Field Service Management

How Can Field Service Automation Help You Offer Exceptional Customer Service
Field Service Automation, Field Service Management, Salesforce

How Can Field Service Automation Help You Offer Exceptional Customer Service?

“There’s nothing more Tarnishing to a Brand Reputation if it fails to Deliver a Good Customer Service in the Omni-Digital Era. Customers have a very high-level expectation these days, which is why Uberization of Customer Service is an Urgent Necessity.”

The field service market has exploded, and now it’s over a 2 Billion USD market.

It’s growing more rapidly than ever due to the rise in Customer Expectations in every business. 

Customer satisfaction is increasingly important because the bar has been raised by many organizations globally.

With the uberization of customer service, companies must provide an enterprise-grade customer experience by streamlining their field service operations & improving their field service agents’ productivity. A Field Service Automation tool could be a game-changer here that can really help service providers optimize their field service operations.

Field Service Management: An Automation to Empower Field Service Agents to Deliver Exceptional Customer Service

With continued downward pressure on margins, many companies focus on improved customer service to increase revenue, extend value to their customers, and create separation from their competitors.

Whether you offer a field service or run an in-house service center, field service management solutions benefit the organization in many ways.

A field service app can help you connect your office and field service agents with the solutions you need to serve customers efficiently.

Your field service agents can receive information in real-time and act on that information to provide better customer service.

How Your Business Can Benefit Using a Field Service App?

A field service app can integrate seamlessly with your business system to provide a first-class experience for your customers. It shrinks response times, lowers costs, increases customer satisfaction, and improves time completion ratios.

It also helps to automate manual processes, share best practices, procedural checklists, and even track the service inventory in real-time. 

A field service tool runs on various devices for employees on the go and in the office. They can stay connected through online and offline communications via smartphones, tablets, and laptops.

Technological Impact on Field Service Apps

The technological impact on field service apps works in many ways.

The mobility itself puts devices into the hands of a workforce while AI generates an ideal schedule that meets the customer and business requirements.

Emerging technologies like IoT makes the machine and customer interaction more user friendly rather than traditional interaction.

Cost Side Vs. Revenue Side
On the cost side of things, field service management helps your business develop an optimized schedule. It ensures your workforce is in the right place and at the right time while utilization is maximized.

On the revenue side, field service management delivers a high-quality service to your customer base while not affecting your revenue and customer satisfaction. 

Bottom Line
Field Service Apps help Service Based Companies to deliver next-gen customer service and cut more costs. It optimizes your business efficiency and significantly improves agent productivity. You can use it to make it more effective with your customer interaction. It reduces churn and has an impact on the top line. Connect with us for more info on how field service apps can improve your field service and provide a competitive advantage for your business.

Discover the Benefits of Having a Field Service Automation Solution
Field Service Management, Salesforce

Discover the Benefits of Having a Field Service Automation Solution

Automation is everywhere. And never will be more in demand than in a work-from-anywhere world.

Let’s begin. Will we?

In a world where delivering impeccable customer service has become a necessity, optimizing the field service operations has become vital. Field service management involves collective processes, policies, and procedures that field service organizations use to manage resources such as technicians and workers in the field. 

In the field service landscape, everything moves quickly, i.e., technicians, dispatchers, and other team members can get the job done and get it done right. Executing such fieldwork and managing in this situation is very difficult and requires technological interference without losing our primary goals in field service, which are improving performance, reducing costs, personalizing service, resolving customer cases faster, and promoting safety. 

Field service automation involves using technology to streamline those processes, policies, and procedures with an overall increase in field services’ efficiency. Field service automation software automatically pairs the right technician to the right job based on the work order’s requirements and the technician’s skill set. With its warranty management module to automatically capture and manage warranty activities, as well as to automatically submit, track, and confirm all open claims.

Few of the innumerable benefits of Field Service Automation can be enumerated as:

Go paperless
All the data is stored in the cloud, which allows easy access, indexed archives. There is no need to worry about manually filing paperwork or misplacing important information in the future – everything is stored in the single consolidated data repository.

A massive deal of problems originates from depending on paperwork. Thus, Field Service Automation beholds the potential to revolutionize field services. 

Skilled technicians
With their smartphones, tablets, and other mobile devices connected to their organization’s field service automation solution, Skilled technicians can quickly review work orders, list of inventories, service-level agreements (SLAs), and much more out there in the field. And, should they need help to diagnose a repair, they can call into their dispatch center for more information or ask for backup, thereby increasing their first-time fix rate.

Skilled technicians exponentially increase your organization’s efficiency. They can do their work efficiently and, in the end, help you to grow beyond the horizon. 

Faster invoicing
With this solution, a technician can submit all relevant details about work done, including time spent, parts and materials used, and even the client’s electronic signature while still being on site. The next processes are as follows, the field service automation software automatically generates an invoice for the work done, taking into consideration discounts, warranties, and so on.
With traditional invoicing methods, a lot of time is lost in vain. Digital invoicing, with its no physical interaction, will work best in this post-pandemic phase.

Real-time scheduling
Use of field service automation software empowers you with dispatchers with complete access to and transparency of technician’s work schedules, so that they can improvise, reschedule, and update jobs within a few seconds.

Physical intervention in these unprecedented situations is challenging and requires immediate action. Automation solves it with its omnipresence.

Connected operations
Field service automation tools can be integrated with other external tools such as CRMs, ERP systems, CTI, etc. in order to help the service providers equip their field service agents with all the necessary information at their finger-tip to address the customer cases better. With all the customer data with them, field service agents can resolve cases faster and drive higher customer satisfaction.

Monitoring & analysis
This is one of the top-most aspects of a field service automation tool. With real-time monitoring, work orders can be auto-scheduled and assigned to the right/available service agent or technician. Performance can be tracked in terms of the time taken by the agent to resolve the customer issue, customer ratings, etc. An efficient field service automation solution can really lift your customer service standards with timely service delivery & performance analysis.

CEPTES is a Salesforce Silver Consulting partner striving hard to help others to come back in the post-pandemic phase and make them efficient in their respective fields. We believe growth is a collaborative effort and demands everyone’s equal effort. In order to help you streamline your field service operations, increase the productivity of technicians & service agents, boost customer satisfaction with faster on-site service delivery, we offer the best-in-class field service solutions. To know more, please contact us.

ALSO READ: 10 FACTORS YOU NEED TO CONSIDER WHEN BUYING A FIELD SERVICE SOFTWARE