Trust your tech? Trust the business.

Many consumers have become skeptics, questioning the validity of product value, casting doubt on big claims, and reluctantly engaging in long-term commitments with a thick cushion layer of caution. We shop with a frown and a stick for poking holes into claims too good to be true. This strained atmosphere can spill over into the field service industry, creating a barrier of distrust between the customer and field technician. For the service dispatch to be successful, the technician must break through this wobbly wall and instill confidence that the repair will be completed in the most appropriate way.

For most customers, the technician must arrive on time, appear knowledgeable, make objective recommendations, and complete the repair on the first visit. It would also be nice if this could be done without tracking mud on the carpet, interrupting Rover’s scheduled walk, or uninvited ongoing commentary on sprockets, robotics, and GTA avatars.

That’s a lot of pressure on the technician.

Fortunately, having access to modern field service software makes relationship-building with the consumer possible. Technology can help with the critical criteria listed above—and more. Here’s how:

On-time arrival. Modern service management solutions optimize scheduling, accurately projecting a narrow arrival window for technicians. Smart solutions update the schedule in real-time through the day, adjusting the arrival time as needed so there are no surprises for customers and Rover doesn’t have to miss his walk.

Communication. Online portals also help foster communication with the customer, allowing the customer to request service or cancel/reschedule an appointment. The technician, too, can use the portal to communicate with the customer about possible delays or questions about the address.

Product knowledge. Access to information about the service request, the product, service history, service agreements, and any recalls or updates from the manufacturer helps the technician play the role of a reliable advisor. Exhibiting knowledge about the product helps position the technician as an expert who can be trusted. This expertise eases the concerns of worried customers.

Reliable advice. Technicians can make recommendations on repair-vs.-replace decisions, including possible upgrades and add-on purchases. With modern mobile solutions, the trusted service technician can also sell products and service agreements from the field, including processing credit card transactions. The added revenue can boost profitability—without hurting on-site efficiency.

Fast resolution. Customers want the repair to be completed on the first call. Repairs typically require spare parts or replacement units. A well-equipped service van will mean the repairs or replacement can be done immediately.

Parts orders. If the spare part has to be ordered, access to a parts fulfillment solution can help speed searching or ordering for parts, expediting the process—even if the part is from a discontinued unit.    

Accurate billing. Modern field service solutions help track technician time and parts used so the invoice is always an accurate reflection of the service call and its resolution. Customers feel confident that the cost of the service call is accurate and fair.

With the right software in place, the field service technician can build customer loyalty, encouraging repeat sales and referrals. This kind of positive experience is a welcome relief for consumers. Every homeowner has had—or heard about—contractor experiences that were disconcerting, inconvenient, or good material for a comedy routine. So, a successful repair—with no muddy footprints—is memorable. Plus, Rover can get his daily walk-in, and the technician will be ultra-focused on relevant products and parts, not sprockets, robotics, GTA avatars, or Dungeons and Dragons campaigns.      

Elevate your customer relationships with trust. Talk with one of our experts to learn more about how to empower field technicians with field service technology.