Customer Support Needs
- The typical Med Device Prospect will have a maintenance function that could represent a significant source of revenue for the company. These maintenance needs can be handled in multiple ways – from in house service reps, to field service reps to contractors or partners. If the prospect schedules, tracks and bills for these service calls, FSL is a good candidate for them.
- In addition, many of these sophisticated pieces of equipment have software running on them. For these kinds of issues, Service Cloud is a good play – build out the Console, and building out Digital Engagement to allow customers to Text our reps and get service their way.
How can we Help?
- We can help to build out FSL for the Prospect. Usually for the size of prospects we are dealing with, we will be replacing a Spreadsheet, or a White board, so a simple approach can be a huge improvement on the existing function.
- BUT, we need to understand that while spreadsheets are a mess, and don’t give clients any meaningful data, they sure are easy to manipulate!
- We need to start at the beginning, drilling into the prospect that this will be an ENORMOUS change for the field techs and their dispatch users.
- Framed properly, and getting buy in from the prospect early, we can transform their Field Service function using FSL.
- However if we sell it as an easy to install panacea, we will be in trouble almost immediately
Questions to Ask
- Do you provide (or sell) Maintenance on your products?
- How is that Maintenance Provided?
- Do you have Field Service Reps who make Service calls on your product?
- Is this a Profit Center for your firm?
- Do your Field Service Reps carry Inventory to repair machinery?
- How complex is your scheduling function? Do you match skills to need for service Appointments?
- What is the volume of Work Orders to Field Tech?
- What is the volume of Tickets to Inside Call Center Reps?
- Do all of your Field Techs work directly for you or do you employ contractors (FSL Contractor licenses)
- How do your customers interact with your Call Center or Dispatch Agents? Phone? Email? Chat? Text?
- Could your Service team take advantage of texting to Chat as a channel into the team? Would this increase the amount of tickets that could be handled at one time?