Field Service Management Tips to Improve Customer Experience

By Emily Pribanic - Published on May 3, 2018
field service management tips to improve customer experience

Improve the customer experience your field service agents provide with these management tips.

Customer experience is very important for any company. If you are sending filed service technicians out to interact with customers, you need to make sure that they’re fully equipped to provide the best customer experience they can on behalf of your company.

Field service technicians are often the only personal interaction a customer has with a company. For this reason, it is essential that your company provides these technicians with the proper tools to allow them to perform their job as effectively as possible. Having the right mobile tools will allow your field service technicians to show up on time, communicate effectively with the customer, have access to all the knowledge they need to complete the job correctly and have access to the customer’s history to understand and communicate with the customer in the best way possible.

Field Service Mangement Tips

Implementing a cloud-based field service management software is one of the most effective field service best practices you can execute on behalf of your company. With a cloud-based solution, your field service technicians will be able to access all the information they need and can communicate with you no matter where they are. With the right field service management software, you’ll be able to effectively increase your field service response time, prevent service failures, empower your customers with self-service, run complete diagnostics, focus more on selling service contracts, ensure that your technicians have the right tools and technology to complete the job and allow the sales team to improve the products you provide.

Field Service Management Software

Having the right software to improve the customer experience your field service technicians provide is essential. There are many options on the market to choose from so before you decide on a software you think is best for you company, keep in mind the needs of your company, review the software and understand what it can provide your company, and know how it can improve the satisfaction of your customers. Also, choosing a software that will allow you to use the cloud will drastically increase the amount of information your field service technicians and sales team have access to. A few of the top field management software solutions to choose from include:

  • mHelpDesk
  • Service Fusion
  • Kickserv
  • Jabber
  • Verizon WORK
  • BuleFolder
  • SkyBoss
  • Field Service Lighning
  • simPRO Software
  • FieldEdge
  • IFS
  • HouseCall Pro
  • Klipboard
  • Synchroteam
  • Vonigo

Service Industry Trends of 2018

With the increase of technology, we’re now able to complete our jobs much better than ever before. Here are a few service trends of 2018 that are drastically improving the way our field service technicians operate and improve the experience of customers.

Internet of Things (IoT)

With more than 12 billion devices connecting to the internet, we can use multiple devices for the same purpose and never miss a beat. With this high amount of connectivity, service agents can address customer issues much more effectively and efficiently. Having devices connected is very important to a field service agent because smart connected devices allow technicians to perform their job better and faster.

AR and VR

Augmented and virtual reality are making huge waves in the entertainment world but they’re also improving the work world as well. VR and AR are already improving the work experience with employee training and hands-free communication, and they’re also improving the field service industry. With augmented reality, technicians can simply point their smartphone at a device or machine and receive repair instructions superimposed over the image, making their job much easier and allowing them to complete it much faster.


Filed service automation not only drives revenue growth but also gives technicians immediate access to inventory stocks and customer data. With automation, technicians function more efficiently, save time being able to locate information much faster, and thus, can spend more time with customers, increasing their satisfaction.

User-Friendly Mobile Experience

With the number of mobile phone users exceeding 5 billion by next year, as predicted, it only makes sense to implement user-friendly mobile experiences to increase the satisfaction your customers have with your company. Investing in mobile is essential because it creates efficient communication channels, improves employee team-building, offers more solutions for any conflicts that may arise, and creates and improves real-time interactions with your customers.

Improving the experience your customers have with your company is extremely important to increase your revenue and improve or maintain the reputation of your company. With the right field service management software, you can easily achieve high customer satisfaction and ensure that your field service technicians are the best in the industry.

Emily Pribanic | Emily is a graduate of the University of North Texas. She has her B.A. in Advertising with a concentration in Copywriting. Emily has been writing since she was young and has a creative imagination. She lives in Dallas, Texas with her family and two cats.

Emily Pribanic |Emily is a graduate of the University of North Texas. She has her B.A. in Advertising with a concentration in Copywriting. Emily has been writing since she was young and has a creative imagination. She lives in Dallas, Texas with her family and two cats.

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