To Enhance Customer Satisfaction for Your Field Service Business, Calculate Your Net Promoter | ServicePower | Innovating Field Service
If you’re a field service manager or CIO of a field service company—whether it’s in property maintenance, telecommunications, healthcare or HVAC—you need to understand what your customers want, and how satisfied they are with your company and the service you deliver.  The challenge for many field service companies is getting a solid fix on how many of their customers are satisfied, and how many aren’t. Fortunately, there’s a relatively simple way to find out. It’s called “net promoter score (NPS).” Established by Bain & Company in 2003, NPS provides the objective measure of customer loyalty so many field service businesses are looking for.

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There’s more to efficiency than operational cost savings | ServicePower | Innovating Field Service
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.

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What it means to be customer-centric, and why you need to rethink your service delivery | ServicePower | Innovating Field Service
Unless your company is the only game in town and you have zero competitive pressures -- happens all the time, right? -- you know that you have to make your customers happy in order to retain their business.  That’s called customer service -- which used to mean the call center .... Now, thanks in large part to emerging technologies like the Internet of Things (IoT), Artificial Intelligence (AI) and Big Data, industry talk has evolved to a customer-centric “experience.” Does that mean you add voice response and a chat bot and call it a day?

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Customer Experience and Customer Satisfaction Have Become Priority One | ServicePower | Innovating Field Service
86% of buyers surveyed stated that they would pay more for a better customer experience. While they didn't say they would pay more for a product or service, they said they wanted a better customer experience and were willing to pay for it. Those numbers came from some recent surveys and only speak to what businesses and customers already know - today's market is customer-driven. Nowhere is this more evident than in the  field management industries, but it has always held more importance in those arenas.

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Top 3 Field Service Metrics and How to Improve Them | ServicePower | Innovating Field Service
Field service management is a challenge for leaders who must coordinate operations through mobile apps, web-based platforms and on-the-go work forces. The right field service management software will help field service managers dispatch agents, track locations, schedule orders and review job statuses. And best fieldmanagement solutions will generate valuable data and metrics that can be used to enhance quality, communication, transportation and on-site customer service.

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