High customer satisfaction is vital to maintaining long-term customers and gaining new business. But what if your customers feel your service could be improved? Is there anything you can do?
Waterloo Biofilter Systems Inc., a small-sized water filtration firm in Canada, experienced this problem first-hand. This company develops, designs, manufactures and maintains advanced onsite wastewater treatment systems. They always provide excellent service, but they knew if they could improve a few issues, their customers would be even happier.
They wanted to improve in two main areas:
- Invoices were being sent to customers months after the service was completed. Unfortunately, they had usually forgotten what the invoice was for by this time and had to call the customer service department to ask for details.
- Handwritten reports were given to customers by the technician after the service visit. However, because most customers couldn’t read the handwriting, the information was basically useless.
ExpandIT Field Service Makes a Difference
ExpandIT Field Service gave Waterloo Biofilter Systems the tools they needed to take their customer satisfaction to the next level.
Not only did it address the two main issues they were facing, but it has helped them completely streamline their customer service in five ways:
1) Faster Invoicing
Invoices are now sent quickly and include detailed pictures and descriptions. This helps customers to feel confident about submitting payment for a recent service call.
2) Electronic Reporting
All forms and reports are now made electronically. Customers can easily read the reports and access all their information 24/7 via an online portal.
3) Real-Time Feedback
Waterloo Biofilter now receives real-time feedback from customers through the online portal. In the portal customers can:
- Discuss any questions or concerns
- Make appointments
- Check job statuses
- View past invoices
- Pay invoices online
- Access service orders and reports
This direct communication with the organization has eliminated unnecessary calls to the service department and empowered customers to get the information they need quickly.
4) Enhanced Communications
With ExpandIT Field Service, Waterloo Biofilter can share accurate information easily, keeping everyone on the same page.
Dispatchers can tell customers exactly when the technician will arrive, and the technicians come prepared with all the information they need. No surprises at the job site mean first-time fix rates have improved, and service visits are shorter.
5) Improved Billing
Hillary Craggs, Operations & Maintenance Coordinator at Waterloo Biofilter, explains how ExpandIT Field Service has enhanced their billing:
“The billing has dramatically improved. We used to be a few months behind all the time, and billing customers for work that had been completed. For alarm calls, I’m able to view that report as soon as the technician has done it and I can bill it right then so they can get their report and their invoice the same day.
Streamline Your Customer Service Today
Customers dislike going through disconnected and unorganized steps to get the service they need. A mobile field service solution eliminates that by streamlining customer service processes and keeping everyone on the same page. How does this help you? You create loyal customers and generate new business.
By seamlessly integrating with Microsoft 365 Business Central and Microsoft Dynamics NAV, ExpandIT Field Service is a game-changing solution that is sure to take your customer service to the next level.
Take steps today to optimize your service company. Learn more about the ExpandIT solution for service and installation companies by requesting a