{"id":16062,"date":"2021-03-16T14:25:45","date_gmt":"2021-03-16T14:25:45","guid":{"rendered":"https:\/\/fieldnation.com\/resources\/4-customer-experience-lessons\/"},"modified":"2025-05-19T04:26:33","modified_gmt":"2025-05-19T09:26:33","slug":"4-customer-experience-lessons","status":"publish","type":"post","link":"https:\/\/fieldnation.com\/resources\/4-customer-experience-lessons","title":{"rendered":"4 customer experience lessons from an industry leader"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Recently, Field Nation hosted an executive webinar with <\/span><a href=\"https:\/\/servicecouncil.com\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Service Council<\/span><\/a><span style=\"font-weight: 400;\"> entitled \u201cGrowing Profitably in 2021: Leveraging On-Demand Talent.\u201d The webinar featured ideas from service industry leaders, including Rob Miller, Chief Customer Officer (CCO) of <\/span><a href=\"https:\/\/serviceexpress.com\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Service Express<\/span><\/a><span style=\"font-weight: 400;\">. He shared how his company leverages on-demand labor to create a differentiated customer experience.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Service Express, a leader in third-party maintenance (TPM), has achieved impressive customer satisfaction metrics, including:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">97% first trip repair success<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">99.8% inventory accuracy<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">99.5% calls returned within &lt;30 minutes<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">A net promoter score of 90<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">To complement its base of over 600 employees, Service Express leverages a network of on-demand technicians through the Field Nation platform. Here are four lessons from their service delivery journey.<\/span><\/p>\n<a name=\"1-tap-into-techs-across-geographies\" class=\"fldn-table-of-contents-anchor\"><\/a><h2 id=\"1-tap-into-techs-across-geographies\"><b>1. Tap into techs across geographies<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Service Express customers have distributed environments, often with data centers all over the country. Customers value localized service. Using on-demand talent allows Service Express to serve client needs, even in areas where they don\u2019t have a brick-and-mortar presence.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cWhen we started out, we sometimes had to turn business down because we didn&#8217;t have resources in a given city,\u201d Miller said. \u201cUsing on-demand talent allows us to bridge those gaps so we can say \u2018yes\u2019 to more work.\u201d<\/span><\/p>\n<blockquote><p><i><span style=\"font-weight: 400;\"><strong>Key takeaway<\/strong>: Having access to nationwide talent is a win for customer experience and for growing revenue.<\/span><\/i><\/p><\/blockquote>\n<a name=\"2-build-loyalty-with-on-demand-workers\" class=\"fldn-table-of-contents-anchor\"><\/a><h2 id=\"2-build-loyalty-with-on-demand-workers\"><b>2. Build loyalty with on-demand workers<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">To deliver a stellar customer experience, Service Express ensures that on-demand workers have similar training and tools as their full-time employees. This includes access to a knowledge base, support teams, an escalation path, and training. Paying on-demand workers well \u2014 and paying them quickly \u2014 is also essential.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cWe always try to look at things from an engineer&#8217;s perspective,\u201d said Miller. \u201cOur contract technicians value all of the things that our full-time engineers value. Just like employees, our on-demand techs love fixing customers\u2019 problems and fixing gear. So we provide opportunities for them to do work they enjoy while removing things like paperwork.\u201d<\/span><\/p>\n<blockquote><p><i><span style=\"font-weight: 400;\"><strong>Key takeaway<\/strong>: Provide comprehensive support and generous pay to on-demand workers to earn their loyalty. This will help ensure that all of your technicians deliver the experience your customers expect.<\/span><\/i><\/p><\/blockquote>\n<a name=\"3-fine-tune-the-vetting-process\" class=\"fldn-table-of-contents-anchor\"><\/a><h2 id=\"3-fine-tune-the-vetting-process\"><b>3. Fine-tune the vetting process<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">When companies deploy on-demand labor, they have to build trust in their extended network, including how on-demand technicians will represent their brand. To support this goal, Service Express uses the Field Nation platform to gain visibility into how engineers are rated by other companies and what skills they have. Service Express also provides its own technician ratings.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cIf you sell one thing and customers get another, that can hurt your reputation very quickly,\u201d Miller added. \u201cWe use the vetting features in the Field Nation platform to get the best possible person on each call, which provides the best customer experience.\u201d\u00a0<\/span><\/p>\n<blockquote><p><i><span style=\"font-weight: 400;\"><strong>Key takeaway<\/strong>: Use data such as technician ratings to <\/span><\/i><strong><a href=\"\/resources\/building-relationships-with-techs\" target=\"_blank\" rel=\"noopener\"><i>find the best on-demand talent<\/i><\/a><\/strong><i><span style=\"font-weight: 400;\">. This will help you find techs that are the right fit for your job and improve the overall experience for customers.\u00a0<\/span><\/i><\/p><\/blockquote>\n<a name=\"4-improve-sla-compliance\" class=\"fldn-table-of-contents-anchor\"><\/a><h2 id=\"4-improve-sla-compliance\"><b>4. Improve SLA compliance\u00a0<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Field service is a people and parts business, and both need to be aligned to deliver on service-level agreements (SLAs). Service Express primarily has a four-hour SLA, so customers expect same-day service.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cTo hit our SLAs, we need to have parts immediately accessible. You have to make parts available, whether it&#8217;s utilizing forward stocking locations, onsite spares, or some other option. It&#8217;s critical to get the correct parts to those who are fixing the equipment.\u201d<\/span><\/p>\n<blockquote><p><i><span style=\"font-weight: 400;\"><strong>Key takeaway<\/strong>: Hitting tight SLAs requires having a good handle on your supply chain, as well as the labor to get the parts where they need to be.\u00a0<\/span><\/i><\/p><\/blockquote>\n<h3><\/h3>\n<h3><b>Want more insights into how to leverage on-demand talent? Learn about other <\/b><a href=\"https:\/\/discover.fieldnation.com\/success-stories\" target=\"_blank\" rel=\"noopener\"><b>companies that continue to find success<\/b><\/a><b> and deliver exceptional customer experiences by implementing an on-demand labor model.<\/b><\/h3>\n","protected":false},"excerpt":{"rendered":"<p>Service Express augmented its full-time workforce with an on-demand labor strategy, and continues to provide exceptional customer service.<\/p>\n","protected":false},"author":53,"featured_media":16716,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"xn-wppe-expiration":[],"xn-wppe-expiration-action":[],"xn-wppe-expiration-prefix":[],"footnotes":""},"content-group":[],"class_list":["post-16062","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","fldn_content_type-success-story"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin 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