eXtreme
Mobility at your service |
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Consider
a field service engineer who works from a daily
call list sent to his home and carries a standard
kit of spares. His first customer has a service
contract, our engineer knows what the problem
is and thinks he has likely solution. En route,
his
supervisor ‘phones to say that the customer
has reported another problem, this time with equipment
that’s not under contract.
On
arrival, he fixes the first problem, diagnoses
the |
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second
and asks his office to send the customer a repair
quotation. Job done, he leaves, although the customer
isn’t
overjoyed about
having equipment that’s still out of action. |
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| Later
in the day, a customer complains that a leaflet he
requested 2 weeks ago
hasn’t arrived. The engineer makes a note to contact the sales department.
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| A
fair day’s work was done, although mistakes were
made and opportunities were missed - opportunities
to improve customer care and to make savings in operating
costs. |
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A
ProspectSoft Customer Relationship Management |
System
with eXtreme Mobility, integrated with the accounts
system,
running on his laptop, could have provided our engineer
before. |
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• All
customer issues on this area, including the request
for product leaflet
• Copies
of all documents to and from customers
• Notes of all conversations with customers, including the additional service request
• Spare
parts stock and price information
• Customer
credit positions
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| Details
could have been updated, even while he’s on the
move, so his trip would have been so much more productive.
On the first customer’s site, with ProspectSoft
CRM, he could: |
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• Produce
a repair quotation on his laptop for the second
piece of equipment, using standard charges set
up on the office system
• Enter
the customer’s repair order on his
laptop, with a PO number, and transmit it
automatically
to the office system for processing
• Carry
out the second repair – avoiding the
need for another visit
• Submit
his job-sheet for both tasks immediately, and
order spares for delivery the next morning
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| For
the customer who had not received product literature,
he could have logged a reminder directly with a member
of the sales team to follow up. |
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| The
overall results for the day: one happy customer whose
equipment is fully operational, another whose complaint
has been dealt with, plus major savings in time and
costs. |
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| It’s
clear that by using ProspectSoft CRM with eXtreme Mobility,
our engineer spends less time on administration and
more time on what he was hired for. It also enables
him to keep other parts of his company aware of any
customer issues as they arise - by logging them on
his laptop, the appropriate person or department is
automatically notified. |
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| According
to John Adams, Sales Director of Southern Scientific
Ltd: “ProspectSoft CRM has produced major,
tangible benefits, such as reducing customer response
times by over 50%!” |
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