Looking for ways to move beyond a transactional relationship with your customers? The kind of relationship where the customer needs service, contacts a provider, and payment is exchanged. Most customers do not see the need to have a deeper relationship with their provider, even if said provider has the means and desire to invest in every customer. If your business has the ability to provide sophisticated, data‑backed, money‑saving advice, you’ll have the opportunity to fundamentally change how your customers perceive you.
Being a reliable, reactionary provider is the baseline standard of service. To be a true partner, you need to understand how to use the data at your disposal to inform super intelligent decisions and capital planning processes.
Over the last decade, field technicians have been collecting critical on‑the‑job data through XOi. The word “data” in a field service context can take many forms — for our purposes, we’re talking about information from a job such as: age of equipment, make, model, serial number, equipment location, workflow steps taken to fix the issue, parts needed, parts broken, tools, additional equipment needed, hours taken to fix, cost, and so much more.
