Rugged Tech Helps Field Service Technicians Put Customers First
Field services is a dynamic job where no two days are alike, as the technicians often encounter unexpected situations upon arrival at a customer’s site. These troubleshooters face the unknown daily and must be prepared to pivot and adapt quickly as new issues, needs, and requirements arise.
Work orders may provide a basic roadmap for these field service technicians, but rugged technology ensures that they can confidently fix that leaky pipe, repair that malfunctioning machine or install a new piece of equipment. Rugged technology picks up the slack where consumer-grade options fall short by providing technicians with devices that can withstand bumps and spills, have long-lasting batteries that last throughout the workday, and come pre-loaded with field service management software applications.
These advantages translate into faster resolution times for maintenance, repairs, installations and/or replacements. When the technicians deliver accurate and effective services, customer satisfaction increases, leading to repeat business and long-lasting relationships.
In Field Services, Customer Satisfaction is Critical
In a world where the cost of acquiring new customers can be up to five times more than the price of retaining an existing client, companies that equip their field service technicians with modern, rugged technology can get a leg up in the customer retention game. The payoff is more than worth the investment, considering 91% of customers won’t come back to a company that provided a poor experience and 81%T are willing to pay for a better experience.
These statistics apply to initial sales as well as follow-up repairs, service contracts, and ongoing support. Whether they focus on appliance repair, pest control, insurance adjusting, automotive/heavy equipment repair, building maintenance/HVAC, utility work, or other commercial and residential services, companies need mobility solutions that keep their field service technicians connected, productive, and efficient.
Rugged Tablets Keep Field Service Technicians Connected, Productive and Efficient
Field service organizations (FSOs) understand the need for rugged, mobile technology. In fact, 75% of companies that are using mobility tools cite key benefits like increased employee productivity and higher customer satisfaction rates. Rugged laptops and tablets also help techs provide higher quality and faster service, stay updated with real-time information, and consult with remote colleagues while at the customer’s site.
Even minimal delays can hurt the company’s bottom line. Rugged devices and solutions also bridge the gaps between “what’s happening out on the road” and a company’s back-office operations. If techs are tracking their actions and hours on paper, for example, they must return to the office to enter their notes into a system. Then, they invoice the customer using those notes.
When technicians enter the information in a rugged tablet or laptop in real time, the back office can spring into action quickly and take over the invoicing and payment processes. Techs can confidently close out their jobs and move onto their next stop, knowing that the workflow will proceed smoothly on their last job. Having the right application on mobile devices also helps supervisors efficiently schedule appointments based on locations, organize timelines and send the right worker to the right job. Employees are more productive, customers are happier, and companies get paid faster.
Service After the Sale Matters
When business competition heats up, organizations can “win” on the customer service front by providing excellent service after the sale. Labor market constraints are also driving more companies to leverage technology in the field services environment. Finding skilled techs isn’t easy, but employers can attract and retain these individuals by providing the tools they need to succeed in the field.
When equipped with mobile solutions, these field workers gain access to critical information and significantly improve productivity, including customer account and warranty information, parts availability, service records, and equipment status and performance. Technicians can use the devices’ mobile-friendly applications for work order management, inventory management/monitoring, real-time remote consultation, fleet vehicle routing, and other activities.
Equipping field service techs with these capabilities is especially critical in the B2B space, where one piece of machinery that’s offline or one malfunctioning device can bring that operation to a grinding halt. First time fix rates (FTFRs), or completing jobs on the first attempt, can significantly boost customer satisfaction in these environments. Put simply, faster resolution times equal happier customers and high marks for your company.
Case Study: Omaha Field Services Keep the Lights on for 400,000 Customers
As one of the nation’s largest public power utilities, Omaha Public Power District (OPPD) serves more than 400,000 customers. The utility wanted to improve its operational efficiencies and customer communication by replacing its outdated consumer-level devices. Used by field techs, these tools were prone to inefficiencies and operational limitations such as connectivity delays, bottlenecks and compatibility issues.
To support its transition to a digital utility, OPPD deployed 200 TOUGHBOOK® 55 devices that deliver reliable performance in a range of environments to support field personnel throughout their daily workflows. Acting as the central hub for all operational units, including meter technicians, line crews, troubleshooters, and system protection and automation personnel, the devices streamlined communication and task execution.
Since deploying TOUGHBOOK 55 devices, OPPD has improved workflow efficiency and accuracy from setup to field deployment. For example, if a customer loses power, a troubleshooter will receive the location details of the outage through OPPD’s computer-aided dispatch (CAD) software and then drive to the location to start the work. With data transmitted directly to their devices in real time, troubleshooters can understand the situation even before they’re onsite, ultimately helping them restore power faster.
Helping Field Service Technicians Get the Job Done Right, Right Away
By providing their field service techs with the right tools, devices, and connectivity, companies can set themselves apart and keep customers coming back for more. Panasonic Connect has been an industry leader in rugged mobile solutions for decades, helping FSOs and field service workers change the way they work.
Panasonic Connect provides complete solutions with industry-specific software and accessories that help field service technicians get the most out of their rugged devices. The TOUGHBOOK product line includes reliable and versatile rugged laptops, 2-in-1s and tablets purpose-built for working in harsh environments and running the Windows® operating system.
Whether a customer is grappling with an equipment breakdown, a malfunctioning appliance or a problem with their facility’s electrical wiring, the first call will generally be to the FSO that’s providing warranty or extended service on that item. Equipping technicians with rugged mobile technology shows customers that their time is valued and that the job will be done right on the first visit.
