Customer experience, and in turn, satisfaction is an essential element for any organisation. If you have a field-based workforce, for example, service technicians, they are the face of the organisation, and often the only company representatives to meet a customer face to face. It makes sense, therefore, that they should be armed with the proper tools and information to deliver the best experience possible to your customers.
Equipping your team with an intuitive Field Operations Management Solution like GeoPal allows them to receive and accept the job, arrive on time with an integration to Google Maps, complete the job as appropriate following a set of pre-defined steps and access all previous information about the job/customer at the touch of a button. There is nothing worse than technicians visiting you that do not know what was/wasn’t completed on the last visit! We also have a number of customers that have integrated with CRM systems to note upsell opportunities while on site and payment systems so that card payment details can be taken while at the job - we will have another blog on this very soon.
Implementing a field operations management solution is an effective way of managing your team - jobs can be scheduled based on skills, route optimisation and availability, they’re completed using a list of pre-defined steps ensuring consistency and dashboards make management reporting an easy task. With GeoPal, your field service technicians will have access to all relevant information while on-site including notes from previous visits, details about work completed etc.
Field service management is certainly not a new phenomenon but there have been some noteworthy changes over the past year or so with some more trends emerging towards 2019.