3 Ways Mobile Apps Can Elevate Your Customers' Experience
management solutions. They help businesses be on time, effectively manage projects, and clearly articulate to customers the status of their requests—all which serve to improve customer satisfaction.
For example, Minnesota-based Lawn Ranger, an outdoor services firm that does landscaping and snow plowing, among other tasks, deployed a mobile workforce management solution to dispatch and track its 250 employees. By leveraging employees' mobile phones and their GPS capabilities, Lawn Ranger managers can see if and when projects have been completed, and mobilize employees to locations that still need to be addressed.
3. Mobile apps provide proof of service. When customers question whether work has been done, and, more importantly, done properly, mobile workforce management solutions can provide proof of quality service. With the camera on the their smartphones, mobile workers can capture photos of completed work tagged with the GPS location of the job to provide solid evidence of the exact locations and dates that services were performed. Additionally, with mobile workforce apps, employees can capture customer signatures to confirm job completion or acceptance of delivery, or use a reader to scan bar codes for additional verification.
Consider the example of Graybar, a wholesale distribution company based in St. Louis. Once customers accept a shipment, Graybar's drivers use their mobile phone and app to take a photo of the signed packing slip and the delivered goods. This photo proof-of-delivery is attached to the job record, in the event that questions arise from customers. It also enables managers to view the images to ensure that customers have received the correct shipment. Having this type of electronic delivery record lets Graybar negotiate customer contracts based on performance and provides the accounting staff with additional information if they are dealing with invoice discrepancies.
Providing proof of successful service and ensuring that your mobile workers are where they are supposed to be not only allows you to deliver exceptional customer service, but also gives you a significant competitive advantage.
Howard Latham is vice president of sales and customer success at Xora, a ClickSoftware Company, which specializes in mobile workforce management.
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