Empower Your Field Technicians
Enhance Your Customer Service
Your field workers are your primary touch point with your customers. The level of service they provide directly impacts customer satisfaction and retention as well as perception of your brand. Enhance your customer service levels and build customer loyalty by empowering your field technicians to respond faster to your customers most pressing needs with the information most relevant to the task at hand.
By positioning technicians where they are needed most and equipping them with the intelligence they need to quickly resolve any situation, your total cost to serve is reduced and every technician can become your best technician.
Field service is a chaotic environment. Calls come in unpredictably, and are frequently for urgent needs, and customers expect you to arrive when you say you will.
It’s also increasingly expensive to send technicians into the field, especially when they have to make multiple trips for the same issue. Complex products can be difficult to troubleshoot and fix, making it even more difficult to estimate how long each service call will take.
Additionally, the lack of expertise, inadequate customer knowledge, or unavailability of parts at the point of work decreases your technician’s ability to serve customers, jeopardizing customer trust, loyalty and future business.
Field Service solutions position your technicians where they're needed most and equip them with the intelligence they need to quickly resolve any situation, reducing your total cost to serve.
Real-time voice and data connections to the field allow you to optimise utilisation of both your workforce and your vehicle fleet as well as communicate with customers to manage expectations improving overall customer satisfaction.
Mobile computers and data capture tools empower workers with the information and tools they need to: work faster; track and bill all labor, parts and materials used; meet contractual obligations; and even grow your business during service calls through up-sell or cross-sell opportunities.
- Decreased cost to serve
- Higher first-time fix rates
- More revenue captured through up-sell and cross-sell
- Enhanced customer satisfaction
- Increased customer loyalty and comfort through knowledgeable and helpful field staff
- Accurate capture of all billable time and materials
Recommended components for Field Service
Each solution combines industry-leading hardware and accessories, custom software from our App Development Community and the best partner network to implement and service.
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