What makes field service customer support good or bad? We could say the quality depends largely on the eye of the beholder – that is, the experience each individual has with a particular company. But that’s only one side of the story.
If we break something like field service customer support into core elements, we find a list of features we all like or dislike, no matter what kind of experience we’ve had with any given company.
The importance each person gives to these elements in order to rank them now depends entirely on their personal tastes, but having them listed will allow your field service company to improve customer support, making sure you focus on what’s really important.
So, in order to have a really good field service customer support, you have to be:
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Did you know that there are more than 100,000 HVAC companies in the United States alone? As you imagine, this means that competition in this industry sector can sometimes get really harsh, especially for smaller HVAC companies. These businesses sometimes struggle just to provide for themselves, but as long as they use the right field service management solutions they’ll be ready to grab their slice of the cake.
Competing against HVAC giants is difficult, and sometimes scary. They have more features to offer and can stretch prices to impossible limits. But worry not: being a smaller business isn’t necessarily bad; it only means you have to look at things from a different perspective. And of course, make sure you count on the best field service management solutions.
When you start your own business it’s easy to get overwhelmed by all sorts of small details – and the field services area is no exception to this. It’s not enough to schedule jobs efficiently or manage your inventory in order to keep track of all your tools and material.
There are many different elements to take into account when running a field services company. And some of these elements are key in order to stay around in the business for the years to come. Pay attention to these quick tips to make your company grow!
We already know field service management solutions can really make a difference in the HVAC business and take you over your competitors in no time. They help you manage schedules, optimize field routes, keep inventory under control and generally make happier customers. But, can field service management solutions also help you with your company when it’s low season for the HVAC industry?
As many other business fields out there, HVAC companies are also affected by seasonality. During the hot months of summer and cold months of winter, field service technicians are at their busiest. These days of extreme temperatures mean HVAC systems are at the top of their operation, and any glitch in their performance results in an immediate call for a technician.
However, mild temperature months such as spring and fall tend to have a slower pace in terms of business. These are low workload seasons for HVAC companies, but just because there are not so many customer calls coming through, it doesn’t mean bills will stop coming into your firm.
Surely there are slow seasons in the HVAC business, but this shouldn’t necessarily affect the cash flow. What’s more, field service management solutions can help you keep a steady rhythm both in terms of workload for technicians, and income for the company.
Once you’ve decided to take the leap and start using a software solution like Synchroteam for your field service company, everything changes. You start to realize (and enjoy!) the advantages of using automated tools and having access to all work-related documents and information anytime, anywhere. This is when you may wonder if, as a field service company that works mostly online, you should ever bother with print advertising again.
After all, it’s already 2019 and print media sometimes sounds like ancient history. Then again, maybe the target your field service company is aimed at is still clinging to old habits. So, should you go straight ahead with digital tools and strategies, or still consider print advertising as part of your budget? The answer depends, as we just said, of your target audience, as well as the industry in question, Let’s take a deeper look and hopefully we can guide you towards the right decision
We’re already almost a whole month in the new year, so it’s the perfect time to revise the current trends in the HVAC industry and start working on your goals for 2019. Because you have already define your New Year Resolutions, right?
To be honest, there’s a lot going on. We already talked about the future trends in field service management software for this year, but there’s definitely going to be some movement in 2019 in the HVAC industry: smart homes, market growth, a possible technician shortage…
We’ve listed a few of these elements in this article, so that you can make use of the information and benefit from it for your own company. Then, hopefully, you’ll be able to use these trends in your own advantage, prepare for them and set your own 2019 goals for the HVAC industry accordingly.
However, all companies make mistakes in this area, and your maintenance company is no exception. Whether it’s the lack of a proper marketing campaign or the poor training of your technicians, you’re bound to make mistakes along your career as HVAC manager. Here are the most common ones.
In the field service management software area there is a high demand for professionalism, efficiency at work and quality in customer service. With those ever increasing demands, field service management software must make an effort to keep up with the upcoming trends, with new tools and versions (such as Synchroteam 50!) that will help you accomplish all of your goals.
In 2019, field service management software will keep up its trend towards mobile, with more and more companies using mobile clients and Internet to develop their business. It will also be necessary to adopt new tools with which to expand the number of service calls, or integrate other systems such as a CRM unit or an accounting tool.
One of the key elements in any field service business is the ability to keep in touch with customers. Communication contributes to creating trust between the company and the customer, and enables you to provide an even better service.
This is why in Synchroteam we’ve been working hard in the new version of our software, which is available for download right now. Synchroteam 50 now includes a new notification feature, with which you can send text messages (SMS) or automated email messages to your customers, and keep them informed about the status of their jobs.
Customer support is one of the key elements in your company’s success, and it will still be in 2019. Creating loyal customers should always be among your new year’s resolutions for your business, because it’s something which all HVAC companies strive for, and what makes some of them stand out of the rest – and eventually attaining success. This is why we’ve asked ourselves what those companies do to bring customers back, again and again. How do they do it?
It’s surely an important question, and one that has already been addressed in many blog articles, even entire books! But this doesn’t mean we at Synchroteam can’t contribute with a few tips on how to improve your customer support. Here’s a list of ideas, some of them newer, some of them already known, but all of them perfectly useful when defining your business goals for the new year.
This time it should be you, not your competitors, the one who offers the best customer support service and creates that longed customer loyalty.