Return to blog


shutterstock_546452908_sm.jpg

From the board room to the mail room, the drive is on in every company to cut costs and increase efficiency. Automating formerly manual tasks also reduces human error, and in a field service company, Mobile Workforce Management Software (MWFMS) solutions help manage operating costs in the face of these rising demands.

For example, the expense of manually providing a exemplary level of high-contact service is prohibitive, e.g., locating and procuring inventory, managing assets, rerouting personnel, dispatching for second and third time fixes, managing work flow for multi-job projects, and working from inaccurate data.

The fact is, today’s MWFMS is a data-driven, finely-tuned engine, providing trail-blazing levels of detail, customization, and control. The best Mobile Workforce Management Software (MWFMS) solutions manage workflow, reduce waste, manage a hybrid workforce, and measure ROI.

With all that said, in the mix of spreadsheets and balance sheets, there is one puzzle piece that field service providers often overlook. The end-using customer.

Whether an organization serves large commercial customers or deals directly with consumers, customer empowerment is no longer just a trend you can ignore. Thanks to rapidly increasing technology overall and in any industry the resulting lowered barriers to entry for small upstart companies, customer experience is an expected piece of your service offering -- and a critical component to succeeding in today’s marketplace.

Organizations leveraging their MWFMS to implement best-in-class 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.

Research confirms that customer experience leaders outperform the market. Quality of customer experience touchpoints drives today’s Net Promoter Score (NPS) and Customer Lifetime Value. “Customer-centric companies achieve higher organic growth rates and lower costs,” says Steven A. Kandarian, MetLife Chief Executive Officer.

Best-in-class organizations are investing in technology and knowledge capabilities for their field service teams, allowing them to deliver superior service and more first-time resolutions in this new age of customer expectations. These tools not only provide regular insights into field operations, they also enable reporting for measurement and continuous improvement.

A centralized MWFMS system that automates input when managing high-value accounts can increase customer satisfaction and reduce the cost of labor and human error. It also helps build trust and loyalty, as well as create a relationship receptive to upsell and cross-sell opportunities.

Leveraging a MWFMS solution results in incredible capacity for capturing expanded sales opportunities through increased productivity and better customer service. MWFMS helps maximize availability of high value equipment, support high volume transactions, and optimize high cost personnel – thus revealing new growth potential for earning market share and generating revenue.

ServicePower’s innovative, effective MWFMS improves the customer experience and boosts the lifetime value of each customer by generating new revenue streams. ServicePower’s advanced, high performance solution enables incredible efficiencies and information availability, including valid entitlement, work order history, and intelligent dispatch of the right technician for the job.

In fact, ServicePower is the only MWFMS platform that is instrumental in transforming both business and customer outcomes – thus ensuring businesses and their customers are taken care of quickly and efficiently, improving customer satisfaction and, ultimately, retention rates.

Topics Blog
Charis Warchal | Service Power
is an award-winning writer, strategic planner and corporate communications Vice President with a successful record of integrated program development, implementation, and evaluation.