Customers Want Updates. Managers Need Visibility. Collaboration Solutions Can Make It All Happen.
You might remember a time before social media when the only way a customer could reach your business was through phone calls or emails — but those days are long gone. Now, customers have more ways than ever to stay connected.
Heightened connectivity from channels like social media has, in turn, increased customer expectations. Customers today want to know precisely when, where, and how companies are delivering products and services. For field service, excellent customer experience now and into the future means more visibility for managers and customers alike.
Customers Expect More Than Manual Processes Can Deliver
Currently, field service technology has some catching up to do: Many teams still lack the tools required to gain full operational visibility. Managers and employees still rely on manual processes such as phone calls and paper records to track progress and task completion.
Delayed updates and a lack of real-time information create blind spots along workflows and processes, which means managers have no surefire way of knowing when employees aren’t completing tasks on time or when new hurdles arise. Without that vital information, managers can’t offer the service assurance that’s so critical for building positive customer experiences in today’s ever connected landscape.
The good news for field service management, however, is that collaboration solutions that open up visibility and connect teams can provide a huge leg up on the competition when it comes to service assurance and improving customer satisfaction.
Make Service Assurance a Breeze and Build Excellent Customer Experiences
Imagine you manage a few different commercial cleaning teams in a large urban area. Each team works at various sites throughout the day, and you need to provide your clients with timely updates about when your teams are working on their buildings and when they’ll be finished.
If you rely on team members to call you with work status updates, there’s room for error — not to mention a lot of lost time relaying that information back to the customer. Plus, phone calls can slow teams down, and there’s no guarantee you’ll receive all the information you need. You also won’t have access to any paper forms your teams complete on-site until they return to the office, which further slows down the process of keeping your clients updated.
Now, imagine this situation digitized. You can view the location of your teams using GPS, receive simple push notifications about their on-site progress, and view images that verify job completion in real time. This puts you in a much better position to provide timely, accurate, and valuable information to your clients.
How Coolfire Connects Employees, Managers, and Customers
Here’s how Coolfire can provide field service management with the service assurance needed to deliver excellent customer experiences:
1. Communication in context
For collaboration solutions to be useful in field service management, they must connect distributed teams. With Coolfire’s technology, workers and managers can collaborate around key information from anywhere — as long as they have a smart device on hand (which most already do).
Coolfire’s instant-messaging features allow users to attach photos, videos, voice messages, and key documents to give each message the context it needs for immediate impact. That way, workers can jump right into action instead of asking questions back and forth. What’s more, managers can gain even more operational visibility and provide more context for communication with geotracking and geofencing technology that shows exactly where workers are located in the field.
For maximum efficiency, managers organize communication around specific projects and tasks to ensure all conversations enable action, rather than distraction, and keep workers on task.
2. Real-time updates and alerts
3. Smoother overall workflow
All too often, companies try new collaboration solutions hoping to streamline their operations, but in the end, these tools become more of a distraction than anything else.
Chat solutions such as Slack are commonly brought on for this very reason. These solutions are great for instant messaging about general topics, but they easily become a distraction and can erode productivity. What’s more, these tools live outside traditional workflow or project management tools, which means the messaging isn’t task-focused and isn’t available alongside actual tasks.
When communication is task-focused, available alongside workflow, and has context based on real-time data, it gives teams the operational visibility that can increase productivity and efficiency.
Coolfire was built to bring distributed field service teams closer together and provide managers valuable context and control over when, where, and how their employees get work done. With that kind of visibility, it’s easy to keep customers informed and satisfied.