ServicePower recently published predictions for Top Trends in Field Service for 2025, with heightened customer focus on the list.
Companies that perform field service understand the critical importance of customer service in retaining customers. It’s a trend that has been influencing the field service industry for years, and it’s not going away. In fact, we predict that today’s current state of economic uncertainty will cause a greater need for building customer alliances through positive experiences. In turn, customers will expect to be enchanted, placing more demands on companies to provide customers with personalized attention and avoid missteps, such as late arrivals or stock-outs on parts.
Providing the minimum level of customer support is no longer an option. “As customers explore options for the services they receive, aftermarket service providers will need to get better at delivering more than just the minimum to enable the field service team to become experts on engaging a customer in a special and personalized way,” a recent IDC blog says.
IDC goes on to add that heightened competition also forces organizations to step up their customer focus. “Meeting minimal requirements is quite profitable for the service organization but can be short-sighted as competitors enter the market and begin to offer service, support, and enhanced experiences of the same or better quality.”
Software supports customer focus.
Fortunately, modern field service management solutions help organizations align with customer expectations. Here are six ways technology helps organizations provide positive customer experiences.
Self-Service. Customers today want self-service tools such as portals that allow them to submit service requests online, plus schedule or reschedule service calls, and track when technicians are on route.
First-time fix rates. Customers want repairs to be made quickly. Access to critical information, such as parts availability, helps technicians make well-informed decisions and resolve service orders as efficiently as possible. Optimized scheduling and intelligent dispatch also contribute to technician productivity and the timely resolution of service calls.
Reliable Arrival. Accurate arrival windows—updated as needed—help customers know when the technician will arrive. A narrow arrival window is possible with advanced scheduling functionality.
Communication. Collaboration tools allow technicians and customers to communicate about service requests and issues that may arise, such as arrival windows, parts on order, or availability of replacement units.
Knowledgeable. Customers want to feel understood. With quick access to account details and service history, call center agents and technicians can be more responsive to customers--without asking the same questions over and over.
Reports. Highly flexible reporting tools allow managers to tailor KPIs and monitor customer feedback. Tracking customer satisfaction levels helps to identify downward trends and take corrective measures.
ServicePower’s AI-powered field service management suite provides the functionality needed to build customer relationships. You’ll be able to enhance processes throughout operations, improving efficiency and enabling call center agents and field technicians to be more attentive to customer expectations. Providing positive customer experiences can become the differentiator that sets your organization apart from the competition. Learn more here.