Field Service Management

The Problem

When a product breaks, brand loyalty is at stake. Studies have proven that postsales service is a key factor in whether a satisfied consumer becomes a loyal customer or not. If consumers receive prompt, courteous and competent service, they often become more committed to the brand and will refer their friends and associates. If the service is slow, poor or otherwise unsatisfactory, the consumer will become dissatisfied and advise their peers to avoid the brand. Regardless of the outcome, service is a critical decision factor in determining brand loyalty. 

During product repair, a service provider is the key ambassador for the brand and has a pivotal influence on the consumer. In order to remain cost competitive, companies must rely on a network of external service providers. Trying to build and maintain a responsive service network with inefficient communication using phone, fax or email is slow and tedious. If a company is unable to quickly uncover reasons for customer dissatisfaction and react by renovating or supplementing their service network, they will erode customer loyalty with poor service and will not be able to keep pace with competing brands.

Our Solution

Automating the collection and management of information about authorized service providers streamlines communication and underlying processes between companies and their independent service network. Reporting facilities and consumer surveys measure the coverage and quality of service in order to optimize field service performance.

ServiceBench Field Service Management

ServiceBench Field Service Management is a software solution that enables management of an independent network of service providers for optimal performance. Consumers are surveyed for feedback following a service call to immediately uncover their satisfaction level so that potential problems can be identified at the source. Companies can track accurate and timely information on their authorized service providers to measure and predict service performance.

The ServiceBench Field Service Management solution provides the essential foundation for building a high performance service network. Companies can devote their resources strictly to delivering superior service that earns customer loyalty and protects their brands.

The ServiceBench Field Service Management solution consists of the following modules:

Service Network Center
The Service Network Center module facilitates interaction between a company and its service providers over the Internet. Data maintenance is alleviated by allowing service providers to manage and update their own contact information. Contractual terms are maintained by the company for each service provider such as service rates, coverage areas and product brands that are serviced. Re-authorization of service agreements is automated and allows service providers to negotiate contract terms online during the contract renewal process. Armed with this information, manufacturers can easily pinpoint weak areas of coverage within an overall geographic area.

Surveys
The Surveys module helps track customer satisfaction by following up service calls with a questionnaire. Consumers are solicited for their feedback on the performance of a service provider. Survey data is used to analyze and measure individual service providers, service processes and customer perceptions. Benchmarking options exist to measure the responses for a specific service provider against standards for both the Consumer Satisfaction Benchmark (CSB) and for the Fraud Identification Benchmark (FIB). The Surveys module helps to uncover dissatisfied customers, reveal underperforming service providers and detect fraud. Companies gain a deeper insight into the performance quality of their service network and a better understanding of perceived product quality. Learn more in our Survey Booster - 5 Methods to Maximize Survey Results webinar.