Provide Personalized Service by Knowing Your Customers

This article is the sixth in a series highlighting the 7 ways field service operations can increase customer satisfaction. Be sure to check out the first five articles on Enhancing Communication, Field Service Feedback, Field Service Mobility, Field Service Training and Going Beyond the Break-Fix Model.

Delivering personalized service is essential for businesses to succeed in today’s competitive market. Everywhere we look, online ads and recommendations are customized to our preferences, needs, and desires.

Because personalization is ingrained into our daily lives thanks to the internet, customers now expect a higher level of service in all business interactions – whether online or off.

One of the best ways service-based businesses can differentiate themselves from the competition and exceed customer expectations is to offer personalized service. Read on to learn why personalized customer service is so important and an easy way to incorporate it into your business.

Why Personalized Service is So Important

Not only do customers expect businesses to understand their unique needs and preferences, but they also expect businesses to provide a tailored experience to meet those needs.

By gathering and analyzing customer data, service-based businesses can gain valuable insights about their customers’ behavior and preferences. Armed with data-driven insights, businesses can better anticipate their customers’ needs and provide personalized service that exceeds their expectations.

And exceeding expectations leads to increased customer loyalty, higher levels of customer satisfaction, and ultimately, greater business success. By investing in technology and using it to personalize service, businesses can differentiate themselves from the competition, gain loyal customers, and gain a competitive edge in the marketplace.

Know Your Customers Inside and Out

Providing personalized service starts with knowing your customers inside and out. This means showing up to service calls knowing more than just the customer’s name and contact information.

Technology like Dynamics 365 for Field Service makes it easy for technicians to quickly access past work orders, cases, and activities for a particular customer. Before walking into an appointment, your technicians will know what services were done in the past, what needs to be done now, and what can be done in the future to exceed customer expectations.

Review History of Work Orders, Cases, and Activities

The burden of information should never fall on the customer, but unfortunately this happens too often when new technicians arrive at jobs they’re unfamiliar with. When a technician arrives on site knowledgeable about the customer’s past experience, your company looks prepared, capable, and professional.

By reviewing the history of work orders before arriving at the job, technicians may also be able to complete the job more quickly, or at the very least set realistic expectations to the customer.

Analyze Asset Information in Advance of Onsite Visits

Before going on site, technicians can also analyze information about the customer’s specific asset to understand its current state and to anticipate any potential issues. Preparing for the visit beforehand ensures technicians walk onto the job with the right tools and equipment, saving time for both your company and your customer.

By leveraging technology, technicians who have never been to the site can be knowledgeable about past visits and history, making it easier for them to provide personalized service.

Empowering Field Service Technicians with Dynamics 365

Offering this level of personalized service to customers is more accessible than ever before, thanks to advancements in technology. Field service businesses can begin to modernize by leveraging Dynamics 365, a suite of tools designed to help service organizations exceed customer expectations.

With Dynamics 365, technicians can access customer information, work orders, and asset data in real-time, from anywhere. This allows them to provide personalized service that meets the unique needs of each customer.

Final Thoughts

Providing personalized service is essential for service-based businesses to succeed in today’s competitive market. By using technology to analyze customer history and asset data, technicians are more prepared to offer advice and answer customer questions.

High levels of personalized service are considered a welcomed courtesy, which can translate into five-star reviews and loyal, repeat customers.

If you’re ready to empower your technicians to exceed customer expectations and stay ahead of the competition, reach out to a Velosio Field Service Expert today.