They field service requests, route your technicians to the correct job site, and handle communication between your techs and the home office. And their duties don’t stop there - your dispatch team plays an integral role in managing customer expectations, and ensuring accuracy on-site. So what happens when your dispatch team’s communication methods are outdated and inefficient? The result could mean more than poor customer satisfaction and escalated job costs, it could mean losing out on more client opportunities and growth. Here’s how to upgrade your service dispatch process and get the edge on your competition:
The Internet of Things (IoT) is transforming the relationships between companies and their customers, and the digital revolution has only just begun. Delivering value to the customer has been redefined by user-friendly digital tools, immediate access to records and entitlements, and machine-to-machine communication. The best way to improve the customer experience is to ensure your service cycles actually serve the customer the way they want to interact with you, and today this means that the same mobile phone and internet technology in our daily lives is also driving business demands.
If there’s anything companies struggle to tame, it’s the customer experience. After all, the experience your customers have – especially when they have urgent issues and problems – drives their overall customer satisfaction. The explosion of everyday digital tools and communication channels has exponentially expanded the methods customers can use to contact you, commend you, mention your name, and relate their experience with you to a virtually unlimited number of people. Smart companies need to get behind the wheel to manage the customer experience and keep it on track for success.
The business world is evolving at a quicker pace than ever before, and the volume of customer service requests and fulfillment challenges facing companies are growing exponentially. That is why good workforce management software is no longer a luxury 2017 purchase, but an essential component to a successful and efficient service based company. Here are six examples how workforce management software can help improve your company’s customer satisfaction and ultimately profit.
Break the logjam of service issues and get the customer experience journey back on track
What if you could improve your customer retention by more than 25%, boost your SLA compliance by more than 40%, and raise your first-time fix rate by more than 30% with one strategic decision? What if that one decision was also the key to unlocking your segment with simplified service delivery and maximized profitability?