Customer expectations have shifted rapidly due to the pandemic. Combine this with the ongoing talent shortage, the wave of retiring baby boomers and the growing complexity of equipment, and customer satisfaction ratings can feel like a constantly moving target.
In a recent survey from the Service Council, service leaders reported that Customer Experience (CX) initiatives are the number one focus for their organization in 2021. Unfortunately, Forrester Research found that although the overwhelming majority of companies want to be Customer Experience (CX) leaders, only one in five actually deliver good or great CX.
The Solution Lies in Siloed Data
Many organizations are turning to digital solutions to improve the relationship between themselves and their customers. Too often, these solutions are costly investments that require long implementation times. While they certainly still have their place in the digital transformation strategy, organizations should also be looking closer to home.
Most companies are already sitting on a wealth of unused parts and technical data that can be easily repurposed to help alleviate industry challenges. Here are 3 ways that unused data negatively impacts an organization’s CX:
1. Hindered Efficiency
Aberdeen Group reports that 61% of service executives say a technician failing to resolve an issue on the first visit is the top customer complaint. This highlights that, above all else, your customer wants an efficient fix. By leaving unused parts and servicing data locked up in silos and inaccessible to service technicians in the field, organizations are missing an enormous opportunity to improve fix rates.
In a recent study, Aberdeen Group found that nearly 20% of first-visit repairs are missed because the technician did not have access to the correct technical information. By making parts and technical information available to field service technicians on their mobile device, organizations can dramatically decrease time on site, increase first time fixes, improving the service experience for their customers.
2. Less Effective Training
The increasing talent shortage is one of the most pressing issues facing field service companies today. According to Service Council research, almost 57% of field service organizations report challenges finding enough talented technicians. And once those organizations find the talent, they are then struggling to keep them. According to a survey by Society for Human Resource Management, one third of newly hired staff quit their jobs after the first six months, with the majority citing lack of skills one of the major reasons they leave.
It isn’t just new hires that require better training. In a 2021 survey by The Service Council, more than 90% of field service technicians say they require more knowledge than ever before to service products. The need for upskilling among all technicians has never been greater. Meeting this need will create more confident and capable technicians, positively impacting a customer’s experience.
Being able to reference critical information like parts catalogs, diagrams, and service manuals from their mobile device give less experienced technicians the support they need out in the field. Additionally, CAD data can be repurposed into interactive 3D instructions to create a powerful training tool that increases comprehension through near hands-on experience and applied learning.
3. Unempowered Customers
Self-service is quickly becoming hardwired into customer behavior: 81% of customers across all industries attempt to take care of things themselves before reaching out to a company. Any organization wishing to improve CX must increase focus on providing more opportunities for customer self-service. According to Field Technologies, companies that offered some form of self-service had a whopping 71% increase in customer satisfaction rates.
Customers want to feel empowered, and knowledge is power. Transforming CAD data and servicing and installation information into a curated knowledge base or 3D instructions will help customers find the answers they need to common problems and simple fixes, freeing up technicians to work on the more complex issues.
A Simple Fix Leads to CX Gains
It’s clear that lack of access to knowledge can thwart a company’s CX goals. The good news is that organizations already have everything they need to empower technicians and customers quickly and effectively. By first focusing on breaking down information silos and repurposing their unused CAD, parts and technical data, companies can rapidly deliver efficiency gains, bridge the skills gap and create more opportunities for self-service.
Want to learn more? AnswersAnywhere helps organizations repurpose existing data to deliver mobile, online/offline information solutions, including 3D instructions, parts catalogs and curated knowledge bases.