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Enhancing Customer Relationships with Effective Field Service CRM Strategies

Field Service CRM is crucial for delivering exceptional customer service that strengthens relationships. It encompasses comprehensive planning and management within the overall CRM strategy, integrating workflows across departments. Key components include contract management, SLA tracking, efficient dispatch and scheduling, inventory management, and analytics for cost control. Implementing a robust field service strategy can lead to increased productivity, improved service satisfaction, and greater up-selling opportunities. Embracing mobile technology can greatly enhance the efficiency of field service technicians, ultimately contributing to customer retention.

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Enhancing Customer Relationships with Effective Field Service CRM Strategies

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Presentation Transcript

  1. CRM Chapter 8 Field Service

  2. What is Field Service CRM? • The ability to effectively and efficiently deliver great service in the field that maintains and enhances customer relationships • Must be planned and managed as part of the overall CRM and incorporated into workflows and integrated with other departments

  3. Field Service “Forms” • 1) Contract Management/Service level agreements (SLA) • Warranty management, pricing and delivery • Tracking and renewing SLAs is challenge • 2) Dispatch and Scheduling – Efficiently scheduling and dispatch of reps • Geographic proximity, skills, SLA communication, service evaluation, optimal technician routes, parts replacement • Scheduling models: Decentralized, Centralized, Optimized*

  4. Inventory, Logistics, Parts planning • Managing shipping & receiving costs • Parts replenishment can be automated • Parts ordering can be done effectively, not haphazardly • Analytics can help control inventory costs by identifying which parts are chewing up costly shelf space

  5. Other issues • ROI on field service is key • Billing, invoicing, order issuance • Remote diagnostics • Analytics • Cost tracking • Asset management • Repair management

  6. Strategy • First key to success is field service strategy • Create best practices model • Increase productivity over time • Increase service satisfaction and up-selling opportunities to enhance revenue

  7. Mobility • 28% of all mobile workers are field service techs • Mobile technology: Pocket PC, Palm, PDA, Notebooks, Pager, Cell, Radio

  8. Final Thoughts • Field service performance is important part of effective CRM and customer retention • What are challenges for field service? • In what ways have you seen field service delivered well? Poorly?

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