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.

All You Need To Know About Digital Transformation In The Customer Support Space

 It was a pre-COVID era when digital transformation was considered an important factor for the organizations but with the onset of the COVID-19, it has become a priority for the firms. Since the beginning COVID-19, millions of businesses had to digitally transition their functioning in search of business continuity and to cater to the needs of the customers amidst the COVID-19 pandemic.

What is Digital Transformation?

As Wikipedia defines it, Digital Transformation (also DX or DT) is the usage of digital technology to transform services or businesses, by replacing non-digital with digital processes or replacing older digital technology with newer digital technology. 

In a simple language, it could be defined as usage of any technology that improves your business and that could be a customer relationship management system or a service support software or a financing software or machine learning. Digitalization of manufacturing industries has allowed new production processes and much of the phenomena today known as the internet of things, artificial intelligence, machine to machine communication, and machine vision.

                      

Sectors of the digital transformation:

The digital transformation can be seen in the different sectors such as e-commerce, banking, health care, supply chain and hospitality management.

                        

Technologies:

Digital transformation aids technologies to generate value and new services for various shareholders, acquiring the capabilities to rapidly adapt to changing circumstances. Some of the digital transformation technologies in customer support which are changing the work environment are  Mobile CRM, Chatbot, Self- Serve, Ticket Management system etc. 

                                     

Let us see the role of one of the above-mentioned technologies in digital transformation and how digital transformation is driving the customer experience?

What is Mobile CRM?

Mobile Customer Relationship Management or Mobile CRM is a handy CRM tool which can be accessed via smartphones and tablets. 

How does digital transformation improve customer experience?

Connecting customers from anywhere and everywhere:

• You and your agents can reach out to the customers from any location as soon as you receive the notification as the mobile CRM is very handy and accessible from your pockets, it makes you solve the queries even when you are not in the office in front of the desktop.

• The inquiries section keeps all the questions of the customers from multiple channels available for you.

• According to Efficy, turnaround times can be reduced from 15 to 20%.

Keep tabs on your on-field agents:

• The Mobile CRM is designed with features which allow them to log in when the work starts and log out when the work ends, this enables you to observe their service on an hourly basis. 

• Get a meeting map and a look at all the meetings your agents have attended in a day. Stay updated of your agents’ whereabouts once they check-in and check-out of client locations.

Access customer database efficiently:

• The data in the Mobile CRM is updated in real-time and can be readily accessed at the tip of your finger even without accessing the system using the cloud CRM.

• The same data is obtainable to all the departments of the firm thus facilitating them synchronize and finish tasks effectively.

Prepare daily plans and share the calendar:

• Mobile CRM eases your job by allowing you and your agents to plan the day's events and execute them timely. 

• The same set of planned events can be shared with the team to perform efficiently.

Manage and update your leads well:

• Get a 360-degree view of the regular and potential customers, as the Mobile CRM keeps their contacts and their likes and dislikes on the palm of your hand that hints you of the future opportunities and empowers you to take the further steps accordingly.

Enhance customer and team retention:

• Customers start taking interest in your firm when you are giving them the solution properly without delaying their duty, as the agents are supplied with the Mobile CRM and answer the queries on time, the customer retention increases.

• A team feels more involved in the company and its products when they are constantly in touch with its customer and the products thus builds the team cohesiveness and this fosters employee engagement and retention. According to Efficy, you can expect growth of up to 20%.

Meet the customers’ expectations:

• When you are equipped with precise and the latest details or the information about the customers you are surely gonna ensure quality customer service thus increase the sales. According to Efficy, turnover can increase by 5 to 10%. 

These were some of the points explaining how digital transformation is shaping customer experience.

Closing Remarks

It is high time to adapt your business to leverage digital transformation leverage digital transformation because digital transformations have reshaped how companies approach customer service and digital transformation in customer service plays a significant role. Earlier customers used to find you but now with the digital transformation, you are finding the customers and how. 

5 Ways To Improve Real-Time Customer Support With A Customer Service Software

As quoted by Sunday Adelaja, the wealth of time is the only wealth that is more valuable than human resources. When it comes to prioritizing the customer's demands and giving them the best customer service, one of the major factors is time. A customer contends if he is provided real-time customer support promptly. An ideal customer service software can provide swift real-time customer support. There are a number of technologies present in an exemplary customer service software such as chatbot or the live chat, ticketing management system, data management, reports and analytics and Mobile CRM to automate their services and save time for the customers.

1. Live Chat

Imagine a scenario if you receive a priority request from the customer after office hours and you are not able to attend it. In that case, you would lose the customer. But what if there is a conversational agent that is a chatbot or live chat working uninterrupted in place of you. Then the customer request would be addressed instantly. 

Assign the requests swiftly:

• A chatbot allows you to allocate the queries automatically to the available agents thus every customer is attended in a timely manner and wins customers confidence by replying punctually.

Immediate association:

• The best feature of the chatbot is that you are connecting with the customers even prior to getting in touch with them through a call.

Quick automated responses:

• Swift responses are reached out to the customers as the responses are automated. 

Observe your customer:

• Behold your customer’s status thus giving them required services and not omitting any opportunity to aid the customers.

• It allows you to find the future potential problems of your customers.

Enhance the performance of the agents:

• It enables you to monitor the executive’s activity from log-in time until log-out. 

Enhance customer retention and acquisition

• When the customers receive swift responses, it gives them a sense of assurance that they will be given the finest real-time support services.

Automated lead generation

• Automated forms displayed on the customer’s screen would help you know if that is your potential customer. 

       2.  Efficient Ticket Management Software

It is a dashboard that solves the problem of enterprises having to manage a large number of support tickets. It helps the enterprise ticketing in 2 ways:

1. Handle customers’ generated queries from many different channels of communication.

2. Determining priority-based resolution for bulk tickets.

The system lets you:

• Nourish your growing inbox with an email ticketing system.

• Track of all inbound calls with voice tickets.

• Manage your social media interactions with social ticketing.

• Directly communicate with Customers on to the Customer Enquiry Channel with Ticket Management System

• Label tickets High, Medium, and Low and take immediate action.

         3. Mobile CRM

In the last decade, it has been observed that mobile traffic has grown exponentially. In 2008, 12% of the businesses used cloud-based CRM systems. By 2017, that figure had increased to 87%. CRM revenues are anticipated to cross over $80 billion in 2025. The below-given line graph shows the growth of mobile usage from 2018-2021.

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, 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 along with the managers.

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

How Does Mobile CRM Improve Real-Time Customer Support?

• Using the Mobile CRM, assign work to the on-field support agent.

• Develop a service plan for on-field support agents.

• It gives you the real-time experiences of the issues raised and assigned to the agent.

• Geo-tracking or GPS tracking unit helps track the geographic position of the agent via the Global Positioning System and is displayed to the managers.

• It enables the agent to find out the distance between his workplace and the service location as well as the distance between two or more given locations.

• It enables the agents to work while traveling.

4. Reporting & Analytics

• Transform your  real time support services by keeping a track on relevant Key Performance Indicators (KPIs). 

• Generate detailed  reports to assess chat traffic, missed chats, first response time, average turnaround time, customer ratings, and more. Measuring performance with data can help you understand customers better.

5. Consolidate Customer Data

• Give the access of the real-time customer information to the agents, that helps the agent to serve the customer in real time.

• An ideal customer service software gives access to up-to-date customer data as conversations take place while also enabling them to make updates in real-time. 

• Such a database can make easier communications across agents in the contact center, so customers that need to be re-routed do not have to repeat information.

Ending Remarks:

Considering the competition in the market an efficient customer service software is a must for your business. Customer gratification is the top priority and what's more than a delighted customer.

Here’s why using a CRM can streamline your enterprise’s ticketing procedure

As a part of systemizing your company’s customer support, a Customer relationship management (CRM) solution streamlines the ticketing process. You can easily track, access, and monitor a ticket at any point from its conception to resolution easily. As and when you respond to incoming tickets faster, customers’ satisfaction with your services also increases. But as an enterprise with a presence on multiple digital channels, how can you ensure your support team is attending to all tickets and solving all queries? This is where CRM comes in the picture.

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Let us dig in and find how having an efficient platform like Kapture CRM in place can boost your ticketing process.

• Quicker ticket resolution: A CRM solution automates repetitive tasks and facilitates faster ticket resolution. Simple and common queries can be answered by the service CRM software without involving an agent. Additionally, a unified customer view also helps support agents access the data required to resolve tickets faster. 
• Intelligent ticket assignment and routing: Manually assigning incoming tickets, especially across multiple channels can prove to be very time-consuming and expensive. Kapture CRM can assign tickets to support agents based on programmed rules and triggers. Tickets can be routed based on agents’ availability, preferred languages, locations, etc. 
• Growth in revenue: By constantly engaging with your prospects and customers using CRM, you can witness increased lead conversions and enhanced customer loyalty. These are very helpful in maximizing your revenue. Additionally, automation facilitated by CRM helps you cut down on unnecessary workforce and resources, thereby increasing your return on investment. 
• Field force process automation: A CRM solution can streamline tickets pertaining to on-field requests, making the process much more transparent and reliable. Agents can access customer history, past ticket details, purchase history, etc. on the mobile CRM app without having to switch applications. 
• Creating personalized customer journeys: Customers pay attention and care about the way they are treated and interacted with. This also impacts their perception of your brand. With an efficient Service Management Software system, you can provide personalized support and ensure all your customers are attended to. This helps in building your brand reputation. 

What is Service CRM? | Kapture CRM
In the customer service Game, you need to be available to your customers through multiple sources of contact. Kapture’s Service CRM software lets you personally connect with new and potential customers when they want, and how they want, helping you create meaningful conversations.
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These are some of the ways in which a CRM can scale the ticketing process of your businesses. In addition to these, you can streamline sales using the same solution as well. By providing appropriate and timely solutions, deliver top-quality customer support experiences.

 

Contact Kapture CRM for additional details about ticketing helpdesk. You can also choose a 30-day free trial.