Communicating Value To Your Maintenance Contract Customers

By John Jazwiec, CEO, WennSoft

There’s been a lot of buzz recently about the Internet of Things, which is commonly defined as the ability for things like machines and equipment to communicate with systems, people and other “things”. In the field service industries, the technology holds the promise that many malfunctions can be fixed remotely before the customer is even aware something is wrong.

While the Internet of Things era hasn’t yet fully arrived, for years, field service businesses have been able to remotely monitor and re-set or fix small errors in customers’ equipment. While this approach solves problems quickly and efficiently, it also has the potential to create a new one: the perception by customers that you’re not doing anything. And that can make customers think: Why should we continue to pay for a maintenance contract if your company doesn’t seem to be doing anything to earn the money we’re spending?

You need to make sure customers know about everything you do for them. It’s also important to ensure that your customers feel that you’re proactive and that you’re taking care of them. If they don’t feel that way, they’ll view you more as an easily replaceable commodity rather than a true service partner.

Please log in or register below to read the full article.