Customer satisfaction plays an important role within your field service business. Not only is it the leading indicator to measure customer loyalty, identify unhappy customers, reduce churn, and increase revenue, but it is also a key point of differentiation to help attract new customers in such a competitive business environment. Luckily, there is a simple way to avoid customer disputes and dissatisfaction. The digital trail is the most basic feature provided by a connected field service management software, but it is also one of the most powerful functions that keeps businesses and their employees safe from customer disagreements and legal liability in a number of ways.
Here are six ways that a connected field service contractor management software can prevent customer disputes:
- Technicians can insert images, videos, inspection forms, and other documents to the work order to provide visual evidence of the work complete.
- Customers can sign off on completed work on-site.
- Depending on the customer’s service contract and the state of their warranty, technicians can let customers know if they are qualified for free service, or whether they will have to pay for it up front.
- Managers can use mobile device geo-tracking to monitor where their technicians are during the day. This can be used as proof that the technician was indeed on site.
- Business owners can look at an audit log for work orders and customer reports and see a complete history of how a work order was edited.
- Technicians can fill out digital forms like inspection reports and installation checklists. These steps ensure that procedures and protocol are followed.
Mobile Screenshot Examples
Customers, field technicians, and business owners are all protected by the level of transparency offered by a robust field service software. Customers are happy, field tech’s are protected, and owners can reduce their risk and boost their company’s credibility.