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Anatomy of a great service call Here’s an example of how FieldAware Messenger changes the game for service industries. Let’s say a customer wants to contact AAA Repair Services… • Customer Bob Jones accesses AAA’s branded customer portal (powered by FieldAware) and submits his order details. • In seconds, the dispatcher generates a new job, sets an appointment and uses FieldAware Messenger to send Bob his appointment information. • The dispatcher then sends a service request directly to the closest available technician through their FieldAware mobile application. • When the technician is free, he accepts the request and the customer is notified via an SMS from FieldAware that a technician is on their way, along with the approximate arrival time and personal details (name, ID number, etc.). • When the technician arrives, Bob is ready and the detailed work order is available through FieldAware on the technician’s smartphone. • As the technician is working, he notices that the product ID is only partially visible. Unable to confirm the product’s warranty status, he calls a warranty expert in the home office through FieldAware Messenger, switches the call to video and shows them the partially visible ID. Together, they’re able to fill in the missing information and confirm the warranty’s validity, allowing the technician to move forward. • 20 minutes later, the job is completed and logged into FieldAware as well as AAA’s ERP and accounting systems. The technician is ready for his next assignment, with his presence status on FieldAware Messenger changed to “available.” 03 The Road to Revenue: How Mobile Communication Is Making Field Service Companies More Profitable
Deliver great service on the first visit In life, they say, you don’t get a second chance to make a first impression. The same could be said of service repairs. Get it right the first time, and you’ve got a customer for life. But if it takes two visits, it won’t be too long before you’re looking for new clients. Your FTF rate is the most important metric in your business, because it’s the most important metric to your customers. There are other factors that determine customer satisfaction, from courtesy to cost, but fixing the problem is far and away your customer’s chief concern. So how do service companies elevate their FTF rate? Through better communication, collaboration and information. Communication with your customer should be clear and constant. Telling a customer that a technician will arrive between 9:00 AM and 2:00 PM is a lot different than telling them the technician will be there at 11:30 AM. With FieldAware Messenger, service companies can automatically notify a customer by SMS when a technician has left for their job and when they’re 15 minutes away. That kind of communication sets real expectations that the customer can meet, so there’s less chance of having a technician show up when nobody’s available (an automatic FTF eliminator) or waiting while the customer prepares the job site. Collaboration should happen in real time. If technicians have to wait for answers while they’re on the job site, then customers have to wait too. And while your customers are waiting, they’re losing productivity and potential revenue as people and machinery are out of commission. FieldAware Messenger promotes real-time collaboration by embedding presence and communications into the FieldAware application. Technicians can quickly see who is available, reach out to them by voice, text or even video, and get the answers they need quickly, while they’re on the site. Information should also be readily available. Technicians have a lot on their plate and can’t be expected to memorize the details and customer information for each job. FieldAware puts that information right at their fingertips on their mobile device. If a question arises- e.g., does the manufacturer’s warranty cover a specific scenario?- FieldAware Messenger ensures the answer is never more than a call, tap or text away. With convenient communication, real-time collaboration and detailed information at a glance, technicians have a much better chance of fixing the problem quickly and correctly, the first time. With FieldAware Messenger, you’re not just raising the level of the conversation within your company and between your customers, you’re raising customers’ perception of your business: • When you arrive at a fixed time, on time, they see that you respect their time; • When you support your technicians with live subject-matter experts, they see your entire organization supporting them; • When you have all of the job details and customer right in your hands, they feel like they’ve put their repair in their right hands too. www.fieldaware.com
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