Getting started with automation for your FSM company in 3 steps
Field service management companies today face a growing demand for 24/7 digital services from...
Companies looking to automate parts of their operations face a growing demand for 24/7 digital services from stakeholders. Indeed, going digital is no longer an option but is key to survive and thrive not only in the new normal but beyond. Buoyed by the experiences they receive on Amazon and Uber, stakeholders now expect convenient ways to place orders for services and expect to receive these smoothly. In creating a frictionless journey from ordering to fulfilLment, having digital front-end solutions is not enough. You have to ensure that the entire operations is connected to provide experiences like no other.
While It might initially appear as a mammoth task, we have created the Go-Digital Plan -- a three-step process to guide you in ensuring operational excellence as well as great customer experiences.
Let’s explore each of them in further detail to understand how your organization can digitize operations through fulfillment operations.
Steer’s Go-Digital Plan follows a distinct three-step process as listed below.
Phase 1- Digitize Process Form and Workflow
You will see the various customer journey steps that require your attention. These steps stand out because of two major things:
Once you have the service design blueprint ready, the first step would be to have a critical look at the activities which are being performed both in the front stage and backstage. The idea is to digitize aspects of operations which are significantly affecting the customer experience.
You would notice aspects in your operational flow such as:
As you look to digitize aspects of these operational activities, you would look to reduce, if not completely eliminate the bottlenecks in each of these steps.
A good way to start this process on Steer (or any other platform of your choice) is by digitizing process form and workflows.
The specific steps that you might undertake for this include:
Phase 2- Analyze and automate process steps
You can now also start rethinking customer-facing and internal processes to create a digital experience.
There are many ways to optimize a process, but the goals the same: reduce waste & delays, improve transparency, and provide convenient online channels to everyone. Here are some things to consider while consider how could you potentially improve the experience met out in the CJM stages which affect the customer experience the maximum.
The actionable steps that you might undertake to analyze process steps and automate routine ones include:
Phase 3- Create stakeholder access to processes
Providing self-service options to the stakeholders would allow them to feel that they are in control of any situation. They can raise requests, communicate with the technicians or help desk without having to wait over a customer support call, provide feedback after a service request has been attended to. More than just that, the self-service option would provide your organization with multiple insights about the their behavior which you could potentially use for cross-selling or upselling opportunities.
The final step in this journey would be to empower stakeholders with the ability to interact with your organization in ways they could have never imagined. This would be providing self-service options to customers and other stakeholders (vendors, suppliers and partners). There are various ways in which you could empower your customers with the self-service options: web widget, portal, mobile app, chatbot or plugins.
The actionable steps that you might undertake this step include:
By following the steps listed above, companies can more efficiently deliver higher service volumes, freeing up funds to reinvest in growth areas. Taking out operational costs and improving the customer experience become two sides of the same coin. Companies can attain both goals by reducing bad or avoidable volume; offering more self-service options for basic transactions, which customers actually want; and rationalizing the product architecture and mix.
These steps lead to a better experience, which accelerates revenues through greater customer loyalty and eventually a larger share of wallet.
A great way to start with digital transformation for your maintenance, repair and operations would be the templates available on Steer Platform. These templates could be customized to suit the unique processes of your organization and by a visual drag and drop interface, you can use it to build applications to ensure that once your core systems are in place, they could be used to ensure that your organization is building an interoperable digital ecosystem, for no additional cost. With exhaustive templates catering to all aspects of your MRO - Work order management, Inventory management, Preventive maintenance, reporting and dashboards, requisition and procurement and AI based predictive maintenance, Steer ensures that you are set up relatively easily for passing the benefits of digitalization to your employees and stakeholders.
Are you still on the fence to explore how Steer No-Code MRO suite could benefit your organization ?
Start by scheduling a free demo of the Steer MRO suite here to understand how your organization might benefit from a solution which is customizable to your unique requirements and gets you set up for any technological metamorphosis in the future.
Sid Wadehra is a seasoned and a result-oriented professional with varied experience spanning geographies from leading multinationals to fast growing start-ups. His industry experience is well-complimented with business education from a global business school. Sid's expertise include digital transformation, corporate strategy, and innovation management.
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