Field Tech Visibility: is my refrigerator repair delayed by a Big Mac?

Field technician accountability and organizational visibility – does one help the other?

When consumers sign up for service – installation, repair, or maintenance – they want transparency into their service, accountability from their technician, and, ultimately, exceptional service delivered – on time.

After all, your brand’s promise is on the line.

When a major appliance manufacturer deployed ServicePower’s field service management solution, it was excited to be able to provide its customers with visibility into their service calls – things like ETAs, the technician’s name and picture, and updates on any unforeseen delays.

When one of the OEM’s customers checked on a technician’s whereabouts, they were surprised to see the tech’s location not moving – for minute after excruciating minute – while waiting for the service call to begin as the morning dragged on.

Through GPS tracking, the manufacturer was able to easily discern that the technician was “stuck” in a McDonald’s, not en route to the customer’s house.

That new, enlightened visibility was another step toward improved workforce productivity.

Along with enhanced technician accountability and customer visibility.

ServicePower’s Customer Self-Service not only provides a superior experience for customers, but other operational improvements as well:

• 40% increase in customer satisfaction
• 30% increase in jobs completed per day
• 30% increase in first-time fix rates

And 100% fewer Big Macs consumed on the job?

Not verified, but we think so.

You can learn more about how ServicePower's Customer Self-Service can transform your field service by booking a demo today.