When to communicate with your customers

In a recent post, we looked at how businesses can make sure that their customers are happy. In this article, we discussed how providing regular access to information is crucial. But when looking to provide a superior service to customers, what instances should you use as an opportunity to connect?

Job updates

Make sure you let customers know when a job has been booked and when they can expect you to arrive. For example, SMS technology can be combined with back-office software and used to send automatic messages to customers.

With our job management software, it’s easy to keep track of jobs. And because you always know what’s happening, sending an update or report to a customer takes seconds.


Once you have told a customer what to expect, you should also make sure you inform them if there is a delay or any change.

With Google Map integration, our scheduling software enables live location tracking. So you always know where your engineers are. Furthermore, if there are roadworks to avoid or delays that could impact your productivity, you’ll have all the information necessary to keep your customers updated.


Nothing is likely to frustrate customers more than feeling as if they are being ignored. So, if they have alerted you to a problem, make sure you acknowledge this, and provide regular updates about how you are addressing the issue. How you deal with a service incident is crucial to maintaining customer loyalty and goodwill.


Proactive service supports long-term business success. So, make sure your software knows when a customer needs a service or upgrade and sends reminders telling them that this is due. To make sure you don’t annoy customers, this reminder should be provided in the manner that best suits them (e.g. email, text, etc.).

Our PPM software lets you set the frequency of planned maintenance contracts, so you can quickly and easily see any visits due.


You can get in touch with customers to promote a new service or a special offer. Just make sure that they have agreed to receive marketing communications to ensure compliance with the General Data Protection Regulation (GDPR).

Invoice reminders

Service management invoicing software can be used to remind customers that invoices are due for payment or overdue.

Customer feedback

Look for opportunities to let customers tell you how you are doing. Just make sure that you make it easy for them to feedback on the service they receive. You must also use this knowledge to address any issues and improve.

Real-time data

As well as regular updates, you should also consider using customer portals so that customers can see their real-time data whenever they want. This also reduces the burden on your support team as customers become self-reliant with their queries without having to pick up the phone or send an email.

Want to see how technology can help you keep in touch with your customers for one affordable monthly payment? For more information on how our service management software can help you, contact us today for an informal chat.