Service Team Empowerment with Technology Tools

 


The teams send to customer sites faces the customer. It is not the office staff or the manager. It is the client facing service team and technicians that represents the company. And it is this service team and technicians that must be empowered to deliver a superior customer service. Superior customer service brings repeat business for a company. The reality is that service teams that have been empowered with IT solutions, obtain information faster which in turn can influence superior customer service.   


Let the truth be known. Companies that are still operating on pen-and-paper based systems are in the majority and their systems are error-prone. These manual systems hinder agility and productivity. Manual systems include waiting for service teams to return back to the office, submit paperwork which is fed into an excel spreadsheet. Resolving disputes based on these manual systems can be cumbersome.   

To overcome some of these problems with technology, workflows can be combined into a single app that is available both online and offline. An app for a mobile workforce solution will provide service teams with real-time work order information to improve customer service. Systems that are not manually updated provide instant information to office staff and managers. Service teams can report on their job progress, have access to work order and customer service history and even schedule follow-up meetings. The signature of clients for completed work can be obtained directly on the smart device for the issuing of invoices.

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