It’s natural to fight to protect what we work so hard to achieve. But, that battle is exponentially heightened in the business-to-business (B2B) space. Acquiring new customers can be such a slow and complex process that it can take several years to build a well-stocked customer base. Yet the real challenge today isn’t acquiring new customers. It’s keeping them.
If 80% of any given company’s profit comes from 20% of their best customers, if a handful of customers take their business elsewhere, it could damage growth beyond repair. To make matters worse, B2B customers are much more informed than they were 10 years ago and are able to switch vendors with the click of a button. In order to maintain healthy relationships with long-term clients, B2B executives are challenged to deliver an enhanced customer service experience. Without it, they might as well hand their customers over to the competition with a smile.
The Customer Retention Warzone
So what critical service area should you review if you’re fiercely fighting to retain customers? Like any other battle in life, there is usually a location for it take place. Field service is one of the primary front lines for maintaining healthy customer relationships. Regardless of how great your product or service is, there will always be malfunctions or hiccups that need to be attended to. If you want to stand out from the competition and achieve field service success, you better make sure your troops are well prepared.
Your technicians are only as good as the tools you give them. Mobility, communication and contextual knowledge are indispensable for teams to respond with speed and efficiency. Prioritizing and assigning jobs can get messy quickly, so having dispatch know who is best suited for the job ahead of time will reduce this complexity as well as the job’s time-to-completion. Implement proactive tools to encourage team collaboration, record technician profiles and skillsets, and optimize real-time routing. You’ll soon find yourself completing more jobs within the committed service windows while boosting overall customer satisfaction.
Just as your technicians benefit from the tools you provide them, applications perform better depending on the platform they work on. With B2B customer expectations rapidly changing, you need to have the flexibility to add what you need, when you need it. So if you’re field service platform is developed in-house, you may wish to seriously consider moving to a 3rd party vendor. Home-grown platforms are not as quick to adapt, which stunts growth. Yet many companies would rather stick with what they created than learn something new. If you swallow your pride and investigate, you’ll quickly find that 3rd party vendors can offer you future-proof capabilities that both your customers and employees will appreciate.
Look at Cincinnati Bell, a telecom company that outgrew their homegrown solution. They needed a solution that would continuously scale to meet their needs. After implementing Oracle Field Service Cloud, they saw an increase in productivity and became a trusted service to their partners and customers.
Cincinnati Bell Dials in Field Service With Oracle Cloud
Prepare For Battle
Now that you have a general sense of what lies ahead, dive deeper into learning The New Rules of Field Service Management. Before reviewing new vendors or capabilities, you need to recognize the gaps within your own field service operations. Find what you and your customers value you most out of a service experience, and begin your march to victory in the field!
Learn more about how Oracle Field Service can help your organization by downloading the following eBooks.