Every day, we talk to service contractors that think the biggest problem with their business is double-data entry into their accounting system. We tell them the same thing every time. That’s just the tip of the iceberg. Below the surface, it’s hard to see the hundreds of small, but cumulative inefficiencies caused by scattered customer service data. Organizing that data will lead to leaps in efficiency and bounds in customer service.
By “customer service data,” I don’t mean accounting information. I’m talking about the data necessary to provide top-notch customer service and efficiently deploy your most expensive resource, skilled technicians. Data like service history, scheduling information, equipment failure records, and customer contact information to name a few.
Where is your customer service data stored? Multiple spreadsheets and Word documents on a server? Paperwork, files, and whiteboards? Pictures and videos on phones and random computers? Even worse, an accounting system that isn’t designed for customer service that only a few back-office staff have access to? Furthermore, how is that information communicated throughout your team? Email and text? Phone calls? Fax and snail mail? Cup and string?
Let’s dive a little deeper and take a look at how scattered data makes your team slow, inefficient, and prone to error.
Bookkeepers shouldn’t be chasing wild geese. Hunting down coworkers to get the information they need to correct invoices, complete payroll, and record costs is a waste of time. And, it’s easy to blame sloppy front-office staff and technicians for the mistakes and oversights that they have to deal with. However, sloppiness is not the root cause of the problem. Instead, consider the inevitability of data getting mismanaged or lost by the front office and technicians when there are so many systems in place to store and communicate it. That means more time spent chasing the data, and less time spent billing the customer.
The front-office team, typically responsible for scheduling, customer service, and quoting, is the biggest victim of scattered data. Accounting systems are either unable or are poorly equipped to help them manage customer service data. In that vacuum, they implement a patchwork of paperwork, software, and processes to accomplish their goals. The resulting hodgepodge slows everyone down and is prone to error. Here’s what I mean
Q.) What did we do last time we were at that location?
A.) Let me dig up the file. I can’t read the tech’s handwriting, so I’ll send him back out.
Q.) What was the problem with my equipment and when can I expect a quote to fix it?
A.) Someone else takes care of quotes. They are on vacation so I’ll have them call you back in a week.
Q.) When is a tech supposed to be on site?
A.) Check the calendar. Oh wait, that calendar is out of date. I don’t know.
Q.) Can you get that file for me?
A.) No, the server is down.
Skilled labor is the most expensive and coveted resource for service contractors. Technician downtime and missed opportunities can be attributed to disorganization and miscommunication of customer service data most of the time. The ball gets dropped somewhere in the multitude of channels used to tell techs where they need to go, when they need to be there, and what they need to do. When the work is done, the information about what was discovered or completed is slow to travel back to the office, if at all and is often unintelligible. That means more communication with the tech to find out what happened and more wasted time.
All of our customers thought that double-data entry was their biggest problem when they first approached ServiceTrade. A couple months after implementation, they gained visibility to the underside of the gigantic iceberg that was slowing down their business. However, after 6 months of using ServiceTrade, that iceberg turned into an ice cube when they were finally able to streamline their customer service data.