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The Service Logjam

Written by Charis Warchal | June 08, 2017

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?

Effective, efficient, and noteworthy customer service is the linchpin to earning customer loyalty and developing a rewarding customer lifetime value – yet many organizations fall short when it comes to service delivery. Is your customer experience journey the competitive differentiator it needs to be for you to take the lead over your competitors?

The need for knowledge management tools is a critical challenge facing even best-in-class companies, as customer expectations rise and workforce demands require centralized functionality. Top performing service organizations help the entire team find the right answers to customer issues and ensure problems are solved in real time.

That’s why organizations leveraging Mobile Workforce Management Software (MWFMS) to implement customer service tools can outperform their peers in key metrics, including customer retention, SLAs and other contractual commitments met, minimized equipment downtime, and first-time fixes.

Metrics and measurement show the connection between an investment in high-performing customer service solutions and customer satisfaction that pays off in both the short and long term. According to Aberdeen Group research, best-in-class companies with superior knowledge management solutions achieved a customer retention rate of 89% vs. 71% for companies without technology. These companies also reached an 86% SLA compliance rate (vs. 60%), and a remarkable 80% first-time fix rate (vs. 61%). 

Taking advantage of today’s MWFMS solutions is a strategic decision with an immediate ROI – which only continues to grow with increased leverage of its key benefits, including intelligent dispatch of the right technician for the job, optimization of high-cost personnel, real-time access to customer records, and a quality of service that your best customers are expecting. With an unprecedented level of visibility across customer and crew, these powerful, optimized solutions fill the gaps in field service execution and improve the customer experience to decrease wasted resources and generate loyalty and sales.

Over time, increased productivity and better customer service pays for itself, since it costs five times more to acquire a new customer than to retain a steady account. What’s more, with integrated data only available from a next generation system, you have unprecedented access to insights that reveal new growth potential for earning market share and generating revenue.

ServicePower’s innovative, effective MWFMS can seamlessly improve the customer experience and boost the lifetime value of each customer. The solution is cloud-based, with one underlying consistent platform, and is fully extensible to other existing compatible databases – thus enabling connectivity all the way from back office systems to customer self-service tools. Its configurable user interfaces and views facilitate real-time alerting and collaborative dashboards for quicker problem resolution. With a framable consumer module that can be embedded in your own website, ServicePower is the only solution that fully integrates front and back end data.

In the battle for market share, optimized data-driven customer service strategy is the most effective investment you can make.