Field Service Management Software for the best customer experience?

Author: Sebastian Street

The customer is the primary focus of any business, after all it's why you come into work everyday and it's why you made the decision to create your own company. That is, to attract customers and keep their loyalty by offering the best service you possibly can. In the field service management software industry in particular, customer interaction with the workforce is a big part of the job and traditionally service management was organised by dispatchers. This was fine but ultimately leaves room for error and misunderstanding, neither of which sounds great when it's being relayed as an experience from one unhappy customer to a friend.

The move away from manual scheduling by many companies in favour of an automated scheduling system such as field service management software, has proven critical for a company to increase the efficiency of its mobile workforce, but it is also a way of instantly upgrading customer relationships. Whereas with a non-automated service, appointments would be made, parts would be ordered and then collected, and any delay would have to be fed through a despatcher. Now customers are able to log their own appointments, updates are automatically available online and the technician can order parts when the job is logged – which means no misunderstanding, no missed appointments and no jobs left unfinished because a technician has to return to the office or depot to collect a part.

Cloud technologies – which are now a commonplace, robust and secure technology – provides an obvious opportunity for companies to achieve a high level of efficiency and productivity in an affordable manner. A number of vendors are now offering field service solutions that utilise the cloud to drive a business forward at a dramatically lower cost than traditional methods – which, given the multiple strains on a service department's needs and resources in today's market, it is perhaps even more important than ever to improve productivity, increase revenue or reduce costs.

When looking to implement any new technology such as field service management software, the question of additional solutions and the wider economic benefits of working with fewer, or ideally one vendor, is at the very least an area you should be exploring. Any software you decide to take a look at should have an already impressive track record, be proven to increase productivity across a mobile workforce and, quite simply, be capable of making service management simpler, smarter and faster.

Article Source: http://www.articlesbase.com/software-articles/field-service-management-software-for-the-best-customer-experience-6680126.html

About the Author

For more information about how field service management software can be used to increase workforce productivity, take a look at the approach of UK cloud field service software supplier Oneserve: www.oneserve.co.uk

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