Durable goods manufacturers and their service partners rely on skilled field service technicians to provide installation, inspection, repair, and maintenance services at customer locations. Companies are currently managing the field service through multiple systems, using phone calls, emails, sticky notes, and paper forms. The inefficient field service processes and systems result in increased customer churn, unproductive service technicians, and missed revenue opportunities with the customers.
Companies need to streamline and mobilize Field Service Management to:
- Enhance customer experience by delivering the expected service during the first visit.
- Improve the cost-efficiencies and productivity of the service delivery teams.
- Increase predictable revenue streams from service plans and maintenance agreements.
TMC Field Service Management (FSM) solution enables field service organizations and their service network partners to improve customer retention, increase technician utilization, and grow service profits.
TMC FSM solution powered by Connected Customer Experience platform and Smart Blox includes:
- Customer-Centric Field Service to drive customer experience and retention.
- Complete Mobilization of Service Technicians to improve utilization and productivity.
- Orchestration of field service performance to grow service sales from loyal customers.
Customers must be at the center of Field Service Management to enhance service experience and improve customer retention. To meet the rising expectations of connected and empowered customers, Field Service organizations should:
- Simplify access to the services on any channel and device of customer preference.
- Improve the visibility of the entire field service process to customers.
- Deliver Proactive service proactively to keep products working to customer satisfaction.
- Engage the Customers to maximize the customer lifetime value.