Service companies play a huge role in people’s lives. Across this industry–whether real estate, transportation, utilities, and more–they are called upon to help maintain homes and vehicles, to answer technical calls, provide education and certification and to make everyday tasks more convenient.
Business leaders in companies that deliver consumer services are quickly realizing that mobile apps can empower their organizations to maximize resources, provide critical training, and deliver goods and services via mobile devices that are now ubiquitous among customers and employees. Because their operations are complex, mobile-worker intensive, and require up to date information in order to meet customer expectations, it’s imperative that companies choose the right solution for building, delivering and maintaining mobile apps to customers and employees.
Giving Customers and Employees Mobile Access
Every successful company in the service industry knows that customer satisfaction is number one. Today’s customers expect access, convenience, ease and intuitive transactions. Customers who can find answers, schedule appointments, retrieve information, experience a smooth and successful service call–all thanks to an app–will return the next time they need a service.
Companies like Sotheby’s International Realty, Vivint and Angie’s List have created highly successful apps using Experience Manager Mobile that solve challenging business problems and also attract and maintain their clientele. Let’s take a look:
Sotheby’s International Realty turned to a mobile app to help keep more than 15,000 sales associates in 47 countries up to speed on real estate offerings around the world. Instead of printed materials being distributed to 660 offices, the Sotheby’s app puts up-to-date information at associate fingertips, saving the company over one million dollars a year. Videos, photography, and the most recent listing information is always available – no matter what the location of the client or their desired new property. That kind of access leaves an impression.
Angie’s List is one of the most well known customer-centric service organizations in the United States. In the last 20 years, the organization has developed and maintained trust through their platform of connecting the best local service providers with consumers. Through the launch of their customized mobile apps, their three million members enjoy an award-winning digital magazine, published weekly, and tuned in to their region. Twenty-seven percent of Angie’s List Weekly readers click-through to the website or task-based app and leads them to pre-packaged offers. This cycle contributes to the $15 billion in transactions Angie’s List does each year.
Vivint, a leading smart home technology provider, offers home security, energy management, home automation, and high-speed Internet solutions to more than 850,000 customers. Because they rely on 750 field service professionals to help sell products and install them in customers’ homes, Vivint created a dynamic mobile app that brings consistency, scale, and flexibility to their training model, while saving them them a significant amount of time and money. Each technician completes various modules, takes assessments and quizzes, goes through step-by-step tutorials, and completes troubleshooting exercises. Technicians now have access to the most current content available, are highly engaged, and are trained consistently across all regions.
Learn more about other services companies using Experience Manager Mobile, including PADI who is delivering scuba training to its members through their mobile app and ExxonMobile who is using a mobile app to recruit new employees.
Capitalizing on Data
Data can show a company if their content is getting attention, help them test messages, and know their audience better. It can also show bottlenecks, where audiences lose interest and if experience is missing the mark.
Knowing demographics and utilizing geo-location services to offer promotions helps customers see what is relevant to them and increases click-throughs. Push-notifications can alert a customers about a special on a service they searched online the day before and can also notify a service technician that there is new training content available.
Service companies thrive on social clout – today’s word-of-mouth advertising. Apps can make it easy for happy customers to share their great experiences with just a push of a button connected to a social media network. On the other hand, customers who need support can get it with just a simple click to call or message a representative.
Apps represent a lot of potential value for service companies. Supporting representatives, engaging with customers, and maintaining connection for future transactions all stem from an engaging app. Knowing what customers want and employees need and giving them seamless access is today’s mark of truly exceptional service—be sure to check out these app examples for even more inspiration on what is possible for companies in the services industry.
Read the Experience Manager Mobile solutions brief for the services industry.
Learn more about the new Adobe Experience Manager Mobile.