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FEATURE SPOTLIGHT

Customer Readiness & Satisfaction Forms

Leverage customer feedback to drive CSAT
Complete more work orders on the first visit
Improve fieldwork processes

THE PROBLEM


Many organizations struggle to understand what is happening on a customer site until a technician is physically present. Without this visibility, there are often gaps in information that lead to wasted resources and time.
  • Site visibility
    Limited visibility into site preparedness is a continuous gamble. At best, it means guessing if a site is prepared for a service call. At worst, a technician could arrive to a site only to discover that it isn't ready for the work that needs to be completed. In this scenario, the sunk opportunity cost has real consequences. Time is lost, a return visit becomes necessary, and the technician's time could have been better spent on a different job.
  • Customer visibility
    Imagine a scenario where a customer who had a negative experience provides feedback for a completed job months after the fact. This stale data is too little too late. Due to their bad experience, the customer has already considered a competitive service offering and is on the cusp of changing service providers. This information should have been captured earlier, but the customer wasn't given an opportunity to voice their concerns or have them addressed.

OUR SOLUTION


Enter ProntoForms' web-based customer-facing forms. These forms provide clarity into a site before a technician arrives and track customer satisfaction after a tech departs.
  • Send a Site Readiness checklist to customers to confirm that a site is ready for servicing. ProntoForms will then automatically notify a service planner who can schedule the visit or send the technician to a different site. This increases first-time fix rates and empowers your organization to make informed decisions about where to send technicians.
  • Field service organizations can automatically send a Customer Satisfaction Form after a service call for feedback. The feedback is directly tied to specific work orders to track performance. Identify at-risk customers sooner when there is an opportunity to maintain customer loyalty and retention.
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"Our 640+ end-users are very pleased with the product and we've created many efficiencies that we did not have with paper audits. Completing audits is a very simple process using the app on your device. However, as an administrator, setting up the forms and understanding how to set up destinations has been the most challenging part of this process for myself. Thankfully, your tech support team has been very helpful in troubleshooting..."
TIM THOMPSON
PASSENGER SAFETY SERVICE OPERATIONS DIRECTOR
KONE
Rating: 4.5/5
220+ reviews
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