In the last blog, we talked about what Call Smart is and how easy it is to customize. In this blog, we will walk through the preauthorization and marketing portion of a typical service call using Call Smart.
The first screen the service technician will utilize is a preauthorization screen. Using this screen, the service tech will ask for the customer’s permission to conduct a diagnostic check on the equipment, while letting them know they will be charged a diagnostic fee for this service. Both the verbiage and the screen are customizable, and can be turned off if so desired. Following the preauthorization comes a marketing questions screen. Companies often ask their technicians to gather this information, but the information garnered is typically nonexistent or insufficient. The reason companies want this information is so that they can better target solutions for their customers. These questions can be customized and this screen encourages your technician to gather the information that you want. For example, you can ask questions about areas that are too hot or cold, whether the customer feels their energy bills are too high etc. This information allows for subsequent messages which are highly targeted to your consumers. If a home has multiple or unique components, the next screen allows you to set up a service history by each system or component. Once the tech clicks on the icon for the type of unit, (furnace, condensing unit etc.) a screen comes up that allows them to input specific information pertinent to that unit. For example, they can input information such as unit location, make, model/serial number, capacity, age, physical condition, type of refrigerant used and so on. If that information already exists, the tech can simply bypass that screen.
What comes next is the fastest and easiest flat rate lookup in the industry! In the next blog, we will talk specifically about the flat rate lookup screen and show you exactly why we say this. In the meantime, look through your service tickets over the past six months and see how many of them reveal marketing information that allow you to target specific products and services to individual customers. I’ll bet you will find you are missing opportunities to more precisely assist your customers, thereby helping to distance yourself from those companies who market themselves strictly on price.