Boost Your On-Field Service Teams' Productivity With An Effective CRM

 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

1. Allotted service tasks

2. Check-in to the service location

3. Resolve the issue

4. Update the status of the issue to be resolved

5. Enter issue details

6. 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:

1. Geo-Tracking 

• This feature helps track the geographic position of the agent and is displayed to the managers who are tracking his route.

 

2. 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.

Four Aspects Of Mobile CRM That Will Positively Impact Your Business Productivity

If you are still in two minds about turning your business into mobile-centric model, let us present you the facts that will stare you right in the eyes.

Approximately, 2.8 billion people reached out and connected through their mobile devices in the last year alone. With the expectation of incremental growth in near future, mobile customer relationships is going to take a more pivotal place for businesses.

From the perspective of business, this dynamics could act as a double edged sword – you can either leverage your existing process to improve your business or fall prey to the comparatively better adapted competitors.

A business-integrated technology such as mobile CRM allows you to play a more central role in establishing a successful business ecosystem. This will help you create much closer relationships with your customers.

In this blog, we will examine the different aspects of Mobile CRM that could help you incrementally improve your business solutions. We will also discuss about specific ways that mobile CRM could modify your current business dynamics.

1. Creating a Mobile-centric Supply Chain and Value Distribution

Even in a traditional business model, the value of a supply chain is determined by the availability of accurate and up-to-date information. The mobile-centric supply chain can establish smooth sharing of information across team hierarchies.

A mobile-enabled supply chain will be more intelligent at handling the stock status and demand of goods across different communication touch points. It will also allow an easy overview of stock availability across each touch point.

In turn, this will help get the stocks easily distributed and managed across your entire stock distribution chain. Further, you can gain a higher value for your distribution network that provides greater penetration and visibility across your market.

2. Creating an inbuilt information feedback-Loop

Most of the business delays are caused due to delays in availing and acquiring information. This usually in-turn depends on the availability of both parties.

Secondly, the conformation of the availed information is also a source of further confusion and delays.

The mobile CRM forms a dedicated communication link between businesses and clients. As all information is available on a single platform, it’s also easy to correct errors and point out inconsistencies in the recorded data.

For example, if the manager considers a high value client, he can take it up for immediate review and processing.

This could potentially be an effective way to manually choose and prioritize between different clients.

It can make mobile CRM into a quick enabler to even slow moving business activities that may limit your organizational speed.

3. Achieving Greater productivity with better Team Control

The term productivity is usually associated with getting more work done in lesser time. Still better, it can also mean more revenue generating activity within a given time limit.

Wait, let us explain.

Usually, most of the productivity boosting protocols involve segmenting and giving independent control to each team manager. In-turn, these teams will be responsible for a higher amount of work output. Even if this model could easily improve work output per employee, the effect of collective organizational productivity is much dubious.

It will also mean that your productivity is no-longer constricted to pipeline effect in your work flow.

The mobile CRM platform will be a much more useful form of productivity boost that enables your entire organization.

The enterprise mobility system will enable each employee to communicate with the consented departments or teams. This will minimize the protocol to obtain tighter integration between different teams and individuals.

This will give constant feedback of your employee performance in your integrated dashboard.

In this way, you can control the trade-off between segmentation and team work towards deriving greater team work or productivity.

4. Establish a Definite Process flow and checklist in your core activities

In the present business ecosystem, forcing employees to work additional hours is an easy way to lose their core efficiency. Otherwise, this may end-up with pondering the core-activities on each turn. A mobile CRM helps you establish a definite process flow to manage your business activities.

A mobile CRM will help you establish a definite checklist to improve your business flow. This will also help you establish strategically streamlined decision making process.

Conclusion:-

The current market dynamics dictate a closely connected seller-buyer ecosystem. This means that mobile CRM app could be your trump card to achieve greater business productivity.

The mobile CRM enables you to stay-connected with your team and customers. This will also help you accelerate your flow of business decisions.

In-turn, this will help you understand and leverage your normal daily decision making processes. This will also give an on-the-pulse understanding of business mechanisms and possible hurdles.

Five Differentiating Mobile CRM Benefits to Improve your Business - Kapture CRM

Whether you are a micro manager or prefers to empower employees with the right tools, Mobile CRM software remains an indispensable part of the modern business suite.

Mobile CRM benefit includes a simple and straight-forward way for managing daily obligations and streamlining decision-making responsibility to the right individuals. It involves integrating multiple business tools and utilities to create a unified approach.

For a running business, this results in ability for speedy decision making and innovative ways of managing customer requirements. All these create a creative and better ways for managing your business.

Mobile CRM software integrates multiple utilities and functionalities to improve your business. This creates a direct and straightforward solution for challenging and sometimes pressing business challenges…

Here we enumerate five direct benefits of mobile CRM, which helps you derive an effective way of running your business.

Acquiring Live Reports and Ground-level Insights

In most industries, the managers are kept in dark about daily proceedings until the arrival of end-of-the-day reports…

But the EOD reports are condensed into sets of facts and figures, often exclusively focusing on outputs.

By using Mobile CRM suit, your field executive can collect and record inputs and orders from every customer and prospect. Further, this could be streamlined to concerned manager or business provider.

This enables you to accurately follow-through live business developments throughout the day. Live reports give you an updated picture of ground-level operations at any particular point-of-time.

This helps you establish fact checking process or process attribution. You can also make latest insights based-on live reports. Here, Mobile CRM adoption lets you steer your business to a position of advantage.

Combining live Reporting with your daily decisions

All running businesses need to take live decisions….

Without a platform to unify and procure right decisions, field executives could be left to take live decisions. Most often, these could be error-prone and inconsiderate to practical situations.

A network of mobile CRM allows you to collect multiple live data into a single dashboard. By streamlining multiple data sources, you can streamline data to a single resource.

Further, Mobile CRM suite lets you raise approval-request to the right authority. This could be approved or rejected based on live circumstances. This enables right individuals to take the further decisions.

Engaging and Building-on prospect Interests

In the traditional system, most client feedbacks are lost in transition or employee communication.

CRM-based Communication creates an efficient way to transfer customer opinion and feedback to the concerned authority. By establishing a centralized hierarchy, you can streamline prospect interest to a single dashboard. This enables respective managers to keep-track of incoming customer inputs.

It also allows you to approve individual deals suggested by customers through sending ‘mobile-based approval request’ to business owners or customer dashboards.

Further, these feedbacks could be consolidated into active customer reports through CRM. This allows your field executives to able to view customer feedbacks on the right platforms.

Mobile CRM also enables you to readily collect and store client opinions on a unified storage unit – cloud servers. This could be retrieved and dissected any time, providing accurate data about your prospect interest.

Mobile CRM forms customer Perspective…

In today’s day-and-age, speedy decision making is associated with agility and efficiency. When you are able to respond to customers at earliest, it also generates an automatic interest and higher probability of future connection.

In a world of dispersed attention, mobile CRM considerably accelerates your speed of decision making in a daily scenario. By CRM-based ticketing, you can create better grounds for live spot decisions, allowing direct customer collaborations.

In the end, multiple time consuming business proceedings could be tied to provide a streamlined process. Thus improved and prolific customer relationships could be attributed to mobile CRM benefit.

When you are looking to combine multiple perspectives and supplement your decision-making skills, a Mobile CRM could be an instant difference-maker.