Truly successful service providers understand that the role of the service technician is changing. Digitalization is making it possible to enhance the entire customer service experience. From greatly improved first-time-fix rates, to real-time service response, to predictive maintenance, service technicians can almost guarantee customer satisfaction. However, digitalization is redefining the role of service technician in more ways than one.
Field services are no longer just a matter of installations, repairs, and maintenance. In fact, service technicians are becoming valuable lead generators and contributing substantially to new revenue streams.
As per research well-equipped and prepared technicians can contribute to cross-selling and upselling. When switching to the FieldAx field service management solution, the company saw a increase percentage in lead generation.
Sales is a straightforward business. A company sells a product and simultaneously attempts to offer the customer as many additional complementary services in the process. Maintenance packages, insurance policies, and even training are all standard cross-sells for new products. However, the limitations on legacy systems often meant that the sales ended there. Without a comprehensive system in place to sync valuable customer and machine data with back-office information on new offers and products, it was nearly impossible to inform customers about upgrades, add-ons, accessories and more. Thanks to digitalization, this is changing.
In order to maximize on this potential for lead generation, two things have to happen. Service technicians have to be aware of what to look for and what questions to ask. This is easy to accomplish with detailed checklists and procedures, for example by creating business rules in the database. With a set of guidelines, service technicians can easily navigate a service call without overlooking any opportunities for upselling or cross-selling.