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The Buck Doesn’t Stop at Sales: Integrating Team Communication

Industry competition continues to be one of the most challenging aspects of sustaining a successful field service operation. As the idea of brand or company loyalty is driven now more by convenience and better savings, field service organizations and service technicians constantly have to grow, adjust, and change to meet the endless demands of today’s consumers.

The best ways to optimize service, improve customer satisfaction, and build lasting relationships with your clients is to collect information from every event within the lifetime of your relationship with a customer, use the data to improve operations, and facilitate communication of the information between the sales and field service teams. Service technicians are most often faced with immediate customer needs, common complaints, and real time reviews – information which could significantly improve and optimize the ways in which a sales team is able to conduct their job.

The best ways to optimize service, improve customer satisfaction, and build lasting relationships with your clients is to collect information from every event within the lifetime of your relationship with a customer, use the data to improve operations, and facilitate communication of the information between the sales and field service teams. Service technicians are most often faced with immediate customer needs, common complaints, and real time reviews – information which could significantly improve and optimize the ways in which a sales team is able to conduct their job.

Alternatively, a sales team is often able to establish an immediate relationship with the customer. They learn important details that when passed along to the field service team, can further personalize the experience for the client. When customers feel like they have made a connection with a company, that relationship is more likely to create lasting loyalty.

By establishing a partnership between the sales and service teams, companies can take advantage of opportunities to increase sales as well as improve overall customer satisfaction, which is the number one metric measured now by top performing field service organizations. See our latest infographic on top KPIs measured by best practice field service organizations. 


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