Improving Your Customer Relationships Through Gamification
Investing in a field service software that includes gamification is the saving grace for your business when it comes to incentivizing your workers and improving strenuous relationships with your customers caused by the Coronavirus pandemic. As we face the back end of 2020, it is time to take the learnings we have gathered from the disruption of our everyday lives and adjust to this new normal.
Field service workers did not stop providing service because of the pandemic and customers did not stop needing services, whether it was over the phone or in person. Field service managers have worked tirelessly to create a safe environment for both employees and customers during COVID-19.
However, with an uncertain end to these unprecedented times, people are starting to feel fatigued. People have grown tired of using mobile devices, tired of following strenuous rules and tired of engaging. How can field service managers guarantee they are providing their customers with qualified and loyal technicians that provide a positive customer experience? The answer: through gamification.
Benefits of Gamification in Field Service
Gamification is the process of taking something that already exists- like a software application or online community and using gaming techniques to motivate consistent participation and long term engagement.
Using a field service software that uses gamification is going to give you the best contractor network for your business and will lead to an overall higher customer satisfaction.
Field service software like ServicePower has created, gamifies service techs so that the best technician will be awarded more of the right jobs. This will leave technicians feeling fulfilled in their jobs and will lead to a lower turnover rate in technicians within your business.
If you have the technology in place, it is important to create a workplace with driven, skilled, and diverse technicians. Customer’s reap the secret benefits that gamification creates by illuminating those with the best skill sets for the job.
Here are four main benefits that gamification in field service will benefit your business.
Creating Qualified Technicians
The use of gamification in field service can really exemplify who it is in your workplace that has unique skills and a clean track record. This provides the business with the ability to deploy the ideal technician to customers and keep them satisfied. Skilled technicians like this can improve your first-time fix rate. By getting the job done right the first time, you save time, money and also form a positive relationship with the customer. Aberdeen found that 57% of customers want better first-time fix rates and if you can deliver that, your business is sure to reap the benefits.
Obtaining Consistent and Reliable Technicians
In a world where nothing seems consistent anymore, having a reliable technician means everything. Before the coronavirus pandemic took an impact on the field service industry, it was suffering from a shortage of technicians. The gig economy has forced companies to rethink how they structure and manage their workforce. Tapping into the gig economy allows for you to have resources outside of your immediate payroll and expand your service offerings and capabilities.
Consistent and reliable technicians are imperative, especially if they are on the younger side. The “graying” of the U.S workforce has had a massive effect on field service. Compared with the lack of people between the ages of 18-35 becoming field technicians and you have a huge gap between employable workers. Knowing that you have a handful of technicians that are always at the ready and will perform the best job is invaluable.
Having a Leg Up on Technology
Field service technology has changed the name of the game of the field service industry. Not keeping up with the technological trends in field service can be a catastrophic mistake. An intelligent workforce management system can assist in seamlessly managing a blended workforce, allowing everyone to have an opportunity to grow their career.
Investing in innovative technology that continues to adapt, such as scheduling optimization will not only ensure the best technician is on the job but could be the difference in retaining a good employee or not. Not to mention, tools like scheduling optimization can make it easier to provide zip code management during the COVID-19 pandemic to assure clients and employees feel safe and supported. Staying on the cutting edge of technology secures your ability to retain reliable and qualified technicians in your workforce.
Creating a Strong Contractor Network
Leveraging field service software with gamification provides you with technicians that are satisfied with their job. And what are those that are happy with their work going to do? They are going to tell their colleagues. ServicePower’s contractor network service has over 4,000 vetted independent contractors ranging across the United States, Canada, and the United Kingdom.
The use of gamification has helped determine the best of the best so that you are only getting high-quality and accountable independent technicians that you can leverage at your leisure.
By keeping a proactive approach to field service and your organization as a whole, you can expect to continue to delight your customers and provide a solid work environment for your employees. For more information on how to prepare your company for safety in the COVID-19 pandemic, check out ServicePower’s COVID-19 resource library.