Tracking and boosting the company’s on-field service teams are very important and every organization wants to achieve it. But how do you do it? Customer service metrics is an important tool to estimate the productivity of the field service workforce. But how do you get the accurate metrics? How do you address the basic pain points in managing the field force? Well, these difficult tasks can be accomplished using an effective CRM or Mobile CRM. Let us dig deep into how to boost service team productivity and engagement using a Mobile CRM and the benefits of a Mobile CRM for Field Service.
Let’s First Find out What a CRM and Mobile CRM is.
CRM
A CRM is a software application used by organizations to supervise and analyse their interactions with their customers.
It maintains customers' relationships and solves their queries using data analysis.
Mobile CRM
A Mobile CRM is a software application readily available on your smartphones, works as seamless as the desktop version CRM with added features such as geo-tracking to track the real-time location of roaming-users.
It has features like route planning and offline working capabilities to collect and analyse statistical data of customers online.
It allows the on-field support team to keep track of their tasks.
Do You Wish to Know Some Surprising Statistics of a Mobile CRM?
Well here are some of them:
In terms of work performance, mobile CRM increases employees’ productivity by 15%. (Source)
50% of teams improved their productivity by using mobile CRM. (Source)
The global mobile CRM market will grow 11% to $15 billion worldwide this year. (Source)
65% of sales reps using a mobile CRM achieved their sales targets. However, among those that had worked with traditional CRM programs, only 22% met their targets. (Source: Innoppl Technologies)
How Do You Boost your on-field service teams' productivity with an effective Mobile CRM?
1) Assign Work to the On-Field Support Agent
Mobile CRM is used to assign service requests to your on-field support team whenever a ticket is raised by a customer.
The Mobile CRM consists of the following features
Allotted service tasks
Check-in to the service location
Resolve the issue
Update the status of the issue to be resolved
Enter issue details
Schedule additional meetings
2) Never Miss an Opportunity to Reach Out to Your Customer
A Mobile CRM makes it effortless to develop a service plan for on-field support agents. It displays all the required details such as the request of the customer, customer’s particulars, location of the service asked by the customer and some additional details are available on the mobile interface.
Mobile CRM gives you the real-time experiences of the issues raised and assigned to the agent.
3) To Supervise On-Field Support Agents
The usual process of following up with the on-field support team going for resolving customer issues is the calls and the messages. But with Mobile CRM you will be able to track the status of the agent whether on location or not.
Location mapping features are:
Geo-Tracking
This feature helps track the geographic position of the agent and is displayed to the managers who are tracking his route.
Route Planning
It enables the agent to find out the distance between his workplace and the service location. This makes it easy for agents to reach customer’s shared locations in time.
4) Enhance Communication From the Work Field
On-site agents can share images and notes related to the product that they deal with at the incident site via mobile CRM.
The Mobile CRM has the service report feature- that makes reports of the work done by the agent in resolving issues and can be sent to the manager.
5) Understand Customer’s Issue Better
With Mobile CRM you can share customer product history, issues raised, past conversations and important notes with field service agents to help them better understand an issue.
6) Work While Traveling
Now your agents need not stick to the desktops while dealing with an issue. Use Mobile CRM to boost field service productivity by working on-the-go as soon as they receive tickets or issues to be resolved. Agents can work even when they are not in the office.
7) Keep Yourself Updated with Agents’ Work
Mobile CRM provides agents’ daily service schedule and keeps track of the pending work. This way you will know which issue has to be resolved next.
8) Get Notified and Apprise Customers
Receive all the service related information in the Mobile CRM through SMS or emails in real-time. Once the issue is resolved the app automatically notifies it to the customers by sending email or SMS and collecting feedback for the services offered.
9) Increase Efficiency
Increase productivity for your field service by using Mobile CRM to easily check-in and check-out at the customer’s location and update tickets by standing at one place.
10) Product Catalogue
With Mobile CRM your company and its services, features and description will be on your palm. This empowers your agents with marketing materials necessary to close more deals thus enables them to sell their products.
11) Keep Your Agent’s Sales Reports Updated
Mobile CRM allows you to access daily reports of on-field agents once they check out of the customer’s location. This surely helps you to know their whole day's effort.
12) Gain New Leads
Once agents are done with services they can look for nearby leads and contact them. This will add to his daily work and efficiency.
Closing Remarks
Well, if you are looking for stronger customer service, well-fortified synchronization with your on-field agents, enhanced productivity and better sales then the Kapture Mobile CRM is a must. The team becomes well connected and effective in its operations and gives better results. This in turn gets revenue to your firm. I would conclude by saying that Mobile CRM is under rapid evolution and going to grow even bigger in the future. So, go ahead, arrange one and enhance your business.
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