RETHINKING FIELD SERVICE APPS FOR EXCELLENT CUSTOMER EXPERIENCES
3 min. reading time
30 April 2021 ·
gility. Speed. Personalisation. In the context of ‘digital first’, these requirements sit firmly with companies. How well a company meets these requirements depends on the successful interaction between all business units - service staff, call centre, management - and of course the customer.
Process automation, networking of field and office staff and intelligent and paperless order processing are key factors in an excellent customer experience—and digital success.
PROCESSES AND WORKFLOWS IN AN APP WITH FLS MOBILE IN THE FLOW EDITION
In order to combine speed, agility and individuality with high quality customer service, field service staff must be ‘mobilised’ through an app and provided with the most important information about the customer and the detailed and digitised process flows in real time.
This is where the latest generation of FLS MOBILE comes in. The innovative workflow-based approach of FLS MOBILE in the FLOW EDITION sets new standards in terms of process reliability, user guidance and user-friendliness.
THE KEY: FLS MOBILE IN THE FLOW EDITION
With FLS MOBILE in FLOW EDITION, individual process flows and workflows can be digitised in the BPMN standard and mapped and integrated in detail in the app. In this way, field service employees can be guided through the service process securely, digitally supported throughout and fully automatically and concentrate more on the customer and his satisfaction - all designed toward a positive customer experience.
EXACTLY WHAT THE SERVICE TECHNICIAN NEEDS
With the FLS mobile solution, the field service always has the ideal tool at hand: all processes, procedures and workflows are mapped transparently and guide the field service employee through the job - and on any device, because the app is offered as a Progressive Web App (PWA) and as a native app for iOS and Android.
FLS MOBILE in the FLOW EDITION now takes advantage of agile process design and control in the BPMN standard available in a mobile employee app. This provides process managers with an innovative tool to transfer service processes in the BPMN standard to a mobile app in a targeted manner. In other words, to digitalise processes and map them according to the business use case. In this way, the entire process can be optimised and specifically adapted to the skillset of the field service employees. Even short-term adjustments are possible at any time, flexibly and ‘out of the box’.
Clear, simple, and self-explanatory user guidance makes it easy for the field service to call up all the information and complete the order in an optimised and reliable manner - clipboards and printed paper orders are a thing of the past. Plus, thanks to a direct connection to FLS VISITOUR, the employee can make validated, customer-oriented, and cost-optimised (follow-up) appointment suggestions to the customer directly on site. This keeps appointment and route planning optimised in real time and ‘on the go’.
Whether it's digital signatures, mobile material handling or the exchange of photos and documents in real time - the intelligent app enables the field service to handle orders transparently and paperless and ensures greater efficiency throughout the entire process. A clear result: high employee satisfaction and an app that takes work away instead of making work.
EXACTLY WHAT THE CUSTOMER NEEDS
Short waiting times. Optimal service. Reliability and adherence to schedules.
Expectations and wishes that a customer has for service orders are comprehensible and easy to implement with FLS MOBILE in FLOW EDITION. Waiting times can be minimised by means of real-time status messages and automated checking and optimisation of the route plan. Notification of the service technician’s pre-visit activity via SMS up to live tracking of the journey ensure continuous transparent and proactive communication with the customer. Through analyses of previous route and processing times from FLS VISITOUR, the intelligent app can make predictions for the time required per order type and customer to continuously increase adherence to schedules and reliability.
The intelligent app enables the field staff to concentrate fully on the customer, thus creating a consistently positive customer experience. Based on direct and digital customer feedback, which is collected fully automatically from the customer after the service order, the service quality can be continuously ensured and improved. A clear result: measurable excellence in customer service.
FLS MOBILE in the FLOW EDITION combines agility, automation, and speed in an intelligent and individual way in a workflow-based app. Begin now and create end-to-end digital processes for your employees and customers.