In today’s competitive business landscape, delivering exceptional field service experiences is crucial for companies looking to stay ahead of the curve. To achieve this, you need to actively listen to your customers and continuously improve your service offerings. This is where the Staffino customer experience platform comes in, offering field service management (FSM) teams a powerful customer feedback tool to enhance their daily operations.
In this article, we will explore the top three benefits that advanced feedback collection through Staffino brings to FSM teams using a field service management software such as SAP, Salesforce or IFS, backed by real-life examples of our clients’ success stories.
Top 3 Staffino Benefits for Field Service Management
Staffino has proven to be highly beneficial for our FSM clients, as evidenced by their remarkable achievements in the field of customer and employee experience. Let’s closely examine the top three advantages that our clients have experienced.
1. New Revenue Potential: Uncovering Upsell and Cross-Sell Opportunities
One of the significant advantages of our CX programme is its ability to uncover upsell and cross-sell opportunities, leading to new revenue streams for field service management.
Let’s take the example of our client, Jungheinrich, who harnessed the power of customer feedback to drive market expansion.
Jungheinrich AG, a global leader in material handling equipment and warehousing technology, has been successfully partnering with Staffino since July 2022 to enhance its customer experience in the Slovak branch.
Our long-term customer experience monitoring has revealed that nearly 30% of Jungheinrich’s customers also utilise services from alternative providers. This presents a substantial opportunity for upselling and enables us to pinpoint potential customers who may be interested in expanding their use of Jungheinrich’s services.
By leveraging this insight, the company can strategically target these customers and strengthen its market presence while enhancing customer satisfaction and loyalty.
2. Enhanced Customer Satisfaction and Loyalty: Improving Service Quality
Staffino’s field service management solution allows customers to provide real-time feedback on field service interactions, enabling companies to identify areas for improvement and enhance technical service quality.
Let’s look at our client Viessmann and their performance in this regard.
Viessmann is a global leader in delivering cutting-edge heating and energy solutions. With a presence in 74 countries, Viessmann has been utilising Staffino in Slovakia and Czechia since March 2021 and March 2022, respectively.
Viessmann conducted a feedback survey, which revealed that two-thirds of customers identified the technician’s approach and the quality of their work as the most significant factors influencing their loyalty, as indicated by the NPS customer experience metric.
Armed with this knowledge, Viessmann took action steps to improve customer loyalty by addressing these specific areas. By promptly addressing customer feedback, Viessmann enhanced the quality of its field service operations, leading to higher customer satisfaction and loyalty.
3. Increased Employee Engagement through Daily Recognition
Recognising and appreciating the hard work and dedication of field service technicians is vital for boosting employee engagement and motivation. Staffino’s Employee Recognition plays a crucial role in this aspect.
Our client, Slovanet, experienced great success in this regard.
By implementing Staffino, Slovanet saw a significant increase in feedback conversion rate, surpassing the market average.
This indicates that the technician invests more time in explaining information and building a relationship with the customer, which significantly impacts customer experience and their willingness to share it. Moreover, receiving such a substantial amount of feedback has not only provided valuable insights but also generated significant marketing and sales data.
Additionally, a whopping 72% of customer feedback received by Slovanet came with verbatim, i.e., a textual description of customers’ experiences. Staffino allows you to effortlessly share positive customer feedback with individual technicians, boosting their motivation and showcasing the value and significance of their professional, customer-oriented approach.
This kind of daily recognition not only boosts morale but also motivates technicians to consistently deliver high-quality service, leading to improved customer experiences.
Conclusion
We’ve witnessed countless instances where our innovative CX and EX products have made a real difference in our clients’ businesses. These success stories are a testament to the incredible power of customer feedback in field service management. So, if you’re looking to stay ahead in the FSM game, integrating Staffino with your field services software is the way to go!
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