In our everyday lives, we’ve increasingly grown used to the convenience of real-time updates and seamless communication via our smartphones, like the way you can see where the driver is and easily communicate with Uber. That’s the standard field service organisations are expected to live up to, from both business and residential customers, especially following the rapid progress in digitalisation spurred by the COVID-19 pandemic. Digital transformation is increasing CX expectations with a preference for mobile-first modes of communication and self-service. Let’s take a closer look at what you’ll need to meet these new CX demands.

Give customers real-time updates with a digital collaboration hub

Integrating all internal and external systems used for field service into a single digital collaboration hub is the key to creating a constantly updated and automated flow of information. One common mistake that is made far too often is forgetting to include the customer. By giving customers access to real-time updates on the timing and progress of work orders on their smartphones, you can greatly improve the customer experience.

No more leaving customers waiting with optimised resource planning

A common pain for field service customers is having to wait around for technicians, wait on the phone to reschedule or wait for the technician to come back another day if the need for additional work is discovered when on site. Real-time updates allow customers to see when a technician is coming and easily chat. For instance, a customer might write to the technician to provide entry instructions or ask to be called when nearby. But you still need to go further to create a strong all-round customer experience here.

With optimised resource planning, you can offer customers more precise timeslots, down to even just one or two hours rather than an entire morning or afternoon. Add a digital customer portal with self-service and an AI-driven scheduling engine, and customers will be able to easily choose from different timeslots. With a flexible app on their phones, your technicians can create work orders on the spot and perform them immediately. This opens up great potential for value-added services and business development.

Take the pulse of your CX initiatives with better customer data

You could have the best of CX intentions, ideas, and initiatives, but you won’t know whether any of them work if you aren’t able to effectively measure key CX metrics. So, how do you get the data you need to establish a better baseline, align your efforts with identified customer needs and continually improve your NPS and customer satisfaction score? The answer lies in eliminating silos and streamlining the process of obtaining customer feedback.

Effective integration enables you see all your data in one place and ensure it’s always up to date. You’re also more likely to get key CX data by automatically sending surveys upon completion of a work order so that customers see them when the job is still top of mind. Another way to keep your customer databases up to date so you can reach more customers for feedback is by prompting them to update their contact information whenever they use your customer portal.

Discover how a case and work order management system supercharges CX

A powerful and flexible case and work order management platform can create a single digital collaboration hub with real-time updates, optimised resource planning and a single source of truth for customer data. These systems provide many more powerful features and ways of working with the potential to supercharge your CX and business development initiatives.

Learn more about what our case and work order management offering can do and how it has helped our customers improve field service efficiency and the customer experience.

Contact us to discuss your specific challenges and book a demo so you can see for yourself how our technology can help you meet your goals.