How much is it worth to you to keep a customer??

Did you know that it is (5) times more expensive to attract a new customer than to keep one…91% of unhappy customers will never purchase service from you again… the average un-happy customer will tell 8 to 16 people about it… if you make an effort to remedy customer’s complaints, 82-95% percent of them will stay with you. Of course you did! In today’s hectic economic environment, however, we get wrapped up in the day to day business and we sometimes forget this age old wisdom. In our current economic environment, this can be fatal.

The FieldConnect solution addresses all of the stakeholders, not just the field technician…and most importantly we address the needs of the customer.

With FieldDirect (FD) your customers can answer the following questions…

FD – what is the history of equipment repair…can I schedule Preventative maintenance and have my customer see that schedule?

FD – Can I see my invoices..current and the past?

FD – Can I view all of this information by Site and then drill down on the work orders?

FD – And most important for customer satisfaction…”When are you coming to fix my problem?”..and can I check the status of the WO and depend on the accuracy of the information?

FD – and of course in today’s world, I need that information now…and real-time.

With Field Locator (FL) your customers can answer…

FL - Where is my vehicle? I need to always know where my remote assets are.

FL - Is my vehicle speeding? I am liable for that driver’s activity…during or after hours.

FL - There is a discrepancy between what my customers say should be billed…and what my technician says we should bill…can your solution help me resolve this delicate issue?

So if customer retention is a high priority for you, as you streamline the mobile process with your field technicians, then you should consider a solution that integrates all of the processes, eliminates paper and problems with accuracy, and reports back to your Sr. Mgt as well as customers.

Remember that 82-95% of the customers will remain loyal if you are working on their behalf…so you first need to know that there is a problem…and then you need the technology to resolve that problem . FieldConnect will help you with both…2009 is not about surviving…it is about competing smarter to ensure success for many years to come.

FieldConnect automates forms in the field!!

You know that you can turn to FieldConnect to help streamline the work order process via our mobile solutions for the field technician, the customer and the dispatcher. Now we have gone even further !!

Forms - Your technicians may also have the tedious and time consuming job of filling out forms in the field. These forms go beyond mere checklists. In most cases they contain critical information for regulatory agencies and your business. The input/accuracy, archival and retrieval of these forms is costly and tough to manage.

We have automated the process! You can now electronically fill out these forms out in the field using FieldAccess. These forms then are linked, in Real-Time, to your ERP by the Work Order number and can be called up by your customers, or by your staff at headquarters, using FieldDirect.

This is the FieldAccess input screen used by your technicians in the field.



And this is the screen that is used by your customers to view those important forms...instantly...by site...equipment...or work order number!!

"Thick or Thin" Architecture - FieldConnect's "Thin" Approach

When evaluating technologies for automating the necessary and expensive communications that are required between technicians, dispatchers and customers for the purposes of problem and field service resolution, one of the first questions that has to be answered is “should I go THIN or THICK”? This isn’t some crazed diet question, but one of client architecture, and what will be necessary to implement and manage an on-going viable solution. Ultimately it will be specific business, environmental and cost issues that drive a final decision towards a thin-client versus a fat-client based solution. This white paper will help demystify these business, environmental and costs issues.
Understanding FieldConnect’s Approach
FieldConnect is the most efficient software available for Field Service Mobilization. FieldConnect
leverages the ubiquitous availability of the internet along with the large array of available portable computing devices (PDA, laptop, tablet PC, Blackberry or desktop computer) to bring real-time communications to all field service stakeholders: customers, technicians and dispatchers. From its inception all FieldConnect products have been designed and developed with the Thin-Client architecture in mind. But we have also facilitated offline usage for those customers requiring use in environments where online connectivity is not as ubiquitous or available.
Click here to download White paper.

Click on the image below for the executive Matrix.