Improving customer satisfaction while optimizing resource productivity is a challenge. In the past, if you spent a lot of time with a customer to make them happy, resource productivity decreased, or vice versa. If you tried to fit a few more appointments into each day, you might compromise on work quality or customer interactions. Today, with Microsoft Dynamics 365 for Field Service that enables digital transformation, every small and medium field service organizations can finally improve customer satisfaction while simultaneously improving resource productivity. When organizations transform the typical onsite service care experience into positive customer engagements, they build loyalty, encourage brand advocacy, and improve their bottom line
Today, with Microsoft Dynamics 365 for Field Service that enables digital transformation, every small and medium field service organizations can finally improve customer satisfaction while simultaneously improving resource productivity. When organizations transform the typical onsite service care experience into positive customer engagements, they build loyalty, encourage brand advocacy, and improve their bottom line.
Important reasons why it pays to transform your field service organization:
Service comes before brand: According to the Harvard Business Review, a dramatic shift has taken place over the last ten years, in which the relationship that businesses have with their customer have become twice as important as brand value in determining an organization’s overall worth. Due to technological shifts, customers are less likely to be loyal to a brand name and more likely to differentiate based on service. At the same time, technology has given companies more direct access to customers, making it easier to provide the personalized service they expect.
It’s easy to impress: Organizations that operate in the field are in a unique position to impress customers and to set themselves apart through personalized service mainly due to the “high-touch” interactions that occur regularly. Each time your company quickly resolves an issue for the customer, effectively responds to their problems and makes their business run easier, you build positive sentiment. Service organizations can do this in many ways: by making it easy for customers to schedule service, offering real-time updates on when to expect service and updating the customer when a technician is on route.
Technicians can be marketers, too: Positive customer experiences produce repeat customers and referrals. These days, technicians are some of your best marketers and salespeople. The bulk of the customer experience occurs during interactions with technicians, so interactions that go well or exceed expectations build valuable relationships with individual customers and may lead to capturing new leads or opportunities in the field.
By utilizing the rich features of Dynamics 365 Field Service, your field service transformation will be well on it’s way. This will provide your service business with a deeper understanding of your customers while improving customer service and technician productivity.
Concept and D365 Field Service
Concept specializes in all aspects of the field service industry. We would like to show you the powerful features offered in Dynamics 365 Field Service or MobileDynamics for Navision. To learn more about how we can improve your field service capability of your organization.