Efficient task handling depends on adequate task assignment and each technician’s motivation to manage their work. When properly qualified and motivated workers receive appropriate information and have the parts they need, the service may be performed during the first visit. But even then, technicians may experience problems, for example if a task turns out to be more complex than expected.
In this situation, effective communication and collaboration between team members is essential. To perform better and deliver top customer service, technicians also need additional incentives such as gamification. To facilitate this, you will need functional, innovative software.
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With Comarch FSM software, each technician’s work is planned automatically, based on skill set and location. Each worker receives a notification on a smartphone or tablet, along with all required information about the work order, particular tasks and customer location. By empowering field service operatives to access the service history, they can also diagnose the problem without unnecessary calls to colleagues. Technicians can be advised on the route they should take in order to arrive at a client’s premises on time.
In some situations, technicians need to work together to resolve more demanding tasks. Comarch FSM solution enables effective communication between team members, thanks to the internal chat feature, photo attachments, and real-time notifications. Task steps can be explained in detail to less experienced technicians, allowing them to complete the work order. And, when there is need for particular equipment on site, they are able to transfer it from another technician with one click on their mobile device.
The service visit ends with client confirmation and work assessment. With the Comarch FSM mobile app this process can be simplified and paperless. Employees add service documentation, create completion reports, and ask the customer for a digital signature. In order to facilitate better client service analysis, they are also asked to complete survey reports and assess the quality of tasks. With these features you empower your technicians not only to manage the tasks, but also to improve client experience.
When technicians are motivated to manage their assigned tasks, your company is able to ensure outstanding service for clients. This is why Comarch FSM offers an additional gamification module allowing you to reward workers for delivering superior service. The feature can increase your employees’ motivation, assigning them points that can later be exchanged or granted to other technicians. Workers can also compare their achievements with those of their colleagues. Thanks to this, every member of your field staff becomes more engaged, your clients benefit, and you ensure high customer satisfaction.
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