Choosing the right field service management (FSM) tool is a significant investment in time and resources. If you’re one of the many home services brands that outsource to a network of third-party service providers, the standard FSM tools might not be as effective. Bringing on new solutions is always a challenge as your third-party network has no obligation or incentive to use them, meaning the ROI of your new tool could diminish.
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So what exactly happens when you use the wrong service tools to manage your business?
Customer Experience is Inconsistent
Your third-party service providers are representatives of your home services brand. As Field Service News put it:
We are no longer just outsourcing repair and maintenance work, we are now outsourcing a critical customer engagement opportunity as well. In this era of digitally empowered consumers, ready to tweet, post or blog every time they have an ax to grind, you want to make pretty darn sure your third-party partners are not letting you down in the [customer satisfaction] stakes.
Many field service management solutions include tools that improve the customer experience, such as customer portals, Uber-style service provider tracking, fast on-site payment capabilities, and an instant feedback feature. When your centralized service staff uses these tools, they create a consistent experience for your customers.
When you rely on third-party service providers who each use their own set of tools, however, your CX becomes unpredictable. Some of your customers will be treated to a streamlined, professional experience, while others deal with late providers and scribbled paper invoices.
Americans continue to reward companies that get service right. US consumers say they’re willing to spend 17 percent more to do business with companies that deliver excellent service, up from 14 percent in 2014. As a group, Millennials are willing to spend the most for great care (21% additional), followed by men (19%).
A Decentralized Workforce = Decentralized Service Data
Without an FSM tool that your service providers will easily use, you have no visibility into the service providers that are representing your brand and you are losing access to data that could increase service revenue. Are they arriving on time? Are they fixing the problem the first time? Are they invoicing efficiently?
You lose time and money
You invested in Field Service Management software to become more efficient, scale your business, and grow your revenue. Without buy-in from your third-party service providers, you lose time that could be saved with real-time status updates, mobile capture, and invoicing. As we all know, time is money.
As you can see, not utilizing the right tools to manage your service can have negative consequences on your customer retention and the engagement of your service pros. However, Dispatch is a solution that addresses all three concerns.