Regardless of the Industry you are in, the fundamental goal is to satisfy the customer. When customers are given the idea that they are more in control, it makes them feel supreme. FSM solutions have access to a database particularly focused on its customers with their information from name to their bank details and payment issues. You can learn from these data & past work orders, how to consistently & effectively improve your customer service & satisfaction.
There’s a lot a Customer can/ will / should do:
– create service requests and work orders;
– view the status of work orders
– track appointment windows and expected delivery times;
– view details of their own installed base and entitlements; and
– access information including: documentation, knowledge bases, enterprise social resources, and service history.