Good-Customer-Experience-Blog

Customer Experience Is Everything

In this blog post, we will dive deeper into why good customer experience is important. Furthermore, we will look into exactly how much it can affect a business and its sales.

In recent years, the customer’s experience of the purchased product or service has become increasingly important when it comes to making a decision. Nowadays, it factors in more than the price of the product or service. The brand experience, product experience and employee experience all affect the customer experience. Therefore it is important to understand the intricacies of building a good customer experience.


Building the experience

 

Previously, the brand image created through marketing was enough to generate brand loyalty and more sales. Nowadays it is simply not enough for a long-term brand loyalty. Customers are only loyal to brands which have the ability to stay relevant in their lives. Therefore the development of the customer experience is even more crucial to the success of the brand.


“Brands with superior customer experience

bring in 5.7 times more revenue than competitors

that lag in customer experience.”​ -Forbes


The product experience is connected to the organisation’s product strategy, design, pricing and the product lifespan. Launching new products is always a financial risk. The company must understand that if the product is at the end of its lifespan, new competing products might bring trouble to the whole organisation. That is precisely why it is important to understand the benefits of the product from the customers’ point of view.


“Customer-centric companies are 60% more

profitable than companies that don’t focus

on customers.” -Forbes


For example the Temkin Group have done research on the customer experience. According to their research in 2018, those organisations, which put effort into the customer experience, earned a 77,5% growth in trade. Other research point to the same conclusion.


“Loyal customers are five times more likely

to purchase again and four times more likely

to refer a friend to the company.” -Forbes


Husky’s service management software is a great tool in developing the customer experience. We at Husky put effort into ensuring your end customer will have a better customer experience. The contract management is one way to make sure the organisation tends to its customers exactly when and how the contract says. The software supervises and reminds both the customer and the service provider of the agreed course of action. Furthermore, the whole process can even be automated.

Another crucial service the system enables is customer satisfaction surveys. These can be easily done after each completed job or as a separate questionnaire to all customers.

Customer-Relationship-Quality-Blog

Key Customer Touch Spots – Field Service Management

Customers Satisfaction 

 

When providing a service in the field you may find that you lack control over the service you provide.

Are your office staff and field teams reading off the same hymn sheet and dancing their way to customer satisfaction?

From planning smartly to being able to create a 2 way instant communication, a software platform is crucial to any businesses looking to have happy customers.

Touch Spots

Thinking as your end user thinks – what is important to them?

  1. When are you visiting/ when did you visit
  2. Have you got the evidence of before and after images
  3. Describe the tasks carried out
  4. Sign off/ Invoice

These 4 simple touch points can be automated with Husky AI. Using our automated email/SMS messages your system can work for you. Sharing instant information with your clients.

Everyone in the loop

There is no time for guessing or finger in the air presumptions in this day and age. With all your information stored centrally the correct data is shared between office staff, operatives & customers.

No more crossed wires.

 

 

 

 

 

Koneet husky

The business decluttering: It’s time to get paperless & organised

Busy field service businesses are easy targets for disorder. With a large number of the employees out of the office at all times and a large collection of information regarding their services, possible machinery or other equipment and clientele, the work environment can quickly turn chaotic. That is why a business decluttering might be needed and this blog post explains how to do it.


Disorder breeds more disorder

 

If the paperwork is not organised or if the customer information is spread out across different programs, it can be difficult for your employees to operate efficiently. If the employees have a hard time finding the information they need, it could even affect the customer experience negatively. Organising the office can be more beneficial than one would think.

 

There are more ways than one to declutter, but one of the easiest and most efficient ways is to make sure your data is organised.


Ditch the paper

 

While the paper might be useful in some situations, it is smart to turn your information digital. This process also allows you to declutter. Use the time to locate information that is a duplicate, outdated or no longer useful. This way you can work towards condensing, updating and deleting data to make it all more manageable.

 

To keep out the clutter in the future as well, it is good to make your data accessible. FSM software can help streamline your business processes – store all the needed information in one place. The software further enhances your experience with clear visuals and integrations. Read more about its features, such as automation, to figure out if FSM software could be the answer for you.

Field- Service-Reporting-Center-Blog

World Class Business Reporting

Husky’s Report Center: Bring reporting to a new level


Field Service Management software is good for a number of things. It can help elevate your business processes with a great selection of tools ranging from sales to invoicing. One of the most powerful tools in our FSM software is the Report Center. This blog post will introduce this feature and explain how it can improve the way you do business.


More than just words

 

Husky Intelligence’s Report Center is brought to you by Jaspersoft. Reporting has never been as easy as it is with our FSM software. With it, you can ditch the paper and start enjoying the benefits of the electronic form. You can now access, find, edit and add information in the blink of an eye.

 

FSM software can make your reports more powerful in more ways than one. Besides the speed and ease, they can be visually enhanced. What better way to bring your reports to the next level? You can customize them according to your company’s needs. Furthermore, with a few clicks, you can even import the data to other systems.


Elevate the way you do business

 

One of the key benefits of this centre is the ability to carry it with you wherever you go. The cloud service provides its users with access to the system on the go. With it, field workers can add and modify data out in the field. Consequently, other users within the company can also see these changes in real time. In addition to the cloud service, Jaspersoft offers an app for both iOS and Android.

 

Automation is one of the most useful features of our software. In reporting, it brings the option of automated reports to the table. Set them up and watch and enjoy as the software does the work for you. It does not get simpler than this.

 

This is just a fraction of what our Report Center can do for you. If you wish to make your business processes more seamless and appreciate accessibility, speed and ease, our FSM software could be for you. Let it make reporting easy for you.


If you are interested in switching FSM software to a new one or you want to learn more about it, check out Husky Intelligence’s features. If you have other questions, you can also contact us!

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Integrate Any Other Software You Use, With Husky FSM


Integrations versus one system

The reasons behind using certain types of software vary, but one system can rarely accomplish everything a business needs to do.

 

While using one type of software for all processes might work for some, others would rather use parts of different systems to fulfil the needs of their company.

This was the case for a customer of ours. Before choosing Husky Intelligence, they had used accounting software, which they were pleased with. They did not want to change their invoicing process, as it worked as it was.

Husky FSM software integrations allowed the company to keep using that software along with itself.

The transfer of data about customers, products and invoices was simple to accomplish between the two systems. This also eliminated the need for double entries, saving our customer valuable time!

 

Inexpensive, made to measure integration.

lack of integrations and the difficulty of the process has been a concern for businesses. However, these days FSM software often offers a number of integrations which make it simple to transfer data. Companies can now have it all without having to compromise.

 

As the world of integrations evolves, it makes it easier for business to pick and choose tools more freely. Software companies recognise the value in compatibility. The main job of FSM software is to make business processes smoother and what better way to accomplish that than working well with different types of software?

beautiful-cellphone-cute

Field Service Software & Voice Technology – The Next Big Thing

One thing is sure: voice control is becoming more and more popular by the minute. You can use it to do a simple search on Google or tell your AI assistant to turn off the lights for you. In this blog post we will introduce voice technologies of today and how they could shape our future.


The Meteoric Rise Of Voice

 

As many as 40 million households in the US have a voice-controlled AI assistant. This number is rising rapidly and in 2020 over half of American homes are expected to have one. These numbers are so staggering there is no denying the effect voice control has on our lives.

 

With the popularity of the technology, voice searches are expected to become more popular in the future. People also have voice control assist them in a variety of other tasks. These include, but are not limited to, sending text messages, switching lights on and off and even scheduling them, shopping and driving. This is only a scratch of what voice control can do and its capabilities are only increasing.

 

While the UK are eager to adopt voice technology, businesses are lacking behind. The makers of digital assistants are trying to tackle this by offering features like scheduling or even creating assistants specifically for corporate use, like Alexa for Business. According to a recent study, 31% of the 600 senior employees reported they use voice technologies daily at work.

 

The usage of voice technologies does not only make things easier for the business. It could also makes them seem more sophisticated. With the speed the business world is advancing at, it might be a smart move to invest in voice technologies now.


Opportunities for voice control

 

As these technologies still have a lot of room for improvement, one of the most important aspects is definitely language. While Apple’s Siri supports 20 different languages, Amazon Alexa only supports four.

 

Some voice-controlled devices also have trouble understanding different accents as well as children for example. With more language options and better understanding of different accents and such, voice control could find its way into more homes and offices.

 

ANZ, a bank in New Zealand, has a new employee – a digital assistant with a human-like face called Jamie. Jamie can answer some of the most frequently asked questions. You can find Jamie from their help section and try this new feature. In turn, Google Duplex makes a restaurant reservation or a hair cut appointment on behalf of the customer. This feature is still under development, but you can see it in action here.

 

In the future, more businesses will adopt these types of technologies. Voice control is not only useful in homes and offices, but it is also a great tool in bettering customer service. The likes of Jamie and Google Duplex could become more commonplace, even resulting in digital assistants calling each other to take care of business.

 

These days, devices from mobile phones and tablets to sound systems and watches utilize voice control. There are even vacuum cleaners and thermostats with voice control. These technologies are appealing in many ways, but convenience must be the most important characteristic. It is the reason voice control will continue to thrive in the future.


For information on how you could use artificial intelligence and automation to improve your business processes, check out the Husky Tour.

Mobile Field Service

The World Is Going Mobile – Is Your Field Service Business?

The world is going mobile – are you?

Going mobile is a trend that has spread like wildfire. These days basically everyone has some sort of a mobile device. Even first-graders have mobile phones more expensive than your rent. Mobile devices are taking over everywhere; from schools to homes and work places. The good old computers aren’t completely obsolete, but people no longer need to rely on them in many aspects. How is this affecting doing business and how can you get the most out of it?

Following the consumers

Especially with the younger generations, most people take their mobile phones everywhere with them. A cell phone with internet access used to be a luxury, but now it has become a rather common phenomenon, and even a necessity for some. People often spend hours on their smartphones daily, but not all businesses are taking advantage of this and creating content suitable for mobile devices. Mobile advertisement is a lot cheaper than, say, TV advertisement, and especially mobile video advertisement is getting more and more popular.

These days the mobile version of a website is more important in SEO than the desktop one is. Businesses should remember to follow the consumers and mobile is where they are at. This is why your business should focus on making its content as mobile-friendly as possible.

Utilization for business operations

Marketing and reaching customers through mobile isn’t the only thing the company can do to enhance its operations. The popularity of the trend has generated many new ways to utilize mobile devices. More and more platforms are mobile-friendly, which results in people being able to perform tasks, which earlier required access to a computer, on the go. For a field service business, this can result in a significant increase in productivity, if utilized in the right way.

Field service businesses can receive many benefits from going mobile. These days, companies can for example track field workers through GPS and employees can update their progress in the field. Communicating with your employees and sending attachments has never been this quick and easy. With mobile, data can be accessed anywhere. An FSM system can help perform these tasks in the most efficient way possible.

With FSM software, the office can see what’s going on in the field and the field workers can manage things such as their teams, schedules and add-on sales on the go. Being able to manage your operations out of the office just makes doing business that much easier. Being able to put the data into the system right away increases its accuracy and makes it easier for everyone to do their jobs, as they do not have to wait for information.

A tool for smoother operations
Mobile devices help the whole company operate with ease. This will increase the company’s reach in the market and the company will be better connected inside itself as well. The mobile aspect brings more flexibility to the company’s processes – it allows the user to choose where they operate from, decreasing stops to the office.

Going mobile is crucial for a modern-day business. It can be very beneficial both in marketing and in operations inside the company. If you’re still wondering whether your business should go mobile or not, the answer is yes!

Bespoke Field Service Software

The No. 1 reason service businesses should implement field service software, is profitability.

There are multitude of reasons why you might be considering to implement a field service management system. Many of these reasons will have a link to your overall profitability. Here are the 3 most common elements you need to know when implementing an ERP system.

 

1. Time savings. 

Think of how much time your business is currently using to process a lead all the way to your accounting and turning it into a repeating business? With a proper software, many of the repeated or manual double entries will go away and there are substantially less time spent to manage the process.

 

2. Align culture with strategy and processes. 

When you implement software, its a unique opportunity to align the changes needed in your process to match your strategy and motivate people to do things right. Many times there are process improvements needed but making the change is difficult without tools to support the change. A good Field Service Software can fuel the change. Use it to your advantage.

 

3. Growth through accountability. 

From sales to production, marketing to customer nurturing, accountability will increase process efficiency. When you reach a level in your business, where no leads are forgotten, appointments are no longer missed, work orders are always billed and recurring work is fully automated, the profitability will grow. But this is also a time to assess accountability. Within your organization as well as outside it. Growth comes from implementing your vision and strategy and accountability will assure your business is implementing it correctly.

Get a personalised demo today with our UK Team.

 

Field Service Alerts & Workflows

3 Key Field Service Automation Alerts Your Business Should Be Using.

Husky AI can completely centralise your field service business. Once you have a process that is paper free and in the cloud, you can alert customers,staff, Managers & Directors based on any important KPI.

Automated, intelligent messages can add huge value to your field service business. It can improve your services and make your business rise above your competitors.

Not only can triggered alerts improve the way you communicate internally it can keep all stakeholders in the loop 24/7.

Triggering Alerts

field service triggers

Husky triggers are set by rules, there is no limit to these rules. These rules then trigger an SMS or Email to the details linked with a specific customer, a group of people or a single individual. Once the rules have been set and matched to actual real time events you can then choose when your messages are sent. For example; send them all on Monday morning at 8.30 am or choose to send them as soon as they are triggered.

Creating Your Email Templates

Our message creation allow you to create bespoke messages for any rule/occasion. Using free text and placeholders you can add a template name, subject and full message. Using the placeholders you can make sure that you are sending personalised messages with actual/important info to the stakeholders you choose.

3 Key Automation Alerts you should be using

Field service templates

Here are the 3 most utilised alerts from our 1000’s of users:

1. Type Of Message: Job Completed Sent To: End User

A message to your end user to tell them you have completed a job on their premises. This can include info recorded on the mobile device by your operative. This is usually tick boxes of tasks completed or a written description that can be added to the message template as placeholder.

2. Type Of Message: Estimate Not Closed Sent To: Internal Staff

A message to your internal staff in charge of sales. Many clients will set up alerts that will send a reminder when 10 days have passed since a estimate was sent and it has still not been closed. This alert can included the value of the estimate and also contact details of the contact person for the end user.

3.Type Of Message: New Job Created Sent To: Field Operatives

A message to your operatives in the field. This alert is set up to notify you field staff that you have allocated a new job to their calendar. Job details can be included and usually these messages have a link to the log in for their full calendar.

Can you see the benefit of automation? Want to see what Husky can do for you? Have an idea for a message that would help your business?

Visit us www.huskyai.co.uk

Pexels

Asked to sign long term contracts for Field Service Software? Why alarm bells should be ringing.

As a SaaS provider we are well aware of the requirement for contractual agreements to be signed.

They are used to map out an understanding between the two companies entering in to an agreement.

With cloud based software there is no need in our opinion to tie customers in to 1, 2, 3 year deals. As with any service, if the customer is not happy or their requirements change,  is it right to say as a trusted service provider?

“You are signed in for 3 years” “Pay Up”

The answer is no, at www.huskyai.co.uk there is never anymore than 30 days required to cancel our service.

Our ethos is that we want customers to add value to their businesses by partnering with us and our software. When value isn’t added or things don’t work out.. believe me this happens, then they can walk away. No hard feelings.

Not only should the terms of a contract in regards to SaaS give you a gauge of the confidence of the supplier (the less notice, the more confidence that company has in their offering) It also works the other way (the longer the tie in period the less confidence the supplier has in their software)

Another clear indicator is the level of service and systems. For example: if a customer is tied in for 3 years that said supplier can become complacent knowing they are in control with the long contract. When it is 30 days or less notice surely that company’s service levels have to be top level to keep customers, as there are no barriers to exit.

With software houses, costs are fixed, the software is ready to use and the infrastructure is paid for. Unlike physical purchases there is no cost to cover before profit is made. To bypass this some software providers will mix hardware and physical assets in with the deals be that computers, tablets or phones. Alarm bells should start ringing when this happens! Never mix the two.

So next time you buy any type of software as a service, be sure to pay attention to the contractual agreements. Look at them cynically and take a pessimistic view , what if things don’t work out?

 

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