When is the right time to invest in service technology?

The service industry is exceptionally competitive. So, doing everything you can to enhance your operations and exceed the expectations of your customers is fundamental to the future of your business.

The key to such on-going improvement lies in cloud-powered service technology. Indeed, having the right digital tools will help you to:

  • Improve efficiencies and reduce costs
  • Deliver a higher standard of customer service and, in turn, boost customer loyalty
  • Maximise your profits

And doing all this helps you to stay competitive in today’s market.

Let’s take a closer look.

Improve efficiencies and reduce costs

Today’s technology allows for a seamlessly connected operation, with minimum human input. In fact, connectivity improves collaboration, streamlines processes and secures data, so you get the job done quicker in the most cost-effective way. For example, our mobile worker app removes the need for mobile workers to come into the office to share business-­critical information. Instead, everything they require can be accessed remotely.

Your back office staff can choose the right engineer based on geography, skill set, customer SLAs, or response times, and deploy their work schedule using the app. Jobs are then sent directly to your engineers’ mobile devices at the start of their shift; prioritised by location, urgency, etc.

What’s more, each assignment comes complete with all the information your mobile workers need, including customer address, contact information, job notes and history, images, and any site access instructions. If they click on the postcode for the job, the App launches Google Maps which they can then use as a Sat Nav tool. Schedules can also be updated during the day should priorities change, with alerts sent to the relevant engineers. Once done, jobs can be marked as complete or flagged for further action.

Ultimately, you can rely on software to send a nearby engineer, with the right skills and the right parts for the job. And by automating your processes, your engineers complete more tasks per shift with less time wasted between jobs.

Deliver a higher standard of customer service and, in turn, boost customer loyalty

The most effective way to boost customer satisfaction and loyalty is to provide your customers with the best possible service. And such service-excellence should start from their very first interaction with your business.

From a quick and hassle-free booking process, to updates every step of the way, to getting the right engineer with the right parts at the right time. If you invest in service software that allows you to do all this, you’ll provide customers with a painless and favourable experience right from the off. And that takes us to…

Maximise your profits

By improving your efficiency and customer experience, you will naturally increase your profits through retention. And, when you consider that it costs six to seven times more to obtain a new customer than it does to keep an existing one, keeping your customers happy and retaining a more significant percentage of your business, for a longer lifecycle, is just good sense.

So, when is the right time to invest in service technology?

Put simply, if you don’t invest soon, you are at risk of being left behind. It might seem like a hassle but in an increasingly digital age – where customer experience is everything – the price of doing nothing is likely to be one most businesses can’t afford.

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Deliver a better service to your customers – all for one affordable monthly payment. For more information on how our service management software can help you to work smarter, contact us today for an informal chat.