By Morten Fritsch
Connected Field Service
The argument for focusing on customer retention through Connected Field Service is actually quite clear-cut: On average, it costs five times as much to attract a new customer as it does to retain an existing one. There is a 60-70% likelihood of a (satisfied) existing customer buying products/services from you again, and existing customers also spend 31% more than a new customer.
The figures really do speak for themselves, don’t they? Customer retention can be the key to a well-run business.
But how do you go about retaining customers?
The answer is Connected Field Service. We don’t have to go more than a few years back in time to find companies that overlooked the importance of service technicians in relation to customer retention. Fortunately, those days are over. Today, the vast majority of businesses respect their service technicians for what they really are: Brand ambassadors who play a major role in customer retention. However, when it comes to a service organization as a whole, there’s a huge number of companies that can reach new heights by working with Connected Field Service, both in terms of improving their service and, just as crucially, making better use of their employees’ time and skills.
With a sensible digitalized field-service system, you will have all your service processes in one place. We help you rethink your processes so that you get an optimized business with clear and straightforward guidelines. What you will end up with is a full overview, where information such as inventory status, forms, customer histories, upselling opportunities and many other things will be at disposal to every employee in the department-also when they are out in the field.
Connected Field Service takes it one step further with the introduction of IoT units, which allow you to help customers before they even discover they have an issue. With the right system, you can compile a wide range of data and become experts at spotting when your products need servicing, thereby optimizing your service organization.
As a bonus, the data you collect can also be used in the future to develop new services or business models, meaning that it’s not only great customer service, but also great for your business. The reason why is that it essentially allows you to perform a wide range of tasks without having to make field service visits to the customer, while you can also carry out any necessary service visits based on the specific data, available resources and the customer’s SLA.
The potential for expanding your business relationship with your customers becomes huge simply because efficient service is crucial to your customers and their business.
Microsoft Dynamics 365 for Field Service
Our solutions are based on Microsoft Dynamics 365 for Field Service, which is a simple system that integrates planning, shipment, inventory and communication with technicians in the field. This means that you can easily measure the success of the new processes and take action in areas where there is still room for improvement.
You may have needs that are particular to your business, which is why we will of course design a solution that is tailored to the needs of your specific business.