Customer Experience

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Build Stronger Customer Relationships with CRMs and Field Service Management

The key to growing any organization is in building strong and lasting relationships with customers. And in today’s fast-moving business world, how quickly you react to customer requests—from the initial touchpoint throughout the lifecycle of the relationship—ultimately determines the success of your company. This is the Age of the Customer. Web-based technologies such as email, social media and a plethora of platforms and… View More

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The Age of the Customer: Field Service Management Improves Customer Lifetime Value

The Age of the Customer author Jim Blasingame put forward a new way of thinking about markets and actors. He points out that for a millennia, sellers controlled the product and product information and customers made decisions based on what sellers shared with them. For tens of thousands of years—until about 1993—we lived in “The Age of the Seller.” But micro-computers ushered in a role reversal that has given rise to The Age… View More

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FieldAware and Mitel Bring Real-Time Mobile Communications to Field Service Organizations

New Offering Enables Service Organizations to Deliver Enhanced, Premium Experience to Customers PLANO, TEXAS and BERLIN – Jan. 28, 2016 – FieldAware, the leader in made-for-mobile, cloud-based field service automation solutions, and Mitel® (Nasdaq:MITL) (TSX:MNW), a global leader in real-time business, cloud and mobile communications, demonstrate new mobile communications to field service… View More

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Three C’s to Hiring Customer-Focused Field Engineers

“We believe that customer service shouldn’t be just a department; it should be the entire company.” - Tony Hsieh, Founder and CEO of Zappos.com As an extension of your company, field engineers are more than just a problem solvers; they’re also the customer service department in action. Timeliness is essential to both your customers and your bottom line. Though technology is helping to… View More

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Customer Loyalty for Today’s Heavy Equipment Dealers

Your father was a heavy equipment dealer and you followed in his footsteps to continue the family business. For over thirty years, your family has served fleet managers and independent customers earning a reputation for quality, responsive service. It’s this integrity that has created longstanding relationships and helped to expand your region. In the past, your customers would sooner go out of business themselves before they would… View More

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Field Engineers: The Face of Your Business

Field service engineers have more face-to-face contact with customers than any other part of a business. They’re responsible for sales, installation, maintenance, support, and other tasks that require direct access to the products and services a business provides. They also have the greatest impact on customer satisfaction. As a result, they are the most valuable members of a service chain. Empowering them with the right training, the right… View More

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Six Steps to a Service-Oriented Culture

­­ ­­ Business customers of the field service industry rely on service workers to provide expedient, quality support to ensure that their operations are not interrupted. Each service call is an opportunity to validate that providers are operating as an extension of their business to maintain and repair their equipment, rather than as an outside third party. From the customer’s perspective, performance… View More

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The Waiting Game

Waiting for service personnel to arrive drives your customers nuts. Time to do something about it. Time is a currency no one has enough of. Service businesses large and small know full well that wasting a customer's time leads to frustration, negative reviews and worst...lost customers. Obviously it's best to prevent late arrivals and overly long arrival windows entirely by getting a better handle on scheduling and dispatch, but… View More

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Keeping Your Employees on the Same Page

Service companies have a lot of people and programs working diligently behind the scenes to keep customers happy, but often in a disconnected fashion. These disconnects are often most obvious when it comes to communication between the employees in the office and the employees in the field. When technicians in the field have easy-to-use mobile app that connects with the cloud and shares customer data changes, task completions,… View More

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Video Case Study - Builder Security Group

FieldAware recently visited one of our clients, Builder Security Group (BSG), in San Antonio, Texas. Ronnie, CEO of BSG, loves that FieldAware has brought his company into the 21st century.  Watch the video and learn how BSG has improved its efficiency and operations since implementing FieldAware’s… View More