Leveraging CRM to Win at Field Service
Organizations with field service representatives have to manage a number of moving parts—incoming customer service calls, technicians in the field, trucks on the road, products and parts in inventory, service-level agreements (SLAs) with customers, invoicing, and much more. In their quest to improve customer satisfaction levels, field service organizations—companies with resources employed at or en route to the property of clients—face a number of hurdles, not the least of which is matching the right technician to the right job. For field service organizations, customer satisfaction is the key driver for retention and profitability.
CRM Tools Position Field Service Organizations to Succeed
Thriving field service organizations are relentlessly focused on taking care of their customers. As such, they are always striving to find the right people and technology to improve the customer experience. Even in today’s cloud-based, collaborative computing environment, some service calls are still tracked on isolated spreadsheets and sticky notes. In contrast to this siloed approach, CRM systems offer everyone in the organization a real-time view of all customer interactions.
A CRM system is a critical component of a well-oiled fi eld service machine. Customers don’t want to be bounced around, endure lengthy wait times, or be forced to schedule repeat visits to resolve their service issues. Progressive CFOs are leveraging customer data to update businesses processes, such as scheduling technicians, allocating appropriate resources, and streamlining invoicing. If just one more service call can be scheduled per technician per day, the result is more effi cient and effective customer service.
This eBook will examine the ways that field service organizations can benefit from modern CRM systems, including:
• Improving customer service and driving profitability by optimizing resources and scheduling
• Enhancing service with a holistic view of the customer relationship
• Consolidating and analyzing client data to enable smart business decisions