Top 3 Ways a Mobile Field Service Solution Improves Customer Satisfaction

To be successful, field service organizations need to find ways to improve both internal operations and production output. As such, technological advances, such as the Internet of Things (IoT) have drastically changed how these organizations operate their business and customer and employee expectations.

Many field service organizations struggle with precise scheduling. When using traditional tools such as pen and paper, disconnected systems, and outdated technologies, scheduling the right technician, with the right equipment to the right location is difficult. A mobile field service solution enables service organizations to improve planning, enhance communications, and increase self-service. Customer satisfaction will be positively impacted with improvements in any one of these areas.

Let’s look at the three areas in detail:

Improve Planning

Precise scheduling is a top priority for service organizations. As a result, organizations are constantly looking for ways to improve the scheduling of service jobs. In order to do this, they need improved planning for their technicians and equipment. A mobile field service solution enables organizations to dispatch the right technician with the right abilities, and the right equipment. This is crucial in improving first-time fix rates. Improved planning for technicians and equipment accelerates the process of service jobs which increases productive time, ultimately improving customer satisfaction.

Enhance Communications

Disconnected systems are difficult to deal with as they create a host of communications issues and inefficiencies. Integrating front office and back office systems is critical for service organizations. A mobile field service solution enables both employees and customers to more easily access information. For example, in the case where another task needs to be made on the same job, customers can communicate directly with front office who updates service technicians. This boosts productive time, improves satisfaction and enables service teams to operate more efficiently.

Increase Self-Service

Streamlining service operations improves organizational efficiency. Having to request a service job or accessing past invoices of an installation is a hassle and time consuming. One way to streamline operations is by providing self-service options. These include a self-service portal, enabling users to directly request service jobs, see the status of a job, view past invoices, pay invoices online, and view past service orders and reports. Self-service portals not only streamline service operations, but also significantly improve customer satisfaction.

Together, Encore and ExpandIT are taking mobile field service operations to a new level. Microsoft Dynamics ERP systems are powerful. When combined with a mobile field service solution from ExpandIT, service organizations can optimize business operations while improving customer satisfaction.

To learn more about ExpandIT, please get in touch with us.

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