Supercharge your field service operations with NetSuite-connected field scheduling automation
Businesses that go to great lengths to provide an outstanding service to their clients are 60% more profitable than those that are not customer-centric. To be successful in this competitive business world, one has to concentrate on ensuring that customers are at the heart of all operations.
In fact, research points to the fact that businesses that neglect the service and customer care aspect of their operations stand to lose a lot. How much exactly? These businesses lose a staggering $1.6 trillion combined because of poor service. Now, that’s a lot of money to lose over something that can be rectified. However, these are aspects that can only be ameliorated with a proper understanding of what’s going on in the field, hence the need to improve field service.
An Accenture survey reported that 84% of executives considered their future success to be very or extremely dependent on innovating their current business models. It’s clear to see that executives are concerned about how to improve customer service while also increasing service-related profitability.
Here enters the NetSuite ERP. Nearly 17,000 companies make use of NetSuite ERP to handle their front and back-end processes. Our own independent research shows that scores of NetSuite ERP users are looking to improve their field service operations through the help of an integrated field service management (FSM) solution.
Three primary concerns from NetSuite users include the need to stay on top of customer service demands, being able to take advantage of field service revenue opportunities, and lastly, finding an innovative FSM solution to integrate into current legacy systems.
Discover 7 ways NetSuite users can profit from integrated field scheduling automation
1. Real-time field visibility
By connecting an FSM solution to their NetSuite ERP, users can expand their field operation capabilities. Visual field service scheduling software allows schedulers an opportunity to make better dispatching decisions using real-time information.
Gone are the days of using inefficient scheduling and contact methods. Make accurate decisions that boost productivity thanks to visual field service software and GPS technology. Check in with field workers, verify asset location, and manage technician schedules remotely.
2. Reduce clients’ waiting time
Our attention span as human beings has dropped from 12 seconds in the year 2000 to a mere eight seconds now. To add on, with our ever-increasing busy schedules, people are less willing to wait. Hence the need for service technicians to complete tasks in a timely fashion.
But what’s at the root of technician delays? At the top of the list is antiquated scheduling methods. Thankfully, with the advent of cutting-edge NetSuite-connected field service scheduling software, service teams can be dispatched and notified of appointments on time and thereby reduce clients’ waiting time.
3. Increase first-time fixes
Did you know that 96% of unhappy customers will not complain directly to you, but you’ll lose the business of 91% of these disgruntled clients? Add to that the fact that they will tell at least nine to 15 people of their poor experience with your company. That’s a lot of potential business that you may be losing. Failing to get the job done right the first time around can seriously tarnish your reputation.
Why does this happen? The biggest reason is technicians not having the correct equipment or tools to fix the problem during the initial visit. Having a fully-integrated field visibility system in place allows the dispatcher to identify a technician with the correct tools and therefore match them with jobs they are equipped for.
4. Increase predictable, repeatable revenue
According to Small Business Trends, 80% of your future profits will come from just 20% of your existing customers. What’s more, 65% of your business will come from your current customers. This proves the need to retain existing customers. Sadly, however, the average business in America will lose 15% of their current clients annually.
Preventive maintenance (PM) is an excellent strategy that should be employed to nurture existing customers so you can retain this revenue stream. You want to maintain these predictable and repeatable money channels. Entering into PM packages such as long-term service contracts with your customers helps to cement your relationship and build trust because they know you’re in this for the long-haul.
5. Expedite billing
Cash flow is an integral part of the business. With Service Pro for NetSuite, you can expedite this process because of the streamlined service cycle. Every aspect of a technician’s schedule will be billable. Such minute and yet important considerations like travel time which are often overlooked can be factored in thanks to the automation of administrative tasks and optimized schedules. Everything used in getting the job done by the technician such as parts or system upgrades will be billed automatically.
Because of the automated process, customers can receive their invoices much sooner and can settle their accounts without wasting time. Everything is corroborated by the back office to ensure a smooth billing process. Having an easy and streamlined checkout process is key because 26% of people will abandon a service they deem has a long or complex checkout process.
6. Control and manage inventory
Taking stock and managing inventory can be a nightmare without an adequate system in place to lighten the load. Everything about inventory is costly, from its acquisition to making sure it’s stored safely. Supply chain managers are always looking for more efficient cost-saving field service software to help them in this critical area. Step in NetSuite-connected field scheduling software.
7. Leverage the power of your field technicians
Business intelligence can be likened to insider intel that is acquired on the ground and from experience. How is this business intelligence acquired? When customers trust the technicians they work with, they open up and these technicians are able to glean important insights from this working relationship with the clients. This is information that can be used to tailor service and drive product development. Your clients are more likely to trust the suggestions, recommendations, and advice that come from the technicians they have worked with. This is how valuable your technicians are.
Conclusion: Get the best of both worlds with NetSuite and Service Pro
Instead of simply settling for either NetSuite ERP or Service Pro alone, why not get them as an integrated field scheduling package and get the best of both worlds? This dynamic software enables you to work smarter and improve your field service operations. Watch your operations improve – operational efficiency, customer response time, first-time fixes and in-field visibility – with the help of NetSuite and Service Pro.
Watch the webinar recording now to discover even more ways NetSuite-connected scheduling automation drives service excellence.