Make Field Service Communication easy

The modern customer expects greater visibility of their job progress and when to expect your Field Service team to arrive. However, delivering a service at that level of effectiveness can be a challenge unless you use Field Service Management Software with Automated Customer Communication.

What are Automated Customer Communications?

Automated Customer Communications are a game changing feature found in some Field Service Management Software. 

Field Service businesses who use Klipboard to manage their jobs, use them regularly as it provides an easy way of ensuring their clients are kept in the loop. They are able to do this without the endless emails and phone calls they would have had to manage previously.

Automated Customer Communications through Field Service Management Software like Klipboard are delivered through SMS or Emails written in the software and automatically sent out when triggered to do so.

The benefits of using Automated Customer Communications?

Keeping your customers informed is very time consuming. It’s also very frustrating for your customer when they aren’t sure what the status is on their jobs.

• Has the job been booked?
• Has an engineer been dispatched?
• Is the job finished?
• Are some of their assets due a service?

No missed jobs

The worst case scenario for many customers is not being able to meet code or compliance on their assets or equipment because a service has been missed. That can happen without a solid system in place to remind the Field Service business and the client that an asset is due a service.

Automatic notifications are expected

Informing a customer of the progress of jobs or the need to book a job is the minimum expectation for a lot of customers. Today’s customer uses a range of software, apps and service providers many of which offer greater clarity of their service by using automated customer communications.

Ease of use

For something that’s automated and very impressive for your customer, these communications are surprisingly easy to set up. They give a more professional impression of your business without the need to knowledge in coding or recruiting specialist roles within your business.

Hands free

One of the best features of using this type of communication is the fact it’s hands free. Once set up, which is easy to do on Klipboard, you’re able to carry on booking and completing jobs while your job management software system automatically schedules and sends communications to your clients.

How do you set up Automated Customer Communications?

We’ve made it really simple to set up automated customer communications in Klipboard.

Asset service reminders can be set up easily by defining the number of weeks you want to set before the asset reminder is automatically sent. This can be set per customer asset and assets can even have more than one schedule if required.

All you have to do is simply write the message you wish to set and you can tailor this email or SMS to your specific needs. You clients will receive the email promoting them to call or email you to schedule their next job.

Once you’ve decided your message and activated the Scheduled Job Reminder Klipboard does the rest. In the example above you can see this SMS automated message is informing the customer that a particular team member, who is named in the message, is en route and expected to arrive shortly. The message also includes a contact number should the customer need to call.

This is a great way of making sure the customer knows who will arrive. Perhaps it’s a secure site and the security team there need to create an access pass this will save time on the job.

It’s also possible that the situation might change regarding the availability of the customer and this notification might prompt them to re-schedule the appointment. That will certainly save a wasted journey and your team can be booked on a different job.

What can you use Automated Customer Communications for?

A lot of Klipboard customers use Automated Customer Communications to set up asset service reminder schedules for their own teams. Many others use them to send to their clients when a job has been booked or remind them about upcoming jobs. 

You can also use SMS or Email communications to let your customer know when your field team member is en-route.

Keeping your client informed with what’s happening when they book a job is really important. The modern customer expects to have total visibility of their jobs and what’s happening with their equipment.

Klipboard gives you a chance to provide an automated ‘Uber-like’ experience. Leave the admin to us while you concentrate on booking and completing the jobs.

Similar to booking a taxi or a meal to be delivered, you’re able to clearly see what’s happening and when you should expect that service to arrive.

This is the future of field service and you can get this today with Klipboard.

Using Automated Customer Communications to collect feedback

Another useful feature of these communications is the ability to send follow up ‘Thank you’ messages to your customer after a completed job and include a link encouraging them to leave you a review or recommendation for sites such as Google Reviews, Trust Pilot or any others you use.

Some Klipboard customers use this opportunity to send their customers links to satisfaction surveys they host online.

This is a great way of ensuring the standards of your business are held high while also giving you an opportunity to secure new business through recommendations.

To set this up you simply go to your email settings for communications and under the Gather Feedback or Reviews option, enter the web address of the review site or survey. Once a job is complete that link will be included in the follow up.

To find out more on the benefits of using this feature and why you should try and secure more Google reviews for your business we’ve put together this quick guide. Learn more.

How to edit your communications on Klipboard

Should you need to change the details of your communications you simply click on the settings icon in the top right hand corner and select ‘Communications’ from the drop down.   

From here you can edit your Email and SMS messages for:

• Job Notifications
• Follow up Emails
• Calendar Invites
• Invoices
• Quotes
• Purchase Orders
• Completed Jobs
• Asset Service Records
• Asset Service Reminders (by Asset)
• Asset Service Reminders (by multiple Assets)
• Feedback or Review links

You have full control of the messages you wish to send and these can be easily personalised for each type of message. Details such as Company name, Team Member and phone numbers for example are automatically populated.

You can make Field Service Communication easy with Klipboard

Keeping your customer informed on their job progress, when a field team member is en-route and gathering feedback can be challenging and time consuming.

Klipboard can simplify and automate the process for your.

Start and FREE Trial and see for yourself.