I will write a few stories – based on personal and professional experience- where I see how fraudulent practices impact the companies providing services and/ or the consumer.
All cases are real and from my first hand experience. Today is the first, the case of the air-purifier field service management.
A few days back we wanted our room air purifiers serviced. It is one of the most well known white goods companies. We called their call center, a service ticket was logged and the technician was assigned to our case.
He landed up at about the appointed hour, did a thorough job with both ( we have two) and then asked for payment.
I paid in cash- he charged me for 2 services, got me to sign off on the “FSR” – which also doubled up as the receipt, and when he was tearing off the top page I saw what was odd.
Except for my signature and date, there was no other impression on the “self-carbon” copy- meant for submission back at his office.
See the possibilities.
He can fudge my rating; in this case, there was no need to, because I had rated him well; but, it is always a possibility.
He can misreport the time of arrival and departure.
He can claim that he serviced only one air purifier rather than 2. And pocket the charges of 1 service.
He can claim that he used some consumables- non-chargeable to the consumer, but obviously costing his company something.
Prevalent but preventable
Now, shameless plug for Saleswah Service CRM- field service management software.
If this company was using Saleswah CRM mobile enabled field service management software, this would not have happened.
- I would sign on the mobile screen, after I rate him- also on the phone. So, no chance of a fudged rating. Oh, and if your company policy demands that he takes a picture of the client, or the equipment, he can- and the pictures will be sent along with location tags, address etc to your database.
- The mobile app will record the start and end time and location of the service call/ visit. And the location.
- The receipt can be generated right from the app; configured by the type and quantity of the service availed. No more revenue loss for the company.
- You can specify in your service policy that all spares or consumables being used must be entered in the mobile app and and have that implemented/ enforced.
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