In the rapidly changing world of Field Services Engineering, it is imperative to keep customers at the centre of operations.
Our client faced multiple challenges, including limited customer support options with only phone inquiries, an inefficient booking system leading to scheduling issues, slow email responses, and a lack of proactive customer engagement between appointments.
Following the implementation of our solutions, significant improvements were observed. These included enhanced accessibility for customers through multiple contact points, a reduction in scheduling conflicts thanks to a streamlined booking system, an increase in immediate query resolutions with the introduction of live chat, and a substantial boost in customer interaction outside of service appointments due to proactive engagement communications.
reduction in scheduling conflicts post the streamlined appointment system
increase in immediate query resolutions with live chat
increase in customer interaction due to proactive engagement strategies
Rapid response time, with 95% of emails answered within 24 hours.
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