Scheduling appointments for Field technicians involve alot of communication between the customer , the support agent and field technicians.Poor co-ordination, miscommunication of appointment details can result in bad customer experience.
j
jack woo
started a topic
almost 3 years ago
CRM systems can solve this with a feature like
1)Field service management using Service task tickets that allow the customer to reach out and communicate on any channel chat , email , phone (Omnichannel capability ) and the support agent can easily create a regular ticket .
The agent then creates a service task ticket for the field technician which is linked to regular ticket . The agent can make an appointment for the service ticket based on knowing which appointment slots are available by the field technician , and send it to the Field technician that has the mobile app installed and notify the customer of the appointment date and time .
The tech on completing the job can close the tickets on their cell phone and it will instantly update the ticket for the Support agent to know. Note field technicians get tickets on their cell phones and tickets are updated in the field.
Agent can then follow up with the customer and request customer satisfaction survey automatically when the agent closes the ticket.
2) Service performance - CRM monthly reports can be automatically programmed to by distributed to managers by email in any periodic period ( no need to wait for someone to prepare and submit a report) - an see how support agents and field technicians are performing compared to preset service level agreements.
3) Overdue and Unresolved tickets - these are automatically escalated by email to the customer service manger to ensure no tickets fall through the cracks . Overdue tickets are based on SLA limits entered by management.
jack woo
CRM systems can solve this with a feature like
1)Field service management using Service task tickets that allow the customer to reach out and communicate on any channel chat , email , phone (Omnichannel capability ) and the support agent can easily create a regular ticket .
The agent then creates a service task ticket for the field technician which is linked to regular ticket . The agent can make an appointment for the service ticket based on knowing which appointment slots are available by the field technician , and send it to the Field technician that has the mobile app installed and notify the customer of the appointment date and time .
The tech on completing the job can close the tickets on their cell phone and it will instantly update the ticket for the Support agent to know. Note field technicians get tickets on their cell phones and tickets are updated in the field.
Agent can then follow up with the customer and request customer satisfaction survey automatically when the agent closes the ticket.
See Video :
Freshdesk Field Service Management
2) Service performance - CRM monthly reports can be automatically programmed to by distributed to managers by email in any periodic period ( no need to wait for someone to prepare and submit a report) - an see how support agents and field technicians are performing compared to preset service level agreements.
3) Overdue and Unresolved tickets - these are automatically escalated by email to the customer service manger to ensure no tickets fall through the cracks . Overdue tickets are based on SLA limits entered by management.