Imagine it’s a very windy day in Denmark, and a wind turbine is spinning out of control. These wind turbines work as standalone power plants in many places in the world. But a danger of these often intriguingly gorgeous machines is that although they use the wind to generate energy, if it’s too windy the brakes can fail and the entire turbine can collapse.
The Danish wind turbine manufacturer sends engineers to attend to the faulty turbine. But they’re too late to be able to accurately diagnose what’s wrong with the turbine. Before they can fix the problem, they have to run out of the way to a safe distance and watch helplessly as the turbine collapses. The turbine manufacturer is incredibly unhappy that the techs not only weren’t able to fix the problem, but their inability to do so caused the entire machine to be destroyed.
How can this story be prevented? By providing such great field service that it keeps customers happy. Here’s how:
Information is Key
In the wind turbine scenario, let’s imagine that when the wind turbine manufacturer calls, the field service dispatcher has all of the information about that particular turbine at hand. They can then quickly try to resolve the problem over the phone or schedule the correct technician who is familiar with wind turbines to go to the site.
Short Wait Times
Since wind turbines are ultimately ruled by nature, the faster a technician can get there the better. Great customer service means making sure the customer doesn’t have to wait too long for an appointment. Downtime can mean loss of profits, but in this case, it could also mean the complete destruction of the piece of machinery that could be fixed if someone was able to see to it in time. Mobile workforce management helps techs get onsite fast.
Fast Field Service Fixes
So winds are blowing, the tech has rushed to the scene, and he’s armed with field service software. The tech would make the customer very happy if he or she can quickly diagnose the problem. If spare parts are needed, the customer will be impressed if the tech already has the necessary parts and does not need to come back later to finish the repair.
Give the Customer What They Need and Want
With wind turbines, after a decade or so of use, they can become old and outdated and more prone to failures or breakage. If a field tech is onsite evaluating the turbines during an off-season month, he should be able to consult with the machine’s manufacturer about additional services and products because perhaps the whole machine needs to be replaced or maybe it just needs new parts. Either way, giving the customer what they want is a fantastic way to keep a customer happy.
All customers want to keep their machines up and running for as cheap of a cost as possible. In our wind turbine example, a collapsed turbine can be avoided by using predictive maintenance. Predictive maintenance is based on monitoring the technological conditions of a piece of machinery or equipment. With predictive maintenance, the turbines can run smoothly with little to no additional maintenance necessary. Field service software can be used to introduce a predictive maintenance program within your business. And predictive maintenance is cheaper and more efficient than reactive or preventative maintenance.
Help Customers Help Themselves
Nowadays, customers want to feel empowered to solve problems that they’re having. Customer self-service is a great option to offer because people can deal with small issues on their own, and only need to contact customer service departments for problems that need to be escalated. Furthermore, customer self-service gives people a way to find solutions tailormade just for them using data from their own ERP systems.