Customer Experience and Customer Satisfaction Have Become Priority One

Kimberly Heuser
86% of buyers surveyed stated that they would pay more for a better customer experience. While they didn't say they would pay more for a product or service, they said they wanted a better customer experience and were willing to pay for it.

Those numbers came from some recent surveys and only speak to what businesses and customers already know - today's market is customer-driven. Nowhere is this more evident than in the field service industries, but it has always held more importance in those arenas.


Customer Service Emphasis

Companies that deliver field-based services have always understood that their customers, due to the nature of the business, expect a certain level of service. Is the customer experience important in other industries, perhaps auto sales or real estate? Yes, and it always has been, but now customer experience is increasingly taking a front seat in service as well. Another revelation from those surveys announced this:

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Top 3 Field Service Metrics and How to Improve Them

Kimberly Heuser

Field service management is a challenge for leaders who must coordinate operations through mobile apps, web-based platforms and on-the-go work forces. The right field management software solution will help field service managers dispatch agents, track locations, schedule orders and review job statuses. And best field service management solutions will generate valuable data and metrics that can be used to enhance quality, communication, transportation and on-site customer service.

 

First-Time Fix Rates (FTF)

The first-time fix rate is the strongest measure of field service efficiency because it reveals how often field agents resolve problems during initial visits. Achieving top first-time fix rates depend on having the right service parts and the tech with the skills and knowledge needed to resolve unique issues. Many field service managers correlate their FTF rates with other workforce management KPIs like productivity, profitability and customer satisfaction. Productivity and productivity are negatively impacted by low FTF rates because each additional visit is time and money that could be spent on another job.


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Change Management for Field Service Leaders

Kimberly Heuser
The well-known saying that “the only constant principle is change” often applies the much to the field management industry. This unique industry continually deals with new and fluctuating schedules, technology, processes, logistics, parts and people. Understanding certain change management tools and techniques will drive efficient roll-outs, operational consistency, idea adoption, employee engagement and customer satisfaction.

Change Assessments

Anything that cannot be measured well cannot be properly understood and adapted. Change management requires both subjective and objective facts as well as qualitative and quantitative data. Generic metrics alone cannot establish comprehensive project purposes, scopes and goals. Standard measurements, such as the overall number of end users or the software development milestones, must be compared with irregular metrics, such as the employees’ expectations, technical skills and openness to change. Informal meetings with management will reveal their views on the change and help identify employees who are ambivalent or risk adverse. It’s best to focus on the activities that require the most internal attitude adjustments and external skill enhancements.

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Top 5 Must-have Tech for Field Service Professionals

Kimberly Heuser

Emerging technologies are impacting every industry, but they are significantly transforming the  mobile workforce management industry. Hands-on technology may improve everything from response time to customer satisfaction in your worker management system to improve service quality, customer loyalty and competitive differentiation. And after-sales service, which holds the most revenue opportunities, is directly enhanced by new technology solutions. . Here are the five top tech accessories for field service professionals.


Smart Uniforms

Although most smart clothing is primarily being developed for fitness and health consumers, a few products are being developed to improve workplace safety. For example, smart uniforms that come with integrated sensors can track movements and measure specific muscle movements in real-time. The resulting data may be used to identify unsafe practices and the most efficient movements. Some employees may feel smart uniforms are another way for Big Brother to watch them work, but the goal is to reduce and prevent musculoskeletal injuries, which account for 30 percent of all workplace injuries. This will reduce legal liabilities and workers’ compensation claims – and add to quality of life for technicians.

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10 Keys to Creating a Positive Customer Experience and Improved Customer Satisfaction

Kimberly Heuser
Creating an outstanding customer experience in the field service industry is one of the most effective ways to bolster customer satisfaction and increase revenue. From timely, professional delivery of services to post-service follow-up calls, field service technicians have the power to delight customers and bolster revenue. Below are ten ways that you can increase your revenue by improving customer satisfaction with field service visits.

1) Contact the customer in advance of the visit to provide an introduction. Proactively reaching out to a customer to offer an introduction and confirm a service visit helps customers feel comfortable with their technician and get the service process started off on the right foot. By creating a good first impression, field service technicians increase the chances that the customer will be pleased and request additional services in the future.

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How Technology Will Help Field Service Managers Be Successful

Kimberly Heuser
Field service managers are simultaneously required to control costs, optimize service efficiency and increase customer satisfaction without impacting quality and safety. Some companies use up the budget to add more field technicians and expand large-scale operations. Others assign more work to field staff and require them to work harder and faster. However, the wisest field service managers take advantage of available technology to satisfy customers, employees and corporate directives.

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Team Management in Business Operations

Kimberly Heuser

In field operations, team management, sometimes called operations management, is especially important. The goal is complex, to maximize service levels while controlling and reducing costs. Coordinating the activities of personnel who are physically distant from each other involves coping with a range of timing issues and communication problems that are not present with in-house staff. The solutions to these problems, worked out over the years, are not perfect. They involve:

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Sail Over the Rail with Integrated Automation

Jenniffer L. Breitenstein

Automated entitlement and claims logic helps home warranty administrators control reduce costs, monitor quality and spot fraud

Managing warranty reserves is critical for home warranty administrators, ensuring adequate funds are available to pay for current and future repairs on covered home products.

Mobile workforce management software can help administrators simplify the service delivery process however, to avoid knocking down the fence, administrators must also deploy intelligent warranty claims management logic to ensure adequate reserves, high product and service quality and real time fraud detection. Image Source

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10 Ways to Optimize Efficiency in The Field Service Industry

Kimberly Heuser

The field service industry is ripe with opportunities to improve efficiency and service delivery. Failure to identify deficiencies can lead to delays, poor utilization of resources and low levels of customer satisfaction. By making a few key changes to your field service protocol, your technicians can provide service faster and more accurately. Below are 10 ways to optimize your field service department’s efficiency.

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How Do Home Warranty Administrators Maximize Customer Satisfaction and Profitability?

Jenniffer L. Breitenstein

Consumers buy insurance for peace of mind. No doubt about it.

Though insurance comes in many flavors, the basics are the same across providers, so it’s very difficult for providers to differentiate themselves to drive future sales.

For home warranties in particular, consumers look to administrators to protect the literal roof over their family’s head, providing repair and sometimes replacement services for covered products and home systems.

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