Customer Satisfaction is Driving Tech Innovation in Field Service

Service businesses are increasingly using field service as a means of customer delight— according to Gartner, 70 percent of organizations will cite customer satisfaction as a primary benefit from implementing FSM tools by 2020, up from approximately 50 percent today.

15 February 2020

Service businesses are increasingly using field service software and CRM as a means of customer delight. According to Gartner, 70 per cent of organisations will cite customer satisfaction as a primary benefit from implementing FSM tools by 2020, up from approximately 50 per cent today in 2019.

The global market now sets the standard in satisfaction

Businesses today are competing on a global measuring-stick. No longer are we competing against those within the same industry as us, we are all being compared to the Netflixes, Google’s and Apple’s of our generation and how we compare on the ‘experience meter’ - are we meeting growing expectations?

Customers Expect Clear Proactive Communication

According to a recent study by Field Technologies Online, almost half of field service leaders are concerned about keeping up with increasing customer demands (46%).

Research carried out by CSG highlights that communication as a basic expectation across customers surveyed, and noted that “consistent and proactive communication is a differentiator, whether it’s in person or through technology.”

Some Interesting Stats

Customer demands are now more than ever service-related, where paying for a better experience is viewed as better value. It’s so important, that according to Bain & Co, a customer is four times more likely to buy from a competitor if the problem is service-related, versus price or product-related. Whoever said it’s all about price!

What can Field Service businesses do to keep up with demand?

According to Forrester, 72% of businesses say improving customer experience is their top priority.

Most modern field service software is designed to improve the way you manage your operations, and indirectly affects customer experience - from scheduling to service reports, quick and easy invoicing and analysis of your operations. These are vital aspects of deciding which platform to choose for your business and need to be looked at very closely.

Here are a few ways to improve your operations and ensure customers are kept in the know:

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About Fieldmagic

Fieldmagic is a modern cloud-based field service and asset management platform with CRM, quoting, scheduling, billing, reporting & offline mobile app for Android & iOS.

We believe in designing easy to use, and most importantly, fast software. That’s why at Fieldmagic we are continually innovating our products to provide our customers with the necessary tools to deliver great customer experiences and manage their operations with fewer clicks, and greater efficiency.