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Follow on Google News | Best Practices for Coordinating Field TechniciansNew research shows how organizations with field technicians can optimize for customer service and improve bottom-line revenue with envVisual
By: envVisual Top-tier field service means getting the right technician to the customer at the right time. In addition to scheduling, customers’ satisfaction is largely determined by an organization’ Customers expect the service organization to not only send a technician in a timely manner, but also to get resolution to their issues the first time a field tech is sent. Best-in-class firms are going above and beyond convenient scheduling simple issue resolution by providing mobile business intelligence. The ability to resolve issues the first time is clearly important, but the best organizations are doing more than just ‘fixing the problem.’ Research shows that top-performing field service organizations are also taking additional time during field visits to perform preventative or predictive services proactively, helping to reduce the need for future technician visits and satisfying customers with lower maintenance costs and fewer reasons to need additional service visits. In the end, top-performing organizations are achieving considerable improvement in customer retention and satisfaction, and revenue generated by providing the field services teams with the mobile business intelligence they need such as tools like envVisual. This allows getting issues resolved the first time, and facilitating proactive preventative maintenance solutions. End
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