A case of net promoter score
How to treat each customer ticket as a priority
Any field service has a constant pressure to save costs and maintain same level of customer happiness. It is measured in different ways, and net promoter score is one of such indicators. By measuring how likely would someone recommend to use a product or a service is good indicator of customer happiness.
Many companies understand the exponential nature of how a field service, whether it is a support or a delivery or an installation, can seriously impact their customer satisfaction - if service is great, NPS is not changed or slightly improved (clients expect it to be good), but if it fails to perform according to customer expectation the negative impact is exponential. We strongly believe that with few adjustments and a new way of thinking the impact can also be exponentially positive.
Today the normal task lifecycle looks like this:
With Bitskout we tweak this process - first we augment the task with conditions.
The key condition here being a semi-automated validation process. Once the task is augmented, Bitskout platform on the backend adds several automatic steps.
Then, after augmentation the task is again executed the same way, but this time the experts needs to submit a result of his work according to your validation workflow - a video confirmation or photo or a filled checklist. Then this data is saved to your location, the approval flow is triggered and the content is checked automatically with AI, manual or mixed steps, and, optionally, payment or reward is released if approved.
And then the task is closed by Bitskout. This small change, adding extra logic to a task, gives powerful possibilities.
Let’s imagine that our field service employee needs to visit those customers to solve some pending tickets. Now as she is already there, we can list extra tasks in the area - tickets that are not yet critical but solving them makes sense to offset the travel costs.
By adding a location condition, a reward per extra ticket and skill level of engineer we can solve three problem at once - raise NPS by solving tickets ahead of expected time, decrease cost per case and increase employee engagement by rewarding productivity.
Bitskout infrastructure allows you to organise that kind of behaviour by integrating to your existing ticket and project management systems. And what's most important it starts a process of moving to automated work validation systems where machine learning algorithms will be able to check the work done. And you will get the performance insights of your own workforce, raise their engagement by reward productive behaviour and raise customer satisfaction.
In the next post we will show how Bitskout works with Asana.
We just sent you an email. Please click the link in the email to confirm your subscription!