How Maintenance Service Providers Can Increase Service Efficiency

Modern consumers are not only interested in what you are selling but also in how you are selling and what happens after it has been sold. A Microsoft study reveals that 61% of consumers have switched brands due to poor customer service, and such moves have cost $1.6 trillion to US companies.

The problem is we are doing business in the era of commodity trap—means too many products and services are the same, it has become increasingly difficult for the companies to compete on the grounds of service quality, service efficiency, and customer experience.

The only way to outperform in such a market environment is to generate extraordinary customer experience throughout and beyond the sales and service journey.

In order to do so, you need to have a 360-degree view of your entire maintenance service delivery process in order to get inside knowledge of what is working in the favour and what requires significant support.

Getting such a view is difficult without the help of digital tools like a Maintenance Management System Software. A well-designed software with features that address your key business requirements could help you improve service efficiency along with the quality of service delivery.

However, simply using tools would not help you achieve your business goals and resolve the challenges. You need a blend of tools, people, and strategy to get the road the clear for your success.

Here we have recommended 3 key ways how maintenance service providers can improve service efficiency.

1. Gain Visibility in the Service Delivery Process

With visibility in the service delivery process, you can take the right decisions at the right time. For instance, you could see what is happening in the business in the real-time, where is the particular member of your team, how many clients the individual member of your team visits in a day, and so on.

When you have these kinds of information, you are in a better position to rate your team on the productivity scale, set metrics, and push for strategies that help your field service teams in achieving the service goals.

2. Empower Field Service Teams

Automation in sales has just become indispensable. From marketing to lead generation to prospect engagement, there are various tools to manage the quality and efficiency of maintenance service delivery.

Day to service activities need automation such as real-time lead updates, functionalities like a reminder with follow up notes to engage with customers, a collaboration platform between operations team in the office and service team on-site and smooth communication across various departments.

You can use the maintenance management app to empower your teams with functionalities like live tracking of field technicians, real-time status updates, reminders and notifications, on-site payment settlement and invoice-generation.

3. Focus on Existing Customers for More Business

In the maintenance service domain, a considerable share of business comes from existing customers. To ensure that customers do come back to your brand, effective customers’ account management is needed. But without automation, keeping tab of the upcoming opportunities from existing customers is a complicated process.

Automation-enabled account management helps in tracking the customer throughout the service cycle and also after that. Automated reminders can be set for routine maintenance work and the notifications for the same can be sent to the customers. This helps in reducing the response time.

Conclusion

Improving service efficiency becomes a tough job if your field service teams are not making a big impact on increasing first-visit effectiveness. Today's smart customers prefer smart maintenance service providers, who can deliver prompt services along with improved customer experience.

Your marketing or sales team can make any promise but customers would measure your service quality only by what is being delivered by your field technicians. Empowering the field agents with automation-enabled solutions can positively impact the overall ROI of your business.