Field service oriented companies are busy in task completions these days. Companies are deputing field technicians with the task to the designated areas or regions to complete the service calls and expect to be updated back by EOD. Technicians hog around to complete complaints and try to reflect themselves to be best to earn incentives. Practically its a collaborative work, wherein each technician is putting their efforts, customer support teams are taking care of the customers, by not getting wild by the delay or not getting support in time.
Technicians are putting efforts, but a team work is necessary within to achieve the growth in the business and efficiency in themselves.
Technical support department team members are managing the daily schedules, deploying technicians to the issue task, tracking of spare parts consumptions to which complaints, concentrating on number of warranties & tracking on nearest expiries, AMC renewals, escalated complaints being completed or not and many more in regards to the complaints.
Field Service Automation
Today it’s a modernized way of working for streamlining the field support executives, technicians and engineers, moreover concentrating on the complaints to be zero. Automation of the field service team possible with the field service management software and streamlining their schedules, assigning the skilled technicians to the right job, tracking the spare parts consumption, return of the annoyed loyal customers into the company customer base and having a revenue from the service calls.
Breaking down the silos mentality in the support team, building stronger, collaborative working attitude between departments and change of the working pattern, with the help of after sales service management.
Managing the service oriented business by implementing CRM for service industry to streamline field service technicians and improve business efficiency along with reducing costs.
CRM software for service industry helps to achieve business agility, increase the productivity of service technicians.
- Assigning the right task to the skilled technician for better support results
- Tracking the warranty period and set right the leakage to drive service revenue for the future
- Monitoring the complaints and service done, returns of the replaced spare parts from the field service technicians
- Service CRM Mobile App to access anytime, anywhere by the field technicians, so that tracking of the complaint status available in real-time
- Providing the self service tool – FAQ over website to the customers for avoiding the registering of manageable complaint queue
- Analytics for an instant inputs on the productivity or service team by reports and graphical dashboards
Customers will complain over a call or send an email mentioning the issue. Usually the customers either unhappy, small, critical issues will share their complaints directly to the companies who provided product or service. When a customer makes a complaint, the support team has to greet them and apologise for the inconvenience caused while using the product or service. Collect and understand the issue before giving an explanation. Never irritate the customer while taking the complaint. On registering the complaint into the CRM software for the service industry, assign the task to the skilled technician located nearest to the customer area. Give full attention to the customer, make them feel that company assures giving good support and resolve their issues at the soonest
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Harnessing the advantage of mobility
In the service oriented companies, as we all know the technicians are most of the time on field. Being on field, field service technicians required a mobile application, wherein they can access their complaints and tasks of the day. After sales service management, mobile CRM apps will help support technicians to increase personnel efficiency and streamline their daily complaint tasks. It will also help technicians to increase their number of service requests and increase the growth of company revenue. Support heads are able to provide assistance in real-time to the technician on their critical situation. Technicians are able to accomplish more time in the field by providing an appropriate solution. Moreover other benefits of the mobile app with field service management software are
- Scheduling the service call appointments
- Real-time alerts as scheduled jobs are in line
- Able to view the customer’s AMC and warranty status
- Customers past interactions history can be reviewed
- Have an access in real-time the spare parts inventory
- Real-time complaints completion record been notified to the seniors
- Eliminating the paper service reports receipts
- Able to interact with colleagues through the activities assigning and reassigning
- Able to create new complaint tasks in emergency
- Centralized way of storing the data and documents related to the service calls
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Automate the customer experience and engagement
Automation of customer service is not only focusing on providing support, but also the self service over website FAQ resolving common issues, without registering the complaint. Customers undergoing the FAQ and understanding the frequent arising issues and queries, which they are able to resolve by themselves. This helps them to avoid queues for getting small problems solved.
Moreover with artificial intelligence, companies are able to know the review of customers, who themselves resolve the issues. This is knowledge imparting about the product and its frequent arising issues getting resolved by customer engagement.
Engagement of the customers is also seen with the support team for the critical issues. Customers show their patience, expecting that the issue will resolve soon. They believe the company and its brand, wherein the company is promising, not to let down customer loyalty and losing them. This is possible with the collaborative work within the team and using of CRM for the service industry.
On completed complaints, the support team takes customer feedback and addresses it in the review meeting, about the frequent issues. Seniors take initiative along with the other departments production, quality, sales and try to nullify the issues arising in future.
Retention of loyal customers & their satisfaction
Majority of the customers are not happy because of the late arrivals of technicians after registering the complaints. Responses to the critical issues are not taken seriously and leaving the issues incomplete.
Service management software India has been seeing these scenarios. It is commonly observed, the reason behind this is automation is implementation of CRM for service industry, which is not available in service oriented companies. Customer support team are receiving the issues from the customers, poor scheduling of the task, lack of field technicians management, no tracking of the complaints.
CRM for service industry is helping to automate the field service process. Technicians are streamlined and complications of not receiving the customer complaints in time is resolved with the after sales service management software.
Automatic customer notifications on registering the complaint is received, task is aligned through the mobile CRM app and work round the complaint by resolving the issue. GPS tracking helps the support managers to track whether the customers’ complaints have been attended and resolved.
Timely resolution provided to the customers, the company is able to retain the customer loyalty. SalesBabu CRM software for the service industry is having exciting features to automate the field service technicians. Customers can log their issue directly and track its progress.
Today the service industry is automating their service department. Just by automation of field service management software, the service team is ready to start using the field service automation tool along with the mobile CRM app. This will reduce the workload of the technicians, speed up service calls and reduce the missing of the manual taking complaints. With the SalesBabu CRM software for the service industry, which is offering the customers to have a better customer satisfaction experience, by getting the in time service, attending and resolving the issues fast.
Many of the companies want to initiate an automation of the service department for better process management. SalesBabu CRM for the service industry has an option of BYOD or bring your own device and start accessing the CRM anytime, anywhere.