As we move towards building the recovery from the Covid-19 crisis, we look to a world of digitization which enables the engagement of customers without human interaction. The field service management which took to dealing customers face to face or in person has changed flip flop. Although the face to face option is long been preferred and acknowledged by businesses everywhere, the new normal now face in 2020 has changed the rules of engagement drastically.
However, we can’t underplay the importance of human interaction that field service visits provide but it surely can be supported by a digital initiative in the present circumstances where the demand for contactless service calls is up alongside a background of reducing costs and expenses in service.
A Tool That Becomes a Competitive Advantage . According to industry experts, as digital experience turns more ubiquitous, field service management software has become a dedicated tool to engage customers for continuance of the company’s brand equity. As digital applications become a critical tool in communicating with the customer, Companies that had been able to deliver a memorable service during the pandemic can support their recovery plan with this competitive advantage.
A Tool That Creates Value Addition. Experts opine that Automation helps to reduce the burden at lower levels that don’t add value to the service directly. The human operator is important to do innovative problem solving by understanding customer requirements. Using the soft tool, service teams don’t lose sight of the customer, with remote monitoring and maintenance capabilities. The proactive strategy is predictive service delivery, and not reactive service, is essential to value creation. Field force automation software can use data analytics to predict in real time and alert service teams of potential problems and also improve customer satisfaction.
Optimisation of service and life of equipment. A Forrester report says that 40% of companies are not sure if they are retiring equipment prematurely owing to lack of data insights. This is where the digitisation and software can help field service teams to proactively help customers to optimise equipment life. Analysing service data will give the service team the info to offer advice and recommendations to customers. This positive customer engagement can lead to an upgrade of equipment, or renew service contracts, thereby building value and a bond in tandem. Communication done by service staff is key to building a presence and trust in the customer’s mind.
Meeting the Shift in Customer Preferences. The digitization of our world has brought increasing in-built or embedded capabilities in sensing and data collection of equipment can be communicate to service teams via technology, like a customised mobile app, when it’s connected or even in real-time by a versatile service management software. The field service technician is thus furnished with all necessary information, like better customer knowledge and history of service, etc., valuable to deliver a better experience at the customer point, especially when the call is scheduled as per the restrictions being observed during the pandemic situation.
Remote Engagement & Limiting Visits. Remote diagnostics through voice or video sessions uses latest tech, and now increasing preferred. Although a screen and voice presence, it offers a virtual presence of the technician via video and voice instruction delivered using software resources. So, investing in tech with customer centric management and communication can limit visits and enhance the non-site experience.
Automation of field service aims to schedule and execute service on site while managing social distance. It can minimise the count of visits by putting the right technician to attend that complaint or issue. Location tracking with arrival notifications enable customers to be the point of service at a predetermined time and reduces points of contact.