Simultaneously improving customer satisfaction and resource productivity is a challenge. In the past, if you spent a lot of time with a customer to make them happy, your productivity decreased, or vice versa: if you tried to fit a few more appointments into each day, you might compromise on work quality or customer interactions.
Today, with Dynamics 365 for Field Service enabling digital transformation, field service organizations can finally improve customer satisfaction and improve resource productivity at the same time. When organizations transform the typical onsite care experience into positive customer engagements, they build loyalty, encourage brand advocacy, and improve their bottom line.
Top Three Ways Automated Field Service Can Boost Your Company’s Customer Satisfaction
1. Turn your Technicians into Marketing Whiz Kids
Technicians can be marketers, too: Positive customer experiences beget repeat customers and referrals. These days, technicians are some of your best marketers and salespeople. The bulk of the customer experience occurs during interactions with technicians, so interactions that go well or exceed expectations build valuable relationships with individual customers and may lead to capturing new leads or opportunities in the field. And with mobile integration, that information will be on your customer service reps’ screens in real-time.
2. Save Your Customers' Time
When you automate field service, your company saves time, but so do your customers. Connected field services allows an organization to detect, troubleshoot, and resolve issues remotely so technicians are dispatched only when necessary. In a traditional field service organization, the customer has a problem and calls to get it fixed. A technician is dispatched with the customer’s history and record of the concern call only. Connected field service eliminates the customer concern by attempting to complete self-healing repairs remotely before sending out a technician. Organizations can identify and solve problems at minimal cost before the customer even becomes aware of them.
When your customers have mobile access, they can place work orders, receive notifications when they’re scheduled, and monitor the resulting appointment. They can then be automatically updated on the status and location of agents and be prepared for their arrival. In the event of a conflict in schedule, customers can log in and reset the appointment to a more convenient time. And the agent can be routed to a new call, and as such, reduce loss of utilization.
That means customers have more control over how and when services are delivered, which leads to higher satisfaction. And service organizations get to collect clear, actionable data on customers’ preferences and interests – crucial data necessary for effective, targeted upsell and cross-sell messages.
3. Your Technicians Are Better Prepared to Serve Your Customers
Automated field service ensures that your technicians not only arrive to service calls with all the parts necessary, but they also anticipate other issues that may arise because of the reported problem. They can then create a consultative relationship with the customer is more meaningful than simply taking orders. Microsoft Dynamics 365 for Field Service also manages a customer’s Service Level Agreement (SLA), further improving customer satisfaction.
Learn How Microsoft Dynamics 365 for Field Service Can Boost Customer Satisfaction
For more information about field service automation, click here to check out our recent webcast which covers Microsoft Dynamics 365 for Field Service capabilities. Don’t miss Parts 1 and 2 in our Field Service blog series.