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Applications of Field Service Management Software in Retail

Apr 1st 2020 at 8:11 PM

Retailers are not the only ones responsible for ensuring reliable product delivery. The after-sales service plays a big role, too, and with their help, a business can remain competitive and provide a lasting, positive impact on the customers. That said, retailers must do their part in improving their service continuously to maintain a loyal customer base, which will not hesitate to recommend the business. A field service management software can help fulfill that by means of establishing long-term relationships with customers by having the ability to provide reliable after-sales service when needed.

By investing in this type of software solution, a retailer is also able to monitor service processes and deliver prompt services when required by their customer. The field service management software may improve a retailer’s level of service and enhance Key Performance Indicators(KPIs) of the service down the line as it performs in the following applications:

· Repairs – Retailers must find a way to ensure high-quality repair services, and this is possible if they can access all the planned services and how these relate to the warranty and repair status, as well as any replacements. The after-sales team must do its best to keep customers updated on the potential schedule of service visits to minimize frustration. A good field service management solution can help with that. Moreover, it can help the staff ensure a smooth repair process and oversee the status of the service.

· Installation of the product – Certain products, such as furniture and household appliances, may come with an installation service. Using the field service management software, a retailer can easily plan and manage service visits and incoming orders, and have a simpler way to oversee customer addresses and every customer’s respective SKU. Scheduling service visits may be easier, too, and the software can be integrated with an ERP or POS for more efficiency. The software can also provide a customer portal to allow them to manage their service request.

· Feedback and communication – Customers are not happy when the communication channels of a business are ineffective. Retailers can use the field service management software to keep track of messages and provide timely updates on the status of the service by text, email, or an instant messaging service. Automated messages may help reduce customer dissatisfaction.


About the Author:

Ducont Systems FZ LLC is a global technology integrator and IT solutions provider that simplifies digital transformation and induces digital capabilities. We have diversified clientele in various industries including Banking, Insurance, Telecom, E-Governance, Consumer Electronics, Manufacturing, and Utilities & Logistics. We have expertise in Mobile banking solutions, Field service management solutions, Enterprise mobility solutions, and Microsoft and IBM solutions.

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