A Mobile App Empowers Technicians, Enables Differentiated Customer Service

Sep 29, 2021 • Features • Digital Transformation • Software and Apps • GLOBAL • Praxedo

In the third and final article of a series of excerpts from a recent white paper published by Praxedo, we look at the role of technology in empowering technicians to enhance customer relationships.

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Equipping field technicians with a mobile app gives you additional opportunities to increase efficiency. But it does much more than that. A mobile app is key to delivering the extremely high service levels needed to enhance customer relationships and differentiate from the competition.

The app runs on any mobile device, and is connected to the software used in the office. It gives technicians anytime, anywhere access to all of the information they need throughout their day, even when they’re working in locations without cellular or Wi-Fi coverage. Technicians have the resources and flexibility they need to work smarter, take on more responsibilities, and increase customer satisfaction at every step throughout their day.

All Schedule and Travel Information is at Technicians' Fingertips

There’s no need for technicians to start their day from the office, or return to the office to check the latest schedules. Technicians can see their appointments, map-based views of the optimal travel routes to job sites, and detailed work order descriptions at a glance on their mobile device. And they can automatically communicate job progress to office staff by changing their status in the app.

Technicians also have more flexibility to manage their own schedules. If they finish a job early, they can schedule themselves for nearby jobs. They can also create work orders on the spot if new opportunities or require- ments emerge during the day. They can reschedule jobs if needed, and are instantly notified if office staff reschedule a job while they’re on-the-move.

Technicians Arrive On Site Fully Informed and Prepared to Act as a Trusted Advisor

All customer information, including the site address, contact details, and customer history are also available through the app. Before they arrive, technicians can re- view reminders and tips for working at the site, as well as any previous recommendations made to the customer by company sales staff and other technicians. They can also check spare parts availability and locations.

Technicians’ ability to review all of this information while they’re in the field means they always arrive on site fully prepared and equipped to efficiently execute on the job, and to have informed conversations with customers — whether they’re answering questions, reviewing mainte- nance packages, or explaining service options. And there are no delays or mix-ups if customers have multiple sites and different types of equipment.

Service is Faster, First-Time Fix Rates are Higher

During the service call, technicians can use the mo- bile app to access real-time solutions to real-time pro- blems. They can check data sheets, technical guides, and checklists of procedures to follow when troubleshooting or repairing specific types of equipment. They can also exchange instant messages and photos with other tech- nicians and company experts to get immediate assistance to challenging problems.

Service Reports are Always Accurate, Complete and Instantly Available

When service is complete, technicians can impress customers by immediately providing the completed electronic service report for validation. The report form includes mandatory fields, and is designed with checkboxes and drop-down lists so it’s fast and easy to complete, and en- sures technicians provide all required information.

Technicians can even collect customers’ electronic signa- tures and attach photos that illustrate the extent of the problem and verify the repair was properly completed.

The Benefits of a Mobile App Really Add Up

At the end of the day, giving technicians a mobile app helps you build every aspect of your business. You can:

Increase profitability by providing faster, more res- ponsive customer service, improving first-time fix rates, and accelerating billing.
Differentiate from the competition by empowering technicians to become trusted advisors that add value for customers at each stage of service delivery.
Grow your business by expanding your relationship with existing customers and attracting new ones through referrals from happy customers.
Improve technician satisfaction and retention by gi- ving them the flexibility and freedom to take more initia- tive and achieve greater success.

"There's a significant opportunity for field service providers who recognize the difference between serving customers and selling to them. When technicians make informed and helpful recommendations in the field, it must be in the context of providing better service. The worst thing a service organization can do is try to turn their technicians into sellers."

Jim Baston, Field Service Industry Expert