Are you a field service business owner struggling to keep customers happy? Or maybe you're a customer service manager looking for ways to improve your team's performance? If so, job tracking software might be the solution you need.
Why old-school job tracking falls short
Think about how field service businesses used to work:
- Vague arrival times like "between 9 AM and 5 PM"
- No updates on job progress
- Difficulty reaching technicians in the field
- Customers left in the dark about what's happening
These old methods often lead to frustrated customers and inefficient operations. But there's good news - modern job tracking software can fix these problems.
What job tracking software can do for you
New job tracking tools offer much more than just basic scheduling. Here's what they can do:
- Show real-time locations: Customers can see where technicians are, just like tracking a food delivery.
- Send timely updates: Automatic messages keep customers informed at every step.
- Enable easy communication: Customers can chat directly with technicians or support staff through the app.
- Share visual information: Technicians can send photos or videos of the job site to customers.
- Get quick approvals: Customers can sign off on work or invoices digitally, speeding things up.
These features work together to give customers a clear picture of what's happening with their service.
How better tracking makes customers happier
Using advanced tracking tools can really improve how customers feel about your service:
Builds trust
When customers can see real-time updates and photos of the work, they trust your business more. This openness helps set clear expectations and avoid misunderstandings.
Reduces stress
Knowing exactly when the technician will arrive takes away the stress of waiting around. Customers can plan their day better, making them happier with your service.
Gives control
Access to job details and easy communication makes customers feel in charge. When people feel in control, they're usually more satisfied.
Solves problems faster
Quick chats and photo sharing help solve unexpected issues on the spot. If something comes up, customers and technicians can work it out together right away.
Tips for using job tracking software well
To get the most out of your tracking software:
- Keep it simple: Make sure your tracking app or website is easy for anyone to use.
- Let customers choose: Allow them to pick how and when they get updates.
- Protect information: Use strong security to keep customer and employee data safe.
- Train your team: Make sure your staff knows how to use the system and help customers with it.
- Connect your tools: Your tracking software should work smoothly with your other business systems.
Measuring success: what to look at
To see if your new tracking system is working, keep an eye on these things:
- How happy customers say they are (Customer Satisfaction Scores)
- How likely customers are to recommend you (Net Promoter Score)
- How often jobs are finished in one visit
- How often technicians arrive on time
- How quickly issues get resolved
- How much customers use your app or tracking features
Real success story: BigChange in action
Let's look at how job tracking software helped a real business. TapMedic, a UK plumbing company, started using BigChange's job tracking software. Here's what happened in just six months:
- 35% more customers said they were very satisfied
- 28% fewer customers missed their appointments
- 45% more positive reviews online
- 20% more jobs fixed on the first visit
One happy customer said, "It's like having a personal assistant for my home repairs. I always know what's happening and when."
TapMedic's manager added, "BigChange has changed how we work with our customers. We're more open and efficient now, and it's made a big difference."
What's next for job tracking?
As technology keeps improving, we can expect to see even cooler features:
- Super-accurate arrival times that consider traffic and weather
- Virtual reality tools to help diagnose problems remotely
- Tracking that works with smart home devices
- Systems that can predict when you'll need service before you even know it
Wrapping up: turn your service into an experience
For field service business leaders, good job tracking software isn't just a tool – it's a way to make your service stand out. By keeping customers in the loop with real-time updates and easy communication, you can build stronger relationships. Happy customers are more likely to come back and tell others about your great service.
Want to see how job tracking software can make your customers happier? Try BigChange. Book a demo or start a free trial today. It's the first step to wowing your customers with a service experience they'll love.
