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N umerous sectors of the economy are recognising the benefits of digital workflows. What initially involves some cost and also some project work for companies can significantly increase efficiency and maximise long-term profits. Digitising customer service pays heavily into your business goals and brings many additional benefits - no more so than field service operations and organisations.


  ADVANTAGE 1  

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THE DIGITALISATION OF CUSTOMER SERVICE BRINGS TRANSPARENCY

The channels through which you can interact with the customer are manifold. The established ways of contacting by phone and face-to-face, have been expanded in recent years by contact via email, live chat and social media of their choosing. It is difficult for companies to keep track of this. Digitising customer service allows for an improved, higher level overview of a customer population and the associated data allows for a deep dive into audience profiles. Moreover, you can be present across many channels at the same time. This way, more customers become aware of your company, which helps you to increase your acquisition and brand perception.

Read more: Field appointment optimisation

  ADVANTAGE 2  

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EXCHANGE OF ALL CUSTOMER DATA IN REAL TIME

From the moment the customer service department records customer data, the field service can access the recorded data directly. Customer requirements, parts history, re-booking and additional services can therefore be served faster and more conveniently. This connectivity increases customer satisfaction and, in the long run, the success of your company.

Read more: Field service efficiency is customer service

  ADVANTAGE 3  

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DEFLECT HIGH COST PRESSURES

The cost pressures in the areas of customer service are constantly increasing, especially with inflation in wages and field employee retention. Digitalisation helps keep the human effort for administrative activities as low as possible. Processes therefore run more efficiently, enabling your company to withstand even the highest cost pressures. At the same time, capacities in customer service are freed up, which you can use more profitably. Such activities include longer and more complex improvement projects (such as helping customers find answers more quickly) using new data now available.


  ADVANTAGE 4  

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INCREASE THE QUALITY OF SERVICE THROUGH DIGITAL PROCESSES

Mistakes happen in the workplace. This basic rule is counteracted with remaining agile. You will find that fewer mistakes happen where agile, automated processes take over, with minimal manual intervention. Use the digitalisation of customer service to raise the quality in your business, before mistakes appear. Fully tested automated workflows run more solidly, faster and with fewer errors. This increases your efficiency, reduces ovoverall troubleshooting costs and also contributes to measurable customer satisfaction.


  ADVANTAGE 5  

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A SUSTAINABLE BALANCE THROUGH DIGITALISED CUSTOMER SERVICE

Climate change and sustainability has increasingly become the top-publicised focus of companies both in and out of field service. By digitising your customer service, you can gradually replace old, paper-based workflows and expensive file archives (and the transport and heating/lighting for them to be serviced). This not only reduces your internal costs, but also improves your company's eco-balance in the long term. Use this opportunity to create a make a valuable contribution to environmental protection and match your external branding.

Read more: Efficient field maintenance of solar and wind utilities

  ADVANTAGE 6  

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APPEAL TO YOUNGER CUSTOMERS THROUGH DIGITAL PROCESSES

The youngest generation has grown up in a digital world from the beginning. It is therefore to be expected that potential customers will increasingly expect and demand the latest digital processes. Position your business well for the future by digitising your business as early and audience-appropriate as possible. By presenting your brand in a modern way, you can appeal to your potential future customer base, earn loyalty from all tech-savvy early-adopters, and assist the long-term success of your business.


  ADVANTAGE 7  

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MOTIVATE YOUR EMPLOYEES THROUGH DIGITAL PROCESSES

In legacy, analogue customer service, time-consuming and constantly recurring tasks are an everyday time-waster. Such processes are demotivating and unpopular. Take advantage of the opportunity to automate these processes and relieve your employees of these tasks. Instead, they can then devote themselves to more demanding tasks and are therefore more motivated at work every day.

Read more: Important KPIs for field service

CONCLUSION: THE DIGITALISATION OF CUSTOMER SERVICE ENSURES SUCCESS

This introduction shows how digitalisation is an important step for the long-term success of your company. If you want to successfully launch into the future with your company, you will not be able to avoid digitising your customer service channels. Embrace the benefits that this change brings. In this way, you can not only increase the efficiency and profitability of your company in the medium and long term, but also speed up processes and keep the motivation of your employees at a constantly higher level.