New version of Service Pro offers greater flexibility for view-only access and equipment records and valuable enhancements to Service Pro Tech Tracker
MSI’s Service Pro, the premier field service management software, provides many feature-packed software releases throughout the year.
As your customer needs change, Service Pro evolves to meet those needs. Then you can achieve even higher levels of customer satisfaction, and bring on more happy customers for higher service revenue, too.
Read on to learn about the new version of Service Pro.
Support product and service sales with flexible role-based access and customer equipment records
Most service professionals, 84% to be exact, agree a unified view of customer data is key to providing great customer experiences.
When your entire field service team can access the same customer information, they can make more informed decisions to provide the best possible service.
Enhancements to MSI’s Service Pro offer more ways to collect consistent, field-verified customer data. And more ways to make that data available to the team members who need it most.
Enable role-based access to orders and appointment schedule
Now in Service Pro, you can more precisely define what processes and data you’d like your team to be able to access while working in the system.
The latest release of MSI’s Service Pro provides more flexible user permissions, including access to order information and the schedule board. This is especially useful if your company has users who need access to orders and appointments. But you don’t want them to create, edit, or delete orders or access all Scheduler features.
Let’s take your sales team, for example. Your sales team would benefit from being able to view order and appointment information. With that information, they can have more relevant conversations with customers to better serve their needs. But the sales team doesn’t need full access to modify orders or change appointments.
Create customer equipment records outside of your inventory
With the new version of Service Pro, you can track customer equipment with ease, even if your company didn’t install the equipment.
Back office users can now create an equipment record without selecting an inventory item. Equipment no longer needs to exist as an inventory item in your system to be added as a customer equipment record.
That means you can capture and monitor all of your customer equipment records in Service Pro, bringing your company one step closer to a unified view of customer data.
Represent your brand and solve for moving equipment items with Service Pro Tech Tracker
Technology adoption is changing your service customers’ expectations. Your customers are already getting automated communications from companies they work with in their daily lives, like ride sharing app notifications and automatic shipping notifications.
Now customers expect the same to-the-minute communications from your field service organization. And that’s why 89% of service customers now prefer an Uber-like experience to track technicians.
That’s where MSI can help. MSI recently introduced Service Pro Tech Tracker to fill this communication gap. And we’re continuing to improve the product to make your field service processes easier.
Add your company logo to the Tech Tracker status page
Your company logo is important. It’s how your field service organization is recognized in the marketplace. And getting your company logo consistently on all your customer communications is critical to be recognized as the professional service partner your customers need.
That’s why Service Pro Tech Tracker has been enhanced to include your company logo on the live status page.
When your customer receives an email or text from Service Pro Tech Tracker, they can access the status page, which provides a live view of the technician’s route and ETA. And now, your company logo can be added to the status page to drive consistency across your customer communications and reinforce your brand identity.
Set the service item as the appointment location
Finding a single equipment asset on a customer site seems easy enough.
But what happens when that one piece of equipment you need to service moves? Then your field technicians are on their own to find the equipment. Then they may have to ask your customer to help them find it or just wander the site to try to find it on their own.
Bottom line, your technician efficiency drops when they don’t know the exact location of the equipment to be serviced. But MSI has a solution.
Service Pro Tech Tracker now provides an option to set the service location of an appointment to use the GPS coordinates of the service item on the order.
So instead of having the technician go to the customer site and try to find the equipment, you can give them the precise GPS location of the equipment. And your technicians can spend more time servicing the equipment than trying to find it.
Best of all, setting the equipment location as the appointment site improves your customer experience, too. Using the service item as the Tech Tracker destination also allows customers to receive a more accurate estimate of the technician’s ETA and route when the technician is traveling directly to the equipment location.
Conclusion
As field service customers’ demands increase, MSI’s Service Pro continues to evolve and adapt, so you can better meet your customers’ changing needs.
Make an investment in the future of your field service business with a field service management provider that’s dedicated to your success. Get started on driving customer satisfaction while increasing service revenue with Service Pro today.
