Partner Article

The changing dynamic of customer service

By Mark Forrest, General Manager, Trimble Field Service Management

As the number of customer touch points continues to sweep across the consumer landscape, the importance of field services has evolved with it, shifting from operational necessity to strategic value. Customers are now more demanding than ever before, leading field services to become the new frontline in achieving customer satisfaction, brand reputation and, ultimately customer retention and profitability.

Online shopping goes hand in hand with field service delivery and a study recently commissioned by Trimble revealed that UK shoppers are spending a staggering £3,523million per year on delivery charges for online shopping. Convenience (36%) is cited as the key reason for shopping via the web but crowded high streets and shopping centres (20%) and busy lifestyles (15%) are also driving UK shoppers to abandon the high street. Controversially, 7.6million UK adults would go as far as to say that the UK high street is dead. However, although many are prepared to pay for the convenience of ordering products and services from the sofa, many are not happy with the current service they receive.

Understandably, paying a delivery charge sets an expectation with consumers for a quality service. UK shoppers’ value being able to choose a delivery slot, being kept updated if there are any changes to arrival times and friendly delivery teams. Not surprisingly then, tardy arrivals, missing deliveries and the inability to specify a time and date for arrival are the key contributors which have left consumers feeling let down by online retailers.

Technology is available today that can help retailers improve their service for consumers. Fleet and Work Management solutions enable every aspect of field operations to be measured, recorded and analysed, delivering the intelligence managers need to make informed decisions. Today’s solutions can provide vehicle locations, on site routing information, as well as real-time job statuses information meaning businesses can keep on top of fleet operations as well as service levels. The key is making and keeping commitments and then ensuring the customer is informed along the way. As the online era is here to stay retailers have a real opportunity to improve their brand recognition and leapfrog the competition by providing excellent customer service.

Ultimately, customer satisfaction can go hand in hand with the online retail boom if companies embrace the capabilities of technology. You cannot manage what you cannot measure and taking steps to achieve optimum productivity and on-time service delivery whilst keeping consumers informed can pay dividends when it comes to keeping your customers happy and your brand reputation intact.

For more information visit: http://www.trimblemediaeurope.com/

This was posted in Bdaily's Members' News section by John Cameron .