Overcome customer experience hurdles and improve field service with MYOB Advanced

Improve customer service and reduce field service costs with MYOB Advanced field service – a complete solution for your service and customer care team

Your priorities when it comes to improving field service should be driven by customer expectations. So what do customers expect? They want a consistent and easy experience, personalised treatment, as well as a speedy resolution to their problems. 

Companies that deliver regular maintenance and on-call service, such as pest control, pool cleaning and lift servicing businesses, can struggle with cohesive customer care—especially when your team grows beyond 10 technicians. 

Service failures often play out when technicians arrive later than scheduled, make customers repeat information they’ve already provided, don’t have the proficiency required to do the work, don’t have the required tools or materials, and can’t effectively engage customers.

If field service takes too long, is sloppy or unpleasant—it impacts your business and the bottom line. These poor experiences reflect poorly on your brand and can lead to service contracts being cancelled, and negative word-of-mouth or reviews. 

MYOB Advanced is an enterprise field service management solutions that allow your business to integrate field service and route management with operations across sales and customer relationship management, inventory and distribution, projects, and financial management. 

It’s a total, cloud-based solution for businesses that rely on a network of field workers to deliver value to their customers. 

Efficient field service management and route management features you need

The MYOB Advanced Field Service module enables you to optimise scheduling, generate appointments, manage service contracts and warranties, keep track of parts and effectively invoice for all costs associated with servicing.

Route management is an important feature for field service organisations that want to ensure on-time appointments and boost their field workers’ productivity. Route management features in MYOB Advanced allow you to:

• Plan and optimise workers’ journeys to meet regular service contracts.
• Create appointments that align with the execution of routes across multiple customers/orders.
• Assign the best available driver based on skills and location.
• Track work has been executed using online mapping tools and gets statistics. 
• Generate invoices for services provided based on completed routes.

MYOB Advanced helps you empower field workers to deliver a better experience

Given that people value a personalised experience, employees that provide regular maintenance in the field have an opportunity to make your customers’ day better and create lasting connections. 

Face-to-face interactions are more memorable. If your team consistently provides great service each time they arrive to carry out preventative work or replace parts/equipment—you will build long-term customer loyalty.

Field-based employees may find it hard to make customer happiness a priority when the processes and information from the head office that guide their work are unreliable or disjointed. 

Because regular service schedules rely on coordinating data, people, time and resources, Enterprise Resource Planning (ERP) software that provides a centralised database is ideal. MYOB Advanced is perhaps the most flexible and trusted ERP for Australian small to medium businesses.  

MYOB Advanced is a cloud-based ERP: it’s made for managing a mobile workforce. Technicians and field staff can access routes anytime from any device, see information about their next call, and receive last-minute updates via any mobile device in real time. 

Adopting MYOB Advanced supports an enterprise-wide approach where:

• Sales information transfers easily to warranty tracking and service contracts. 
• Data about orders, customers and costs flow smoothly between business functions.
• Field service work is assigned cleverly based on staff skills and optimised routes. 
• Employees have mobile access to the information they need to be on time and perform well.
• Field staff are empowered to work smarter and emphasize personalised touches.

Expectations around high-quality and expedient customer service are increasing. MYOB Advanced simplifies the nitty-gritty details around field service, so your team can spend more time focused on delivering a positive customer experience.

Explore the potential benefits of implementing MYOB Advanced in your business by speaking with an experienced consultant from Leverage Technologies. Reach out online or call 1300 045 046 today.