Field service teams can make a difference in business growth and help prevent stagnation. Advanced technologies can help field service teams to deliver great customer experience in collaboration with field sales teams. The impression field service teams make really matters the most. So, companies are working for better ways to manage the field force and the mobile teams. This also means the performance of the sales team and service teams have to be critically assessed. To that objective a self-evaluation can be done by management on the strength and weakness of the teams.
Mobile Resources Management (MRM) – Today’s field force faces many challenges in coordinating dispatch and scheduling technicians. There’s a lack of understanding and analytics to assess how much of satisfying of customer demands are done. Here the key performance indicators have to be specified, if assessment has to be done for the teams involved and also for RoI to be calculated for the organisation. Increased visibility and fulfilling of orders help to boost customer satisfaction. This is where mobile resource management tools and software are needed to improve processes and efficiency, which all leads to better customer experience in the end.
Evaluate and Change – With the help of software and related technology, like that of Trinetra’s MRM, a lot of data can be captured that can be put to good use to evaluate performance. The ability to study the data and gain invaluable insights, will make significant improvements to your operations and processes. Evaluate your business – from beginning to end – your service request intake, scheduling, dispatching and fulfilment process and find the gaps.
Changes can be made based on the geography, product or service category and customer size. Calculate the timeliness of your field service, the number of times service is needed by customers and how much time is spent to get the right information to do the job. All this will percolate to enhancing the Customer Experience.
Any business or company will profile its customers based on its experience and offerings. Field service will usually be structured to address this customer profile and when optimised will translate to better Customer Experience. This also helps in customer retention and referral business leads and opportunities.
Earlier field sales and service personnel have worked in highly manual ways unlike office workers who have moved from desktops to cloud-based applications. Field force management systems and solutions like what the Trinetra iWay offers can help to change the working conditions of a mobile field force. The solution empowers them with technology to enable them to deliver what is expected from them.
Choose your solution from Trinetra iWay’s mobile resource management software on offer. Effectively deploy sales or service teams on the field to yield better customer experience. To know how a mobile resource management solution supported with a mobile app can serve you and your customers better, please visit https://www.trinetraiway.com/ (website). You can request for a demo too. Or leave us an enquiry and we’ll contact you.