Rethinking Telematics for Field Service Teams: The Road to Improving Customer Service
The face of customer service is changing as field service teams strive to support new customer preferences in today’s “on-demand” economy.
People can order taxis with the click of a button and book restaurant reservations from smartphones in no time flat – and they’ve come to expect that same level of rapid response and real-time communication in every interaction, regardless of industry.
If you’re a field service leader, this new reality means it’s time for you to embrace the concept of on-demand customer service, or risk losing to competitors.
How important is it for your field service team to make the shift? The numbers speak for themselves: 73% of consumers say valuing their time is the most important thing a company can do to provide them with good service, and a customer is 4x more likely to buy from a competitor if the problem is service-related, versus price or product-related. Late deliveries, missed service calls – they all add up to unhappy customers.
You need provide real-time communication, flexible scheduling, and quick delivery and response times. If you don’t quickly adapt to this new normal, your team will lose precious customers: 97% of consumers said customer service is important to their choice or loyalty to a brand. It’s time for every field service rep to live by the on-demand mantra.
One of the most successful ways to transform field service fleets into on-demand masters is by integrating telematics data with CRM capabilities. By integrating telematics and customer data within Salesforce, field service teams can display information in new ways to power on-demand interactions. Customers can get products and services when and where they want them. Field reps gain productivity with smarter routing and CRM data at their fingertips. The result is increased customer satisfaction, and long-term sales.
Rethinking Telematics, a field guide to integrating telematics in Salesforce, gives you all the guidance you need to transform CRM and telematics data, putting the data to work in new ways that deliver outstanding customer service and efficiency benefits:
- Slash late deliveries: No customer has time for late deliveries. A poll of over 500 B2B customers shows that 55% of customers would stop using a company’s products after two or three late deliveries.
- Pre-empt weather delays in route planning to avoid delays. Every year companies lose around 32.6 billion hours due to weather-related traffic congestion. Worse, in addition to frustrated customers, the cost of delays ranges from $2.2 billion to $3.5 billion annually.
- Outsmart traffic by building a customer location-optimized schedule with geo-productive route planning. Traffic congestion costs commercial truck drivers $27 billion annually in lost time and fuel–not to mention lost customer trust, when deliveries get impacted.
Want to reap these benefits and more? Read our new Rethinking Telematics Field Guide to gain all the best-practices you need to get on the road to next-gen customer service.