Prevalent frauds in field service management -1

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.

  1. 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.
  2. The mobile app will record the start and end time and location of the service call/ visit. And the location.
  3. 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.
  4. 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.

Sign up for a no obligations, unlimited, free trial.

Service CRM helps nurture installed base for growing your revenue and awesome customer satisfaction

Why Service CRM

Most people agree that is takes 5 to ten times as much to acquire a new customer than to keep an existing one happy. So, it’s natural to want to nurture the installed base – folks who have purchased from you in the past.

As a CRM strategy, nurturing the installed base takes different paths.

Most models focus on logging events and interactions – meetings, proposals, quotations, orders (won/ lost). Then you have history and you can create your own interaction plan. Even have the system trigger you for pre-determined actions.

The other approach is to approach it from a service CRM mindset. Keep proper track of what you have sold, attend service calls, make him happy that he ever bought from you.

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And, yes: you can generate revenue from service as well. Have the service CRM help in reminding you to send quotations for contract renewals. Send out spares quotes.

These approaches need not be “either-or”. You can do both.

You can’t do service if you don’t have sales- but, service is just another way of selling. Service CRM is not just a product – it is the way you think.

Sign up now and experience Saleswah CRM. It’s not just sales. 

Field service case study of heavy engineering equipment

service crmSaleswah CRM is being used for field maintenance of about 35000 Diesel Generator Sets by a customer. Many of these DG sets are located in remote parts of India. They are installed in Telecom Towers for providing backup power.

A service team of about 30 managers oversee 90 service dealers who employ about 700 service technicians. The service technicians attend to field visits- for repair and preventive maintenance. They are kept supplied with spares. The service is provided under stringent SLA conditions.

See this for more details of the implementation.

The field technicians use the Saleswah CRM mobile app- for service  to update the status of the ticket from the field. The service dealers and the managers use the mobile app to stay updated on the open tickets status. They also use the web based application for more involved tasks such as approvals, audits, billing, certification and so on.

After couple of years of use, the customer shared their feedback on what their strategic and operational objectives were and how close they have come to meeting them. We put their feedback in the slide deck that follows.

Have a look at the field service case study.

[slideshare id=87521886&doc=servicecrmprsentationcasestudy-180208134101]