clarity of the work to be preformed
Optimizes the productivity of field service teams
Increases first time fix rates and customer satisfaction
Completes more service orders while decreasing indirect costs of waiting
Speeds up billing and payment cycle while reducing errors
Manage field service teams, dispatches, scheduling, service orders, and activities using Customer Central
Make better dispatch decisions on technicians, parts, and knowledge required by utilizing rich information, pictures, and videos received from the field.
Increase revenues by offering relevant service plans, accessories, and upgrades at service touchpoints
Monitor and manage service delivery to ensure customer satisfaction and performance to commitments as per Service Level Agreements (SLAs) and profitability goals
Streamlines field service operations, dispatch, scheduling, and technician deployment
Improves technician utilization, reduces parts inventory costs, and eliminates duplicate work
Improves customer satisfaction by quickly resolving issues the first time
Reduces calls to contact center by enabling self-service for customers and field service technicians
Delivers on Service Level Agreement (SLA) commitments by having real-time visibility to all service orders
Optimizes service operations and increases profitability by leveraging insights into service performance and Voice of the Customer (VoC)
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The Mize team brings decades of experience in Service Lifecycle Management. Ask us how we can improve your processes.
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