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Localz takes the communication complexity out of on the day service, providing businesses with mobile workforce solutions to deliver a frictionless last mile customer experience. ‘Uberized’ consumers expect real-time transparency and control.
The Localz operational platform enables real-time tracking of the service technician, accurate ETAs and two-way communication. Localz “on my way” messaging increases customer satisfaction and first time access rates.
The Localz platform is being used by the RAC, DPD, OVO Energy, Autoglass, Safelite, Woolworths and British Gas.
At this week's Housing 2019 event in Manchester, location and mobile technology experts, Localz, talked about the impact of the IConomy to the field service industry. In this article Localz explains how the field service industry can utilise...
At this week's Housing 2019 event in Manchester, location and mobile technology experts, Localz, talked about the impact of the IConomy to the field service industry. In this article Localz explains how the field service industry can utilise mobile technology to deliver “uber” style housing repairs and deliver frictionless customer services in the fourth industrial revolution.
Consumers are sick and tired of impersonalised and inflexible services which do not fit into their routine. They want to be able to schedule an appointment that fits into their schedule and be able to track and adjust it in realtime. eBay, Deliveroo and Uber are all addressing the need for instant booking, tracking and assurance for its customers. These companies are putting the customer at the centre of its service, giving them control, reassurance and convenience and overall building trust. They are setting the benchmark for all industries and now customers are starting to demand the same experiences from every organisation they engage with.
Applying the success from leading brands and incorporating customer and field service engineer pain points, Localz advises on the key steps to ensure frictionless customer experiences in today’s digital age.
Providing convenience means being digitally enabled on various platforms, this includes customers being able to book an appointment via a laptop, tablet or smartphone and smartwatch. Alongside device enablement they also want to be able to book an appointment via different means including, email, telephone, on a brands app and in the future via voice recognition. It is vital that you stay on top of the latest technology and ensure you know how your customers want to interact with you.
British Gas has seen no-access, failed appointments fall by 20% by using “On my way” notifications. Customers are more informed and therefore aren’t forgetting appointments or rescheduling if needed to.
By enabling for two-way communications between service engineers and the customer will help to streamline appointments. Two-way communications make it easy for customers to tell you and your operatives important information without having to join a call centre queue. Provide contact centre staff with the same transparency and real-time tracking, so they can give a consistent and reliable message if a customer still decides to call.
OVO Energy’s engineers have cited that using two-way communication has an increase in customer satisfaction. By enabling engineers and customers to directly speak to one another it removes the middle man, which can be a frustrating experience for both parties.
This is something that Uber has done very well. By allowing consumers to rate their driver it not only leads to customers feeling heard but it enables the organisation to increase the safety of the solution.Both outcomes of providing the score is both of importance to the consumer and the company alike. In environments where interactions are frequent and where 'promises' can be fulfilled reliably and repeatedly trust can be established.
To find out more about Localz’s solutions click here.
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