Many field service leaders struggle with the trade-off between cost and customer experience.
“I’d love to send a tech on demand when the customer wants, but the cost would be astronomical!”
Not true.
It turns out that if you invest in delivering a great experience (like on demand service) you actually reduce your total costs through:
- Better conversations - Shorter, more positive appointment booking conversation
- Fewer call-backs - Customers don’t require rescheduling or miss appointments
- Improved routing - Calls are booked to the best available technician, reducing drive time
- Higher productivity - More calls completed per tech per day
- Improved experiences - Creating long-term customer loyalty
When you say “no” to a customer or force them into what they would consider to be a lower level of service, you offset or even reverse many of these benefits. It turns out that delivering great service comes at a lower total cost.
Do you find yourself saying “no” to improving customer experiences and wondering why the bottom line hasn’t improved?
Share your experiences by commenting below and learn more about field service transformation with Chapman Management Solutions at www.chrischapman.ca.
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