We recently bought a washing machine. It was one of the top brands and had all the best-in-class features. In a few months, when it was service time, we were utterly disappointed with the customer service. It was unresponsive, slacking, and we had to resort to a third-party service, for future services.
It didn’t so much matter that the product was of the finest quality, or we got a really good purchase deal. We are not so likely to recommend the brand to any of our friends, all due to poor customer service.
This goes only to show how crucial a good customer experience is throughout the lifetime of products and services.
Check for and thoroughly study the following key attributes in the FSM software you are planning to purchase.
“90% consumers said that customer service had a role in their decision to conduct business with a company, and 86% agreed.”
- Intelligent Scheduling
100% customers expect their issues to be resolved at the first visit of the service technician. While this is not completely feasible, a great intelligent scheduling software can help you get there faster.
Intelligent scheduling helps you manage all the attributes that drive first-time fix rate and enable a great customer experience:
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- Resource availability
- Skill level
- Drive time
- Location
- Parts and Stock
Scheduling resources efficiently, managing time, location, and the needed parts, as well as intelligently assessing their skill levels is crucial for delivering the best field service and elevating customer experience.
2. Asset & Inventory Tracking
Asset and inventory tracking in field service can be challenging even in the best of situations. With assets constantly on the move, risks regarding frauds and thefts are high. Monitoring responsible usage and replacement of worn out parts are all complex and cumbersome activities.
Poor asset management in field service can adversely impact your productivity and quality of service.
3. Advanced Reporting
Staying competitive is not only about running your operations in the best possible manner, but also constantly monitoring and measuring your performance and identifying areas where you are doing well and where you must improve.
Business intelligence and data-driven decisions are an integral part of any organization’s success strategy.
Build real-time reports about all your service operations, anytime, anywhere. Help your staff quickly generate the analytics they need for their daily work as well as self-assessment.
Get the needed metrics and insights to make well-informed business decisions.
4. Route Optimization
Wastage in travel time can be a huge headache for field service technicians, which can snowball into further issues such as customer’s frustration, stressed staff.
Even the most efficiently drafted route plans can fail when there’s unexpected traffic and roadblocks. Instant customization and intelligent re-routing of the resources therefore is something you should definitely look for in the field management software you’re about to buy.
“80% of field service workers want mobile field service technology”
5. Invoicing & Billing
Mobile invoicing should be easy and hassle free. Look for the following following features:
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- Single customer invoice for multiple jobs (Batch invoicing)
- Intuitive interface
- Anytime anywhere tracking
- Third-party payment enabled
- Automatic follow-ups for billings
When you have the best digital mobile invoicing in place you realize the following benefits:
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- Prompt payments
- Reduced DSOs (Daily Sales Outstanding)
- Reduced billing errors
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