As technology continues to improve, customers are expecting more from their service providers. Technology has not only helped improve overall levels of productivity but customer interactions have also been improved. It is therefore critical that companies establish a solid relationship with their customers, based on customer retention and brand differentiation. There are numerous techniques that can be applied to improve service availability in the field service business. Some of them include:
1. Every customer looks for services that can help respond to their queries in a short period of time. The better the response time the more likely the customer will feel satisfied. They are likely to try your products if they feel that their problems will be resolved as soon as possible. Furthermore, increased response times will also help companies ensure that there are no failures in service and that the problems faced by the client don't be repeated.
2. Every company should invest in diagnostics because it is hard to manage or keep track of all types of technology that are being used. If diagnostics are integrated, then it can help identify faults that exist due to the quality or delivery of the service being compromised. Continuous monitoring can help employees to tackle problems in a much more defined manner.
3. The best way to improve service availability in the field service business is to give employees the right technology and tools. Technicians should be given modern tools and technology because they will allow them to optimize the levels of efficiency and the quality of service delivered to customers.
4. Avoid giving out services for free especially if the warranty is expired. There are plenty of service organizations that send technicians to customers in order to fix products sold far outside of the service delivery period.
Wondering how to accomplish all of this? Give us a call today! ProV is a premier IFS Managed Services Provider and can help organizations of all sizes with their IFS FSM implementations, upgrades and support. Ready to take the plunge? Request a free consultation.