FSM – 3 M’s your Customers expect from you!

A long journey with a number of our clients over years has helped us to understand all the aspects of FSM (Field Service Management).

Waste management and energy conservation, housing and tenant facilities, university equipment servicing, office requests, council, and citizen service requests module, HR cases, street scenes or anything which requires the organization to send out its technicians off the premises to serve the customer – needs to be handled effectively to survive in the longer run.

The impact of technology has made it very clear that if you are not able to embrace the change; you won’t be in your customers’ good books or they may never come back to you. No company would want that, right? Dealing with FSM business includes dealing with customers over a variety of regions with a mixed bundle of requests coming in at any time, your workforce that has to be trained to efficient, your back office staff for data management and sometimes third party organizations. The biggest challenge is to coordinate everything so that at any moment you have a definitive answer to your customers! The following quote holds perfectly true-

“Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.” 

– Steve Jobs.

Here are the 3 M’s your customers are actually expecting from your FSM organization-

Multi-channel Availability

Everyone is connected in this instant world. Internet based platforms for business has hardly left any limitations. A significant rise has been seen for the companies who allow their customers to raise their ticket or request a repair/service from a web browser, tablet, and mobile application for smartphones on windows, android and iOS platform. This makes your availability ubiquitous attracting your customers to log their requests anytime and anywhere.

Minimum User Efforts

Everyone is occupied with their own work so much that they expect things to be done with minimal efforts from their end. For a successful business run, indulge in a portal and mobile application that allows you to design your own e-forms which require less of efforts from end-user. For example, iTouchVision’s software has Location picker, media attachment, saved the history of a customer making it easy for him to simply do the work in a matter of clicks. Even in the case of customer calling contact center, the agents have all the information which makes it a smooth ride.

Maximum Quick Resolution

Nobody likes to wait! A customer can actually get frustrated if he feels his request is being ignored, although your employees may be working on it but due to lack of proper communication, things may turn sour. Our scheduling software allocates a specific appointment window to every unique request and sends out staff based on their skills increasing the First-time fix ratio! The customer feels important as he gets every update and the process is completely transparent. Ensuring lesser time gap between information reception and action taken is the key!

We have implemeted the best CRM (Customer Relationship Management) strategies in our software. Every result proves that automation for field service management is a boon that can bring a huge revolution to your business organization. More on the “CRM for FSM” can be discussed with us by signing up for a free demo or on our Facebook, Twitter, Google plus, and Linkedin profile.

Make your Move now!

iTouchVision is one of the world's leading cloud-based service provider with innovation & excellence at its base. The company has made its presence in all business verticals with its technical & operational capabilities to enhance the working of private & public sector organisations. Our products, ranging from Web-based software to Mobile applications have made their mark globally to transform the way work is completed.