Every experience a customer has with a field representative is a direct reflection of their brand. Turning in-home sales and service personnel into brand ambassadors isn’t a new concept, but it’s one that requires excellent home service management from ordering through execution.
What does that look like? First, processes are streamlined across the entire value chain — from the initial customer contact to the salesperson’s first visit and through quoting, ordering, installation, and repair — all in a single frictionless solution. Customers should have self-service options throughout the engagement, and lastly, company managers and leaders have historical and predictive insights to better plan and execute.
But how many companies provide that seamless experience? According to Microsoft, one out of six companies are still running their services operations through a series of manual processes, typically piggy-backing onto a CRM or sales management application and augmented by Excel spreadsheets. The time spent and potential for error are way too high. And the customer experience suffers. If that describes your organization, it’s time to start thinking about a better way.
Let’s follow an example scenario of what your in-home sales and service process could be.