The Impact of Mobile Work Orders on Field Service Customer Satisfaction
You might not immediately draw a line from how your employees keep records to customer satisfaction, but the connection is real — and critical for keeping your clients thrilled. By using mobile work orders and invoices, you can create a significant boost in customer satisfaction. Read on to see why.
The Current State of Customer Satisfaction in Field Service
Unsatisfied
Customers
32% of field service organizations fail to attain at least 80% customer satisfaction.1
Costly Customer Service
U.S. companies lose more than $62 billion annually due to poor customer service.2
Increase
Profits
Increasing customer retention by 5% can lead to a 25% increase in profit.3
Companies understand they're falling behind.
Less than 50%
see their customer experience capabilities as superior to their peers.
4
However, they also see major potential in improving customer satisfaction: A survey of 1,050 businesses found that
customer experience is the most exciting opportunity
for their company's growth.
5
Mobile technology came in a close second.
Mobile work orders combine technology and customer experience to streamline your business
and keep customers happy.
6
How Mobile Work Orders and Invoices Can Improve Customer Satisfaction
66% of adults feel that valuing their time is the most important thing a company can do to provide them with a good customer experience.
Accuracy
Every mistake made on paper forms wastes customers’ time and can lead to dissatisfaction. Mobile work orders are at least
50% more accurate than paper
.
Efficiency
Some research puts field service technician idle time at
nearly 40%
— meaning more than a third of their time is spent doing things other than actual jobs. For customers, that can equate to slower, inefficient service.
Mobile work orders put all the information technicians need immediately at their fingertips, regardless of where they are in the field, so they can become more efficient.
Productivity
The Service Council research indicates that field service technicians have a first-time fix rate of about 75%, due to a lack of parts, lack of technician expertise, or insufficient time scheduled for the job —
which means that 25% require at least one follow-up visit
.
Field Service Fix Rate
First-time
visit
Requires Follow-up
With mobile invoices and work orders, you can mitigate these challenges — making sure trucks are stocked with the right parts and the right technicians are matched to each job. That can help boost first-time fix rates and customer satisfaction.
How many hours per day does the average field service employee spend on paperwork?
1
1
2
2
3
3
4
4
Incorrect!
The average employee spends two hours per day just on paperwork. That's time your best employees aren't spending in the field, making customers happy.
Correct!
The average employee spends two hours per day just on paperwork. That's time your best employees aren't spending in the field, making customers happy.
By 2020, what percent of field service organizations will deploy advanced mobile apps by to help their technicians succeed?
25%
25%
50%
50%
75%
75%
100%
100%
Incorrect!
75% of field service organizations with more than 50 employees will deploy advanced mobile apps that go beyond basic data collection (e.g., incorporating features such as workload balancing, schedule optimization, parts demand planning, GPS tracking, and predictive analytics) by 2020.
Correct!
75% of field service organizations with more than 50 employees will deploy advanced mobile apps that go beyond basic data collection (e.g., incorporating features such as workload balancing, schedule optimization, parts demand planning, GPS tracking, and predictive analytics) by 2020.
And by 2020, how many companies will say that implementing such apps has directly impacted their customer satisfaction?
20%
20%
50%
50%
70%
70%
80%
80%
Incorrect!
More than 70% of organizations will say that customer satisfaction is a primary benefit of implementing a field service management system.
Correct!
More than 70% of organizations will say that customer satisfaction is a primary benefit of implementing a field service management system.
Growing businesses are
1.6x more likely
to use technology to automate manual business processes.
5
View Sources
1 https://www.raconteur.net/the-digital-change-survey
2 https://www.newvoicemedia.com/blog/the-62-billion-customer-service-scared-away-infographic
3 http://www2.bain.com/Images/BB_Prescription_cutting_costs.pdf
4 https://blogs.gartner.com/jake-sorofman/gartner-surveys-confirm-customer-experience-new-battlefield/
5 https://econsultancy.com/three-insights-into-b2b-marketing-from-our-trends-report/
8 https://community.servicemax.com/docs/DOC-2015