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CRM Chapter 8

CRM Chapter 8. Field Service. What is Field Service CRM?. The ability to effectively and efficiently deliver great service in the field that maintains and enhances customer relationships

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CRM Chapter 8

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  1. CRM Chapter 8 Field Service

  2. What is Field Service CRM? • The ability to effectively and efficiently deliver great service in the field that maintains and enhances customer relationships • Must be planned and managed as part of the overall CRM and incorporated into workflows and integrated with other departments

  3. Field Service “Forms” • 1) Contract Management/Service level agreements (SLA) • Warranty management, pricing and delivery • Tracking and renewing SLAs is challenge • 2) Dispatch and Scheduling – Efficiently scheduling and dispatch of reps • Geographic proximity, skills, SLA communication, service evaluation, optimal technician routes, parts replacement • Scheduling models: Decentralized, Centralized, Optimized*

  4. Inventory, Logistics, Parts planning • Managing shipping & receiving costs • Parts replenishment can be automated • Parts ordering can be done effectively, not haphazardly • Analytics can help control inventory costs by identifying which parts are chewing up costly shelf space

  5. Other issues • ROI on field service is key • Billing, invoicing, order issuance • Remote diagnostics • Analytics • Cost tracking • Asset management • Repair management

  6. Strategy • First key to success is field service strategy • Create best practices model • Increase productivity over time • Increase service satisfaction and up-selling opportunities to enhance revenue

  7. Mobility • 28% of all mobile workers are field service techs • Mobile technology: Pocket PC, Palm, PDA, Notebooks, Pager, Cell, Radio

  8. Final Thoughts • Field service performance is important part of effective CRM and customer retention • What are challenges for field service? • In what ways have you seen field service delivered well? Poorly?

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