The key to success for any field service business is to create great customer service relationships. This not only aids in customer retention but ultimately drives sales growth. According to PWC, 86% of customers will pay more for a better experience, making customer relationship management a priority in today’s market. Furthermore, work to provide answers to short-term roadblocks and proactively create long-term solutions geared toward customer success. The key to growing your company undoubtedly relies on building those customer relationships in the new year.
Below is a list of 5 ways to improve customer relationship management experiences, specifically for field service businesses, in 2023:
- Leverage customer management software
- Automate internal and customer notifications
- Improve first-call resolution rate
- Anticipate customer needs
- Create opportunities for self-service
1. Leverage customer management software
When it comes to improving your customer experience, increasing your business efficiency is key to ensuring top-market customer relationship management. For higher volumes of support and service cases, consider using software with customer portal support features. They organize all customer records and interactions in a single location. This will help align the service team and provide easy access to real-time customer information and service requests.
Customer relationship management can be improved by adopting customer service tools. These allow customers to request service, review quotes, submit payments, and send feedback easily online. Additionally, improve customer service by providing easy access to online help desks and live chat tools to assist customers 24/7.
2. Automate internal and customer notifications
Automate internal notifications and customer touch-points using field service software to keep new service requests organized, and communications between staff and customers seamless.
By automating recurring check-ins with customers, your business takes the burden off the customer from having to follow up. This provides a reliable experience for your customers, and also allows your team to focus on your customers and build your business. Moreover, you don’t have to spend time manually setting appointments or neglect maintenance and follow-up services.
3. Improve first-call resolution rate
When creating a frictionless service model, one of the metrics to consider is first-call resolution (FCR). FCR refers to the percentage of calls that get resolved with no follow-up or additional touchpoints needed.
This metric is essential to customer satisfaction as no one wants to call more than once about the same issue. With an efficient team, external customer calls can be resolved immediately resulting in full customer satisfaction. A field service system helps improve FCR by providing internal notifications when a service request is made. It also sends automated emails notifying customers that their request was received.
4. Anticipate customer needs
A business needs to be able to anticipate customer needs to improve customer relationship management. A software portal that allows you to see your customer’s history and notes from previous projects can allow you to do that at a glance. Not only will this create more visibility for your team internally, but can also help your team stay ahead of the game when it comes to ongoing maintenance needs.
It’s important to get feedback from customers so that your business can measure the success of efforts put toward customer relationship management. Ask for customer feedback through reviews, surveys, or simple NPS scales after providing service, and develop a system for measuring that feedback. Subsequently, RazorSync’s software can automate feedback request emails to send upon a completed service request so that it takes no extra work from you! As a note, make sure you respond to any feedback you receive in a timely manner and seriously consider their input when making business improvements.
5. Create opportunities for self-service
Your business may not have the capability of providing customers with one-on-one on-demand support whenever they need it. Creating opportunities for self-service allows for customer relationship management to remain at a high response level without involving more internal effort. For example, a field service platform allows your business to send electronic invoices and electronic signatures. This both lightens the load of your in-house team and provides a cost-efficient way of interacting with your customer base. When your customers are more easily able to contact your team or access they’ll trust your business more!
Finally, one of the simplest and most effective methods for improving the customer experience is by leveraging customer management software. With RazorSync’s field service platform, you can streamline and improve nearly every aspect of your customer relationship management. Utilize field service software to reduce touchpoints and improve customer loyalty with features like custom notifications, automated billing, customer portal support, and so many more features.
RazorSync’s field service software will help you manage your team and inventory to ensure that you can provide modernized, high-quality field services to customers more efficiently. Contact RazorSync for details, book a demo, or try it free for 14 days.