There’s no mercy in the service provision market. Apart from dealing with ruthless competition you need to impress clients that never seem to be satisfied, right?
So let technology help you get a step ahead of the rest in the HVAC (Heating, ventilation and air conditioning) market.
We listed a few ways Serfy’s field service management software can help you lead the pack every step of the way and even provide the right answers to those questions clients love asking.
Let’s start with the new work you have coming in. This part is crucial because today’s consumer wants a fast and easy way of submitting queries & making bookings. With Serfy it’s easy no matter how your client prefers to contact you:
It’s easy to schedule these because you see your workers’ schedules in one glance. Because you can immediately give your clients an accurate idea of when the work will be done they would much rather employ you than a competitor who makes them wait for a call back.
Now the race is on to make sure your team doesn’t disappoint. And what is the most important thing for clients? Usually it’s being on time.
You’ve already made a booking with a realistic time slot. However you never know when there’s going to be a hold up or a crisis which can push back the schedule.
What’s the benefit with Serfy? You will always be conscious of these changes.
Your clients can be notified if schedule changes arise so they can plan accordingly. You can communicate changes the moment they become apparent because the platform provides real time updates. You won’t find out about problems when clients call you about teams being late. You’ll be able to give warning long before the planned visit and clients will appreciate that you respect their time.
Of course it may not be your own team that’s late. HVAC teams often work with other experts and service providers. Perhaps you have so much work that you have a new contractor working for you. Can you trust them to perform in line with your business’ standards?
On the Serfy platform you can monitor their progress, timelines and feedback so you’ll know when to step in & manage them more aggressively. This helps you become a hands on manager without letting your teams feel you’re always looking over their shoulders. You can orchestrate from your office and only take action when it’s really necessary.
When the work is finally being dealt with your clients will need feedback and your team may need help:
Communication about all these aspects can happen on the Serfy platform so your workers don’t waste time phoning. Ordering a component or sending images about the work at hand will only take a second. If your client phones you’ll have updated feedback so you don’t have to bother your worker with a call while he or she is busy.
It’s also a more effective way of getting permission for certain tasks—such as replacing parts—so work gets done faster.
After work is done:
Can you see how much more work you’ll get done every day with everything running this smoothly?
Of course no service provider is perfect and on occasion you may get a complaint. Will you ignore it and hope it goes away? Why not use it as an opportunity to boost your reputation?
Many clients submit complaints with the goal of helping consumers get better service. Therefore the bad reviews you ignore should actually be used to become a better service provider.
Also, when you engage with clients on this topic they appreciate it and if the matter gets resolved they’re often left with more respect for you. Because they know their voices are heard they will tell others to rather trust you than large companies with no concern for their customers’ opinions.
On the Serfy platform this becomes an actionable goal:
If you engage in this manner clients won’t feel forced to complain on public platforms to ruin your reputation simply because they feel ignored and frustrated.
Last on the list you need to finalize paperwork. Even this becomes easy thanks to Serfy’s capability to handle receipts and you can create certain forms & templates online.
Why use it for this aspect of your business? Because digital processes are:
What is your biggest challenge in the HVAC market at the moment? What is your clients’ most frequent complaints? Chances are there’s a Serfy solution for it and it’s time you embrace technology.