If you ever had an appliance, plumbing, or other type of home installation, repair, or inspection, then you are familiar with the many processes involved:
- scheduling your appointment,
- waiting for appointment to commence,
- reviewing and signing the handwritten paperwork generated by the service technician at the end of the repair.
Imagine a streamlined process for scheduling service, coordinating an appointment time, and paperless transaction.
Service delivery quality is predicated on comprehensive understanding of client needs. Appointment scheduling should be viewed as the optimal point in time to triage client needs to ensure service personnel are properly equipped to address these needs. Systems need to capture and prompt clients for the applicable information.
Appointment scheduling, reminders, and confirmations are paramount to high customer satisfaction and service personnel productivity. These can be highly automated functions. There simply is no excuse for "morning" or "afternoon" appointments. Technician alerts can easily be sent at a preset amount of time ahead of arrival. Missed appointment rates can be minimized with automated client communication options.
Service delivery productivity is essential for minimizing costs and yielding high customer satisfaction. Service personnel need to be armed with the technology that liberates them to perform their functions and process the necessary steps to compete the service transaction with the client.
Hands free information technology can capture and provide information on demand. It can locate needed parts and procedures for ensuring proper work done correctly the first time. Report generation, service summaries, invoices, payment authorizations, and receipts can be generated on demand or emailed to client to reduce paper.