<img src="https://secure.leadforensics.com/133892.png" alt="" style="display:none;">

Your customer service staff aren’t the only assets in your business who can contribute to a great, unforgettable customer experience. So can your other customer-facing assets, such as your e-commerce website (if you have one) and your field service... Let’s focus on field service for a moment. It’s not the post-sale, resource-draining obligation that you might think.

It can actually be one of your best opportunities to engage with your customers, improve relationships and boost overall revenue. Here’s how your field service engineers shape your brand.

Build trust, loyalty and satisfaction

field service engineers

Machine downtime means lost revenue for your customers so it’s important to avoid this and efficient field service can help. If your business can keep your customers’ machines up and running and downtime at a minimum, you can boost customer satisfaction.

Now, if you can accurately predict when your customers’ machines might break down or cause any downtime, you can promptly send field service engineers out to resolve the issue. This means you can boost satisfaction even more which can have positively impact trust and loyalty.

It’s about anticipating your customers’ requirements, ideally even before they realise what they need! Technology, like Internet of Things (IoT) and machine learning, can help you stay steps ahead. For example, you can build predictive and proactive maintenance models, making it easier to monitor machinery and fix issues before they become problems.

This helps you become more customer-centric, ensuring that your company is a trustworthy partner that your customers can rely on.

Take advantage of additional revenue streams

field service engineer 2

Field service engineers are perfectly placed to up and cross-sell services and equipment. Think about it.

Who else will know your customers better than the engineers who monitor and go to fix their machines? Who else will earn your customers’ trust better than the engineers who go onsite to fix their machines, quickly and successfully?

And for those reasons, whose opinion/advice will your customers trust more? That’s how your field service staff can help boost revenue by opening additional streams.

Just keep in mind that it’s not about making a sales pitch. It’s about understanding your customer needs and recommending further, relevant products and services that will provide them with more value. That’s how you can ensure your team’s upsell and cross-sell efforts are successful.

Be brand ambassadors while on-the-go

Young technician working on broken computer in his office

Your field service team are walking, talking, live representatives of your business. They have the chance to leave a positive association of your brand in customers’ minds.

Your customers are constantly expecting excellent service and experience - that not only includes a machine that runs faultlessly but how quickly/efficiently you respond to such issues. So, while they’ll be disappointed if it breaks down but if you can successfully amend the problem (e.g. fixing the machine or replacing it), you can turn that emotion around.

It’s even better if you can catch the machine before it breaks down and resolve the issue.

Witness field service software in action

One company who successfully implemented Dynamics 365 Field Service is Carter Jonas, a property management firm.

Columbus helped them update their old on-premise CRM solution, Microsoft Dynamics 2011 CRM, to the up-to-date D365 Customer Engagement (CE) version.

In doing so, they could align with their cloud first strategy which automated and streamlined their field service processes. By moving their disparate information into one centralised location they were able to improve the collaboration and efficiency between teams and benefit from technological improvements.

These included:

  • Providing mobile access for all staff
  • Improving integration between their CRM, Outlook, NAV and other business systems
  • Improving visibility for management teams, allowing them to make better informed business decisions

You can read more about Carter Jonas’ journey to the cloud here.

The right field service technology is important in your overall customer service and experience

Once, the concept of customer service meant one touchpoint - a call centre. Today, that old concept of customer service is actually just one part of the overall customer experience picture. It’s not just about answering customer queries quickly and effectively; it’s about anticipating their needs and resolving issues before they arise.

This is where the right solution comes in. A solution, like Dynamics 365 (D365) Field Service, can ensure your engineers are equipped with all they need to offer excellent service, build trust and loyalty, successfully up and cross-sell, and best represent your brand.

And an intuitive solution like D365 Field Service can help. Find out more about D365 Field Service in our comprehensive factsheet. Grab your copy via the button below.

How D365 Field Service can help


Discuss this post

Recommended posts

The quality and efficiency of your field service operations matters. It contributes to your overall customer service as how quickly you respond to and fix issues will impact customer satisfaction. But there are additional elements in play, such as managing your field workers, ensuring schedules are coordinated, and equipment are accounted for and maintained.
The quality of your field service contributes to your overall customer service and experience. Great field service is one where the engineer arrives promptly (even better if they arrive before the customer realises there’s an issue) and fixes the problem the first time around. To ensure that, you need the visibility to assign the right engineer to the right task at the right time. That’s where a field service management solution comes in.
If you’re about to implement a new field service software because your operations are being held back by your current solution choice, one of your first jobs will be to decide which team will be assigned with the implementation task. Yes, it’s possible to implement field service software in-house.
If you can operate more cost-efficiently while boosting productivity, you’re on your way to field service success. Field service management software will help you do that by consolidating and simplifying business processes, improving visibility, facilitating cross-team collaboration and more…but you know that already.
One of the key factors to ensuring a satisfied customer is a seamless customer experience. By that, we mean issues resolved before they even become a problem, accurate invoicing and service technicians who are both proactive and well-prepared. This is the kind of experience you can create with a connected field service.
right-arrow share search phone phone-filled menu filter envelope envelope-filled close checkmark caret-down arrow-up arrow-right arrow-left arrow-down