For companies that use cars and vans to deliver a product or service to customers, maintaining their service while keeping employees and customers safe is a high priority. But how are companies achieving that?
This blog looks at how many professional service businesses are adapting to deal with today’s new challenges and how telematics can help deal with some of the most pressing issues.
FREE GUIDE: HOW TO INCREASE CUSTOMER LOYALTY FOR PROFESSIONAL SERVICES AND MAINTENANCE COMPANIES
New processes, procedures and service models
Reducing the number of customer site visits and minimizing human-to-human contact is now a priority for many companies. However, given that around 25% of issues require a follow-up visit, this is not always so simple.
To manage this, many professional service companies are adding a preliminary video call inspection as the first step before an in-person visit is dispatched. It guarantees that when an appointment is necessary, the technician arrives fully prepared – they know what the issue is, what parts and tools they need and whether there are any special considerations. All of this makes it less likely that a second visit will be required.
Health and safety expectations evolve
Onsite servicing and support of a professional service business are unavoidable. That’s why it is paramount that companies implement adequate new procedures and processes amidst COVID-19.
Maintaining a safe distance between the technician/worker and the customer throughout the visit and equipping staff with gloves, face masks and other protective clothing are becoming essential.
Enforcing new procedures that align with government and health official guidelines will play an integral part in ensuring your service is trusted by the customer and your business can continue its work.
WANT MORE RETURN BUSINESS? GET YOUR FREE GUIDE TO IMPROVING CUSTOMER EXPERIENCE HERE
Changing service models
The way services are delivered will also need to evolve to minimize contact and maintain safe distances where possible. For example, if a customer requires installation or replacement of a part, the technician can deliver it to their front door before guiding the customer through the installation via a video call.
If the customer is unable to install the part themselves, then the technician, following the new procedure, can enter the customer’s home or office to finish the install. This way, contact is only made as a last resort and unnecessary risk is avoided.
How can vehicle telematics and fleet data help?
Vehicle telematics, fleet data, and fleet management solutions can support professional services businesses to adapt to these new challenges in several key ways.
Remote fleet management
While businesses are re-opening, remote working (either part-time or full-time) will remain the norm for many. WEBFLEET is available on desktop, tablet and mobile and easily accessible from devices anywhere. So, no matter where you are based, you can dispatch orders, monitor vehicles and communicate with your workers when they’re on the road.
More workflow digitization
Many companies who still rely on physical paperwork and manual processes may find it challenging to maintain that workflow at a time when many of their administrative teamwork from outside the office. Digitizing paperwork and automating more of the workflow can help make the transition to a less centralized workplace simpler.
A fleet management solution will also help your team avoid in-person contact. From adding new vehicles to your fleet to monitoring driving performance and tracking the location of your vehicles, many crucial tasks can be done at a distance.
Keeping costs under control
During these challenging times, it is understandable many businesses are focusing on keeping costs under control.
Webfleet gives you visibility over your vehicle and driving data to help you gain valuable insights that will help you answer the following questions:
- Are your vehicles being used as efficiently as possible? Could you be completing more jobs?
- Are your drivers behaving in a way that is unnecessarily increasing your fuel costs or repair costs? How could they improve their driving style to keep these costs under control?
- Are some of your drivers over-worked in a way that could be putting them under undue pressure?
As restrictions loosen and businesses get back to work, it’s crucial you plan effectively to meet the new challenges and standards of today. Would you like to speak to one of our experts about how telematics can help you do this? If so, we’d love to speak with you.