3 Tips to Keep Your Field Service Business Running Smoothly in the COVID-19 Pandemic

July 14th 2020 15:00:00 PM

The COVID-19 pandemic situation has created challenges for all types of businesses. Many business owners have had to change the way they interact with their customers. Some have had to close down temporarily. Those who have been able to stay open may have had to limit the number of customers they can allow on their premises at any one time. Field service businesses may have had their customers be the most hesitant since they may have had customers unsure of whether they should even allow a mobile sales representative to visit their premises at all.

Are you interested in discovering the solutions we have for field service businesses right now? Contact us online or call (330) 645-9959 to make an appointment with a Scanco Solutions Expert.

How to Keep in Touch With Your Customers During COVID-19

The current situation has required many business owners to get creative in finding ways to keep their relationships with customers active during this time. They have worked hard to find alternative ways to keep the “personal touch” in place during a time when that approach is not being encouraged at all.

• Set up regular phone “visits” with your customers.

It may be difficult to have a sales representative call on your regular customers as part of a regular route. Instead of waiting for a customer to let you know about a problem (which could be quite some time in the future), ask your sales representative to set up a “phone route” and contact customers regularly.

During these visits, the salesperson can ask the same kinds of questions they would normally cover during a face-to-face visit. The customer can place orders for new products and bring up any questions or concerns, including requests for service calls if they have not already been made. The customer may be unsure whether the difficulty warrants a service call or has questions about whether the call will be covered under the warranty. These issues could also be addressed during the phone visit.

• Schedule a “Zoom” call for a face-to-face discussion.

Some customers may still want to “meet” face to face but still have deep concerns about physical distancing. Your sales representatives can suggest a Zoom meeting, where both people can see each other in real-time. The software is quite easy to navigate, even for those who are new to the platform. (For those who don’t like Zoom, there are other online platforms which allow for video meetings.)

• Remind customers that email is still an option for communication.

With other communication methods available today, it seems as though email may not necessarily be the first choice among customers who wish to reach sales or service representatives. Let your customer base know that you are still in business and that your team is available by email to help them with any questions or concerns they may have.

Scanco’s Mobile Field Service and Mobile Sales Apps Are Ready to Help Your Business

These are unusual times. Scanco is here for you with the solutions you need. You can count on our field service app to help you access your customer’s account history, service tickets, and more. Your service representative will be able to see at a glance which inventory parts are on hand and which ones are at the warehouse.

For sales representatives, the mobile sales app provides the latest product and service information. They can refer to it on their hand-held device, so they are never at a loss for the details their customers require.

To find out more about these exciting solutions for field service businesses, contact us online or call (330) 645-9959 for your appointment with a Scanco Solutions Expert.