The field service industry is undergoing a massive transformation. Gone are the days of paper schedules and forms, inefficient back office processes, and toting around a heavy log book to each appointment. Instead, modern technology is being leveraged to provide quick, effective bookings, automate simple administrative tasks, and provide other solutions that make life easier for workers, managers, and customers alike.
There are several key factors that are currently driving change in the field service industry. While customers are demanding more from their service providers, the number of qualified technicians who can provide those services is shrinking, and companies face constant pressures to grow revenue along with efficiency.
Increasing Field Service Demands from Customers
Ninety-seven percent of field service customers say a great customer experience is an important factor in their loyalty to your brand. Today’s customers know what they want:
- Scheduling for them: Customers want vendors to work with their schedules and not be expected to block off their calendars all day to accommodate someone they are paying.
- Online scheduling: Giving customers an online portal to quickly cancel or reschedule an appointment makes working with you easier and a more convenient, which sets certain field service providers apart from the rest.
- More precise scheduling: Today’s customers don’t want to wait around for a service time window—they want to know exactly when their technician will arrive.
- Preferred technician: If the customer had a great prior experience with a certain employee, why change a thing? Customers want to build a relationship with field service professionals that have served them well in the past.
- Job status updates: Just like tracking a package delivery, customers like the ability to “track” their technician or receive real-time updates on the status of a job, keeping them up-to-date on delays, arrival time, and more.