Improving Customer Experience with GeoPal

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.

What trends emerged in 2018:

As mentioned in the Resistance to Change blog, technology is making all our lives easier, both at home and at work. The following trends in technology and how we use it, especially in the service industry, have dominated throughout 2018.

Internet of Things (IoT)

The Internet of Things (IoT) refers to physical objects - sensors, vehicles, home appliances, wearables and more - that are connected to the internet so that they can transmit data online. Smart connected devices allow technicians to perform their job faster and to a higher standard. An example of IoT sensors being used with GeoPal at present include the following:

  • Traffic Solutions Ireland use sensors to monitor traffic light outages, automatically create a job and alert the nearest technician to complete it.
  • Wexford County Council uses sensors to monitor the PH levels in the water to detect pollution and automatically dispatch a worker if there are any issues.

Automation

Automation in terms of Field Operations Management isn’t about automating the role of the field-worker, rather it’s about automating tasks such as job scheduling, route planning and invoicing, in other words, the cumbersome time-consuming admin tasks - allowing focus to be placed on customer satisfaction. As discussed in the IoT point GeoPal can automatically schedule and dispatch jobs based on sensor triggers, it can also automatically dispatch regular tasks such as an inspection once per week for example. With automatic notifications, for example, less input is required from the customer which will prove to be less of a headache for them.

Gen X / Gen Y:

We have touched on it briefly before but the introduction of digital natives into the workforce changes the ascetics of how it operates. Digital natives are people that were born or grew up with technology and are familiar with smartphones, tablets and the internet from a young age.  Handing them a pen and paper to fill out details about servicing a machine is alien to them. With this, the introduction of Field Operations Software has become even more prevalent in 2018 - we’ve seen this through the increase in organisations looking to implement a tool like GeoPal. As well as employees, your customers expect technologies like this to be used with the ability to email over an invoice immediately after the job is completed for example. This is just a simple workflow step in GeoPal!

Trends come and go, but we are moving further and further towards a technology-driven world every day, you may even argue that we are already there.

Overall, having the ability to improve customer experience is extremely important in order to increase revenue and improve or maintain your brand reputation. Field Service management systems cover one area of this, the correct processes also need to be in place but empowering the customer-facing staff is definitely a great starting point!

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