Customer Satisfaction is one of the most basic and essential of business currencies, and the key to building long term profitability.

Improving customer satisfaction through a more consistent approach to service directly influences how your customer´s brand is perceived by their end customers.

Being Pro Active

• Offer anytime anywhere access to account information, repair histories, documentation and delivery schedules
• Giving customers access to their service history provides greater visibility into the value of services delivered
• Seek to integrate Handyman with current infrastructure applications used by your customers
• Where customers follow service management standards such as ITIL, tailor your best practices to ensure they are ITIL compliant

Before Arriving On Site

• Relevant job data has already been downloaded to the PDA or Smartphone
• Contact, driving directions and special contracts or pricing information is also available
• The customer can be told accurately when the service call will take place

On Site

• Extra information can be accessed if needed
• Visit results can be immediately uploaded, so support staff can see progress
• Products or problem areas can be photographed to improve problem solving
• Client can verifiy and sign off on work on the spot
• Follow up actions can be agreed, and work schedules immediately updated
• Automatic task lists can be used to assist job completion
• Purchase order numbers, parts orders, detailed instructions can all be recorded on the spot

Post Site Visit

• Invoices can be immediately raised, so improving cash flow
• Invoicing mistakes can be minimised since correct discount and pricing is automatically included
• Reduced voice communication by mobile phone saves money. Data transmission costs are significantly less

Read more about:

Cost Reduction benefits
Handyman delivers a key source of competitive advantage

Workflow benefits
Handyman leverages best practices to standardize tasks

Quality & Growth benefits
Handyman helps your organization to deliver consistent service levels, every time

Customer satisfaction = customer loyalty = repeat business

It´s much tougher to win customers back than it is to lose them. Delivering satisfaction and extraordinary levels of service will actually forge a real relationship with your customers, and it's this relationship that is the key to repeat business and long term contracts. Customer loyalty is caused by proactive employees and their managers taking the extra time and trouble to solve a problem or head off one before it occurs.

In each case , transparency is a vital key to running a service operation that gives your service workers the information and tools to become proactive problem solvers.