Taking HVAC MRO into the Modern Day - Top Tech Trends
As part of the initiative to improve factory productivity, uptime, and cost-effectiveness,...
The HVAC industry is undergoing a tectonic change – the evolving customer expectations coupled with a cut-throat marketplace resulting in shrinking profit margins has indicated that HVAC companies cannot underestimate the importance of the experience which is dished out to the customer. If you have been a part of the HVAC industry for some time, you would agree that running a profitable business requires more than just trained technicians and accurate equipment – you would also need to provide an outstanding customer experience to create loyal customers.
Recent reports indicate that as many as 72% of the organizations in the field service business have put the improvement in customer satisfaction as one of their major priority areas.
Your field service interacts with your customers, an important touch-point would be your organization’s customer support team who interacts with your customers while making appointments and answering questions. However, while mapping out the touch-points would be a great start to retaining customers and improving loyalty to be able to consistently provide service levels that are better than your peers, you might want to consider building a digitally connected business to be able to deliver exceptional service when your business scales and acquires new accounts.
While there might be several initiatives already in place to boost customer loyalty, this article attempts to decode how your HVAC company might be able to deliver an exceptional experience every single time.
The primary downside of a manual approach is the absence of real-time, tethered, or untethered mobile communication with the HVAC field technician, leaving them unable to effectively deal with surprises. With HVAC software and mobile devices offering real-time, two-way communication, schedulers and service teams can respond quickly to dynamic circumstances and alert the customer, reorganize priorities, and address any shortfalls from the field. Not just does it streamline work for the teams internally, but also improves the customer experience to enhance retention and brand recall.
While the easy-to-deploy HVAC software will bring all these amazing features to your service business right away, the no-code approach ensures that you would be able to customize the software application to suit your unique business needs. Connect with one of Steer Go-Digital evangelists here for a demo to gain a deeper understanding of how Steer’s No-Code HVAC solution would be ideal to build customer loyalty for your HVAC business.
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.