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Datawright Blog: Latest Industry Insights

Communication In Manufacturing

Posted by Dave Cann

Communication - blog header.png

Let’s talk: communication in manufacturing

As you’ll already know, manufacturing is all about supply and demand. Unfortunately, the systems we have in place often make this process significantly more complex. From managing a lengthy supply chain to monitoring the key production processes, many steps are involved in manufacturing — and visibility and awareness of each is key.

Of course, a lot of this comes down to communication. It’s of vital importance to all businesses, but especially to manufacturers when each individual step of the process depends on the last and is crucial to the next.

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Catagories: Manufacturing Business, Customer Service


What the future of field service customer service should look like

Posted by Dave Cann

What the future of field service customer service should look like

As consumers, we have all seen how advances in technology have enormously changed our expectations of customer service. The bar is high—and we are collectively pushing it higher, demanding best-in-class Amazon-style excellence from all the organisations with which we interact.

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Catagories: Field Service Business, Customer Service, Field Service Trends


What did you miss at this year’s KCS/ Datawright Customer Conference?

Posted by Nicola Mullen

Datawright Customer Conference

The 2016 KCS/ Datawright Customer Conference, held on the 8 - 9 June 2016, was rich and diverse in content, coupled with topic-specific break-out sessions. It marked the KCS Group’s 40th anniversary since formation. Conference presentations reviewed new software and service developments; reviewing hot topics in the ever-changing business solutions arena.

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Catagories: Customer Service


To get more from your ERP system, join your ERP user group

Posted by Barry Thompson

To get more from your ERP system join your ERP user group

There are two inevitable facts about ERP systems. First, by their very nature, they can be complex. And typically, too, they contain many more features than the average business tends to use—although that isn’t to say that they wouldn’t use them, if they understood more about them.

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Catagories: Customer Service, ERP


5 things your field service competitors can teach you about customer service

Posted by Nicola Mullen

5 things your field service competitors can teach you about customer service

What constitutes excellence in field service? Not what you might imagine, in short. Field service profitability? No. High levels of serviced asset uptime? No. Low cost of field service delivery? Again, no. In fact, as a recent report from analyst firm Aberdeen Group makes clear, it’s field service customer service.

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Catagories: First-time Fix Rates, Field Service Business, Customer Service, Field Service Trends


What are your customers really saying about you?

Posted by Nicola Mullen

What are your customers really saying about you

What do your customers say about you? Really say, when you aren’t in the room? And perhaps, just as importantly, what do they say about your direct competitors? Social listening can provide the answers.

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Catagories: Manufacturing Business, Field Service Business, Customer Service


3 ways to use customer surveys to boost field service customer satisfaction

Posted by Ian Storer

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Field service customer satisfaction matters. If your field service customer satisfaction is poor, customers will vote with their wallets, and go elsewhere. And if your field service customer satisfaction is excellent - well, you’ll attract new customers, instead. So in terms of a metric to watch, it’s fairly fundamental.

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Catagories: Field Service Business, Customer Service


First-time fix rates help to drive customer satisfaction

Posted by Barry Thompson

First-time fix rates help to drive customer satisfaction

It’s an obvious core strategy to ensure that your customers are as happy as can be with both the service you offer, and, the products you deliver. You and your workforce know this, and will be targeted to ensure that the perception of the company is held in high regard.

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Catagories: First-time Fix Rates, Field Service Business, Customer Service


5 golden rules for building excellent customer relationships in field service management

Posted by Dave Cann

5 golden rules for building customer relationships in field service

The word ‘stress’ is one that field service management businesses don’t use very often. Nevertheless, it’s a factor in just about all of their customer relationships. How so? Because at the point that a field service engineer arrives on site, stress is something that those customers are often experiencing. The good news: service management software can help.

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Catagories: Field Service Business, CRM, Customer Service