Software can help improve your business. However, it may not be clear how software can help you improve. Interviews with long-term users revealed seven ways our customers have increased their productivity, service management, and sales.
1. Implementing a Service Request Tracking and Management System.
The service request tracking software is at the top. The time it takes to complete a service request and get it answered can have a major impact on your business. A good service request tracking software will reduce the time that users spend on non-value adding work. Good service request tracking systems reduce non-value addition work. This could be as simple a reduction in the time it takes for a customer to respond, or more complex such as better managing resources. The most important aspect is that you were able to save time and generate new business. The bottom line is that you can work faster, save time and use your time more efficiently with a system.
2. Management of clients through a Customer Database
You shouldn’t mix a customer database and your contact list. It is quite a different thing. While a contact database does a good job of storing addresses and phone numbers, it is not able to do much more. Customers who took advantage of customer databases kept more details about clients in order to provide better service. They began to keep track of their preferences, their service history and equipment details. It is important that customers have a customer database. This allows them to organize their data more efficiently and makes it easier for them to access it. They were able to track the buying habits of each customer and attract repeat business.
3. Service Reminders are a great way to generate repeat business.
Users often had trouble managing repeat business. As I mentioned, your customer database can help you track customers’ buying habits so that you can generate service reminders. To illustrate, I will use a simple example. You can also apply this concept to your business. Every year, I visit my dentist to get my teeth cleaned. My dentist performs the routine. After it’s done, I will be good to go for the next few months. One year later, my secretary at my dentist calls me to remind me that my checkup is due. I think to my self, “Wow! These guys must really care about you!” But, the truth is that they have software that generates service reminders automatically. These guys survived by selling recurring services, which is a strategy every service professional should adopt.
4. Calendar Software: Improve scheduling
It is not a new idea to use a calendar for scheduling appointments. The time it takes to book an appointment using a software-based calendar can be significant. The users said that booking an appointment on a software-based schedule reduced the time required to do so, as the schedules are interactive. It helped them avoid overbooking or underbooking. It allows users to see at a glance when they are booked as well as when they are free to request new services.
5. Improve customer service through a Customer Portal
Many users have made it easier to contact customers. The company provided customers with a phone number, email, and an online service request page that they could fill out via the Internet. Once submitted, the request was routed into a queue and then assigned to staff members. It was an easy business improvement aimed at customer service while decreasing the number incoming calls. The self-help portal allowed clients to submit service request, view their service history, and check the status. Clients also found this a great way to save time and reduce the number of calls. It was designed to make it simple for customers to obtain help.
6. Electronic Forms and Documents: Reduce your waste
The majority of users understood that reducing waste didn’t simply mean reducing costs. Most users wanted to decrease their carbon footprint. The users could work from their Web-browser by moving from a paper-based track system to a system that was software-based. Using electronic invoices and estimates reduced ink and paper consumption. E-invoices and estimates are easier to fill out and much less likely to be wrong. These documents can also be emailed to save on postage, and increase speed of delivery for clients. The result was less waste and more efficiency.
7. Mobile Service Management is a great way to increase productivity.
The advent of smart phones has opened up new opportunities for users to work remotely. The field users wanted to be mobile and have access to their customer database as well as their service request system. They could do this with a mobile service management solution. Instead of being tied down at the desk, users can access their work from anywhere and anytime. A user also noted an increase in productivity due to the fact that service requests could now be submitted from almost anywhere. No longer was it necessary to wait until someone got in the office. The mobile service management solution allowed them to access their customer base, which further improved efficiency.