10 Jun 2022

Differentiated service engagements

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Written by IncubXperts Admin

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Quick; think of a business that provides excellent service each time you interact with them. Are you likely to remain loyal to their brand? Have you raved about them to your friends and family? Chances are good that if a company has truly impressed you, you’ve told someone about it.

Businesses that provide a service with the intent of retaining their customer base, are likely to see an uptick in customer loyalty, as well as their extended circles such as friends, family etc. We know you’ll definitely be telling people about the great service you received, if you were impressed with the level of treatment you received.

American Proverb

Defying expectations with superior field service

Improving customer satisfaction while ensuring resource productivity is quite a task. In the past, dedicating all your time to one client meant lower productivity. Or if you tried to fit a few more appointments into each day, work quality would be negatively impacted.

Today, with Dynamics 365 for Field Service enabling digital transformation, field service organizations can finally improve customer satisfaction and improve resource productivity at the same time. When organizations transform the typical onsite care experience into positive customer engagements, they build loyalty, encourage brand advocacy, and improve their bottom line.

Here are some of the reasons why it pays to transform your field service organization:

Service comes before the brand.

According to the Harvard Business Review, a dramatic shift has taken place over the past ten years, in which businesses’ customer relationships have become twice as important as brand value in determining an enterprise’s overall worth. Due to technological shifts, consumers are less likely to be loyal to a brand name and more likely to differentiate based on service. At the same time, technology has given companies more direct access to customers, making it easier to provide the personalized service they seek.

It’s easier to impress than you think.

Organizations that operate in the field are in a prime position to set themselves apart through personalized service because high-touch interactions are so common within the industries they serve. Each time your company solves a customer’s problem quickly, responds to their needs effectively, or otherwise makes their life easier, you build positive sentiment. Businesses can do this in many ways: by allowing customers to schedule more easily, narrowing the window in which a technician may arrive, or offering real-time updates on when to expect service.

Technicians can be marketers, too.

Positive customer experiences beget repeat customers and referrals. These days, technicians are some of your best marketers and salespeople. The bulk of the customer experience occurs during interactions with technicians, so interactions that go well or exceed expectations build valuable relationships with individual customers and may lead to capturing new leads or opportunities in the field.

Field services that provide a connected experience allow firms to detect, troubleshoot, and resolve issues remotely thereby utilizing resources only when deemed necessary. In a traditional field service scenario, if a customer calls to get an issue fixed, a field service agent is sent out with the customer’s history and the current call as reference. A connected field service experience strives to eliminate this inefficiency by attempting remote repair work before deciding on sending out a technician. This way, organizations are cognizant of issues and are able to troubleshoot them before the customer faces any problem.

With IncubXperts expertise in Dynamics for Field Services, you can rest assured that your business needs are met, on your terms.

Our Case Stories will give you the information you need on sprucing up your field service offerings!