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Leveraging on Field Service for Improved Customer Service

There is a paradigm shift and companies are becoming more customer centric, adopting field service in their service delivery. Field service is developed based on the realization that it is the responsibility of the organization to provide after sale support and provide on-site services to customers and it allows organizations to improve customer satisfaction and resource productivity

Benefits of Field service

Field services is hinged on the principle that the customer comes first and this improves interaction with customer which helps to keep the customer informed throughout the service chain thus field service helps to increase customer advocacy and brand loyalty. It also makes connected interactions possible which provides technicians and employees with around the clock information, from any location to enhance customer satisfaction and resource Field Service. The third benefit of field service lays in its ability to empower organizations by improving firm profitability through the optimization of schedules and the use of remote troubleshooting which is effective in costs reduction because technicians are only dispatched when it is necessary.

Selected Field Service Key Capabilities

i. Dispatch and Schedule Optimization

. Field Service enables organizations to manage both people and equipment through providing flexible scheduling options which accommodates dispatcher workflows and customer service representatives. This ensures provision of the right resources and personnel with the right experience and it includes precise scheduling of appointments. Field service allows matching of technicians with required skills to the requirements of the work order and it allows organizations to identify and organize resources to balance workloads and resources.

ii. Resource Scheduling Optimization

This characteristic makes field service capable of facilitating resource and schedule and dispatch Resource scheduling optimization can schedule and dispatch resources in the absence of a dispatcher without any effect on flexibility required to appropriately respond to changing requirements or new work orders.

iii. Customer Centric Experience

Field service organizations are mainly driven by customer satisfaction. In field service customers are at the core of all interactions which makes communication easy and ensures a positive relationship in the value chain. Through improved communication customers are able to see imminent appointments through a portal and customers are always informed of the technician arrival times in real time.

iv. Service Agreements

Field Service assists Firms by improving customer satisfaction through reliable and predictable service delivery and inventory management with flexible service schedules. Field service also functions to maintain the accuracy of installed products across customers and locations, warranties and service contracts and when contract data is accurate and available customer satisfaction is guaranteed and all service revenue are accounted for. Improved visibility of accurate contract information drives faster and more accurate billing and enables field service teams to identify new opportunities for revenue expansion.

There are numerous capabilities of Field service apart from the few selected in this article. There exists an opportunity to leverage on Information Technology for effective service delivery and improving competitive advantage. Customer’s product purchase is not only influenced by the Field Service Companies relative performance to cost by it is also influenced by service support available after the sale of the product. Ally-controls.com has it all.