Improve Customer Experience with Real-Time Scheduling
By user753928 on Feb 28, 2011
Recently, my husband rearranged his busy work schedule so that he could stay home an entire afternoon to wait for the alarm company to reset the password to our alarm system, only to discover at the end of the afternoon that the field service rep wasn’t going to be able to make the appointment after all. And, the company asked him to reschedule and block off time for another afternoon. Needless to say, my husband wasn’t happy with that experience. Unfortunately, customer experiences like this happen every day.
As a business, you can’t afford these types of encounters. It’s too easy for your customers to turn to one of your competitors once they’ve reached the point of frustration. Customer experience and customer loyalty are more important than ever. So how can you prevent something like this from occurring?
With the newly available Siebel Field Service Integration with Oracle Real-Time Scheduler, your service organization can:
- Create cost-optimized plans and schedules to improve operating efficiencies
- Deliver more accurate ETA’s and shorten appointment windows
- Minimize the impact of in-day events such as delays on site, sickness, poor weather conditions, and vehicle breakdowns
Rather than requiring them to wait for an entire afternoon, imagine asking customers to be available for only an hour. And being able to commit to that time by working around unforeseen events and understanding the impact of delays or re-routings before they become customer issues. What would your customer experience and customer satisfaction be like then?
Learn more about the Siebel Field Service Integration with Oracle Real-Time Scheduler: