Introducing ServiceTracker Lite™

STLiteLogoTransparent

ServiceTracker is a complete end-to-end system that can manage your entire business from an initial quotation/risk assessments right through to an invoice with all the bells and whistles in-between. We appreciate that a full scale system such as this is not always an immediate requirement for some business starting off and it may be a daunting prospect when you first log in and see all the features of ServiceTracker all at once.

We have listened to your feedback and we have adapted ServiceTracker to give you “ServiceTracker Lite™

All of the standard features are still in the system (asset management, quotes, work-orders, invoices, portals, actions, client attachments, vehicles, GPS Mapping etc etc) but they are simply not visible right away and can be rolled our and configured as you scale up.

Here are some of the features of  ServiceTracker Lite™

The New ServiceTracker Lite™ App

ServiceTracker Lite App

You can select ServiceTracker Lite™ at any time using the app selector within ServiceTracker. Switch back and forth the full ServiceTracker system or restrict users to only ServiceTracker Lite™

Reduced Tab Bar

ServiceTracker Lite Tab Bar

Only the basic tabs are shown in ServiceTracker Lite™ and, as everything can be viewed from the Client screen, this is the only tab you will need to access your customers.  The ServiceTracker Calendar will allow you to drag and drop appointments and visits and reporting allows you access to critical information and dashboards

Reduced Home Page

 ServiceTracker Home Page

We have removed Task management, approvals, calendars, actions and many of the components that are visible from the home page to provide you with only the 3 most important metrics for your business which are completely customizable

Reduced Side Bar

ServiceTracker Lite Side Bar

The ServiceTracker Lite™ sidebar gives you access to Quick Create, Recent Items and, if activated, the Standard Salsforce.com email integration and calendar.

More focus on Quick Create

Quick Create    

The Create New button has been removed from ServiceTracker Lite™ and Quick Create has replaced all methods of data entry.  This means that you can now create your Client, Contract, Schedule, Visits in a matter of clicks and we take care of the duplication checking and validation.

Reduced Page Layouts

ServiceTracker Page Layout

The Client screen has been given the ServiceTracker Lite™ treatment and we have removed most of the related lists, fields and shortcuts, providing you with a reduced view and access to the ServiceTracker console directly from the record page. You can still access contracts, schedules, visits and mapping features using the compact view.

ServiceTracker Lite™ puts you in control of your customer records, technicians and visits and our new dynamic mobile solution provides you with the ability to scale back the questions and forms your technicians complete.

We also have a standard service report which can be used right away with no customisation keeping deployment time to a minimum.  Just upload your logo and you are away.

For more information on ServiceTracker Lite™ please contact us today

033 022 31022

10 Tools That Will Make Your Customers’ Lives Easier

Customer Portal

 

Many companies are offering their customers superior customer service through the use of engagement tools that encourage them to have greater interaction with their brand.  This is a smart strategy, considering consumer-to-consumer word of mouth generates more than twice the sales of paid advertising. By making services accessible to your customers, you’ll increase the likelihood that your customer will have a good experience and in-turn become a brand advocate.

Here are 10 useful customer service tools you can use to empower your customers and foster an environment for future success:

1. Forums

A forum is a specific type of online community that creates an opportunity for crowd-sourcing. Here, you can collect and respond to customer feedback. Popular forums will quickly grow in popularity and become a place where product experts who many not even work for your company can combine forces with your own customer service agents, creating a community that can chime in about a products or help to resolve issues in a much more timely matter. You get the benefit of seeing a lot of customer feedback, and you can see how customers react to the solutions that are provided in the community.

2. Social Media

Social media is an essential tool for businesses of any size. Maintaining a static social page is not enough. Nowadays an inactive social media profile is the online version of having an empty store. Create a social media presence and use it to engage with customers, connecting with them and responding to their problems or issues on a timely basis.

We know that customers who engage with companies via social media channels spend somewhere between 20% to 40% more with that company, so harness that opportunity to increase sales by maintaining good social practices.

3. Online chat

Offering an online chat option (like the one included in the ServiceTracker customer portal) is another way to foster a good online experience for your customers.  You can answer questions quicker, save conversations, share media and provide support 24/7

4. SMS

As an organisation, you want to be where the customer is so you may want to add a new communications channel into your customer support mix by offering SMS as an option. SMS texts can reach the customer immediately via their phone altering them of forthcoming visits, compliance issues, follow-ups and billing information.

5. Automated Email Alerts

Using Automated Email  alerts every-time a visit is completed, an inspection is non-compliant or there is an element of risk in any of the work carried out puts your customer directly in the driving seat and gives them real-time information on how their sites are performing.  Nowadays you could even go completely paperless (As some of our customers at ServiceTracker already have) and deliver your Service Reports directly to a mailbox within minutes of the visit completion.

6. Mobile

Consider offering a free mobile application for your connected customers (Just like the one ServiceTracker offers as part of the customer portal) to provide them with information on the move. Mobile apps can reach your customers in real-time and increase interaction with your brand, an important step when you consider that 4 in every 5 consumers use smartphones to shop and 50% of mobile users prefer to use a customer service app to resolve their issue before jumping on the phone.

Serving the customer through a mobile app, which is already optimised for mobile use, provides a quick and easy purchase and resolution experience. Another perk: Mobile apps keep your company or brand top-of-mind for your customer.

7. Action Management Systems

Action Management systems or help desk systems, such as the one offered through ServiceTracker, help your customer get a quick, accurate answer to their issue or call out request. Actions can track an issue from beginning to end and your customers can receive notifications as to the progress of their issues, so they know your organisation is being proactive. The new trend in this type of customer support is “predictive support”, which means a company can anticipate problems via software, and proactively work on fixing them.

8. Customer satisfaction surveys

Customer satisfaction surveys are important at various touch points, such as after a sale or after an issue is resolved. Allowing your customers to give feedback provides you with valuable information on how to build a better customer journey, and it can help instil trust in your brand. This trust is important to build, because it can cost five to 15 times more to acquire a new customer than gain repeat business from an existing one.

9. Customer portal

A customer portal is a dedicated internal system, usually within your website, that allows your customers access to personal data. Customers can view their purchase history, track visits, save favourite items, or get personalised assistance through their customer portal. Portals allow customers to personalise their experience, which encourages consistent interaction with your brand and repeat business. Customers that take the time to nurture their space on your online portal are making a valuable investment in your company by sharing and storing personal information.

10. Connected devices

Another way to enhance the customer journey is to offer connected devices (such as wearable technology) that can “talk” to one another. With the rise of the Internet of Things (IoT), more and more consumers are gravitating toward devices that can send data to other devices. More companies will continue to harness this trend to connect more intimately with consumers. Investigate this option when looking at ways to improve the experience for your customer.

Whether it’s as simple as providing online reviews or as complex as building an online community, you have the power to provide your customers with tools to empower them during their customer journey. The more tools you provide, the greater the chance that you’ll be building brand advocates along the way.

ServiceTracker offer many of these tools and services as standard through our ServiceTracker Operations Management software and we also are able to integrate with many companies to provide social media, SMS, Surveys, Forums and much more

Call us know to find out more 033 022 31022 

Run your business from your smart phone

Analytics Mobile

 

It feels like it happened overnight, but you really can run your business from your mobile with ServiceTracker. Using just your phone you are able to see all the key metrics for your business, all the quotations in your pipeline, how your service team are doing, what your customers are doing, the state of service, the wins, the renewals, the trouble areas and much more.

While the Cloud is fuelling faster innovation, the smartphone is the pioneer in our connected world. With more than 6B smartphones in 2020 The Mobile Revolution is giving all of us far more power than a computer in the mainframe age, right in the palm of our hand. This shift is changing the way society interacts and does business.

Source: 6B smartphones by 2020- http://www.fiercewireless.com/europe/story/report-smartphone-connections-reach-6b-2020/2014-09-12

Your customers are highly mobile and so should you be. Part of getting closer to your customer than ever before, is freeing up your business to take place wherever you are. The phone has more power than anything now and it should be 100% connected to your business, and more importantly your customers.

Using ServiceTracker and Salesforce.com, your customers can access customer portals directly on their mobile, log incidents and actions directly through the mobile, check their state of service, conformance level and view visit reports, next visits.  Your customers can interact with you anywhere, anytime.

Your technicians use ServiceTracker mobile to complete service visits, obtain signatures, take pictures of services,  order parts, create actions, print or send service reports, get access to the most up-to-date service information and stay in constant contact with the office

Your Sales teams use Salesforce1 mobile to update forecasts, enter new prospect information, gain access to the most recent sales documents, log calls, create quotations and send information directly to the the customer or prospect without even leaving the room

Management teams use mobile to check the state of service, run reports on individuals, get an overall picture of the business, view sales, view new contracts and gain access to every piece of information in the ServiceTracker system.

 

To find out how ServiceTracker can help you and your customers go mobile please contact us on 03302231022

Scalable Systems with ServiceTracker

ServiceTracker and Salesforce

For the last sixteen years Salesforce.com has been a cloud computing pioneer and evangelist. Their mission is to help the world shift from mainframe to client-server, to the Cloud. This shift to cloud computing has triggered more innovation in the form of a new Technology Model and New Business Model. ServiceTracker follow the exact same same principles with our cloud based Service application built on the Salesforce.com platform.

We have chosen to partner with Salesforce.com for the following reasons.

  • There is no hardware or software to buy, manage or maintain
  • A subscription model allows our customers to buy as need grows.
  • Automatic upgrades mean that our customer can stay focused on their business
  • Constant innovation allows us to deliver a future proof solution to our customers
  • Innovation is very very fast
  • Customisation is rapid and extremely scalable
  • Salesforce is the Most Trusted Enterprise Cloud for Security, Availability & Performance
  • Salesforce is the Worlds #1 CRM solution

The advantage of the Salesforce multi-tenant cloud is that it is the fastest way for your business to scale, the fastest way for you to innovate and it offers continuous improvement to security, availability and performance. No matter the size of your company, these benefits are all yours. This multi-tenant infrastructure becomes especially powerful when coupled with the Salesforce scalable metadata platform which allows you to completely customise your instance of ServiceTracker and have those customisations protected when we, or Salesforce upgrade our code.

Our success is directly dependent on the success of our customers and it is important that our customers can grow with us, as the value proposition increases. We at ServiceTracker have all the resources that customers need to succeed (people and technology) and our business model is built on 100% commitment to your success.

The ServiceTracker subscription pricing model exists so you can pay and go based on your own satisfaction. ServiceTracker have access to a global customer success team focused on the success of your systems in your company, and a broad ecosystem and community to help you get the most out of the system whatever your requirements.

We know technology is not enough, we have to be personally committed to your success, and that is what we do at ServiceTracker!

Call us now on 03302231022

Success with the ServiceTracker Customer Portal

 

Customer Portal

I’d like to take you on a journey to show you how you can connect with your customers in a whole new way, increase the size of your business, save money, win new contracts and exceed customer expectations all via the ServiceTracker Customer Portal.

A brief history….

Computers have evolved from connecting us through thousands of mainframes to billions of devices.  In this third wave of computing or the “Internet of Things”  we are connected to each other and devices like never before.

In the first wave of computing, companies used mainframes and terminals across thousands of computers. Then we moved to the second wave of computing — client server computing – where millions of PCs existed on networks.   But today, we’re entering into a third wave of computing, the most exciting wave of computing ever because everything is becoming connected.  It’s not just PCs, but it’s smartphones, tablets, products, sensors, watches – almost anything can be connected.   In fact, over 75 billion things will become connected by 2020,  and this has lead to Trillions of customer interactions.

What I love about my job is that the technology I develop and use is constantly changing and we are now in a world where everything is becoming more and more connected.  Many people call this the internet of things, but I look at it as simply an opportunity to connect with our customers and our customer’s customers in a whole new way; an “Internet of Customers”.

Some companies are pivoted to their competitors, some are pivoted to their shareholders, and others focus on their internal organisation, but ultimately, companies need to pivot back to the customer. To become customer obsessed, customer focused, customer driven, “Customer Company” you need a platform fit for the future!

ServiceTracker have worked with Salesforce.com for the past 6 years to bring you a leading end-to-end business and operations solution; incorporating Field Service Management, Contract Scheduling, electronic visit completion, GPS tracking, automated document sending, invoicing management and much much more.

In addition to this, using the world’s most trusted and innovative enterprise cloud, we can now take your customer connections to a whole new level using the Salesforce Customer Community Cloud

Now you can give your customers a personalised experience of your entire business through the ServiceTracker Customer portal, available on any device, anywhere in the world at anytime and provide them with real-time access to;

  • Your Standard Company Documentation (MSDS, Risk Assessment etc)
  • Visit Completion Reports
  • Recommendations and Action Plans
  • Quotations and Invoices
  • Dashboards and Reports for any data captured
  • Trending and analysis
  • Asset Management
  • Site Management
  • Automated Email Alerts
  • Online Payment Features
  • Review meetings and contract renewals

This reduces the time spent on customer information requests as it gives your customer access to information 24/7 whenever they need it.  Your customer’s audits are completed with ease and 100% compliant and further to this, your customer portal is a chance for you to provide a means of marketing to existing customers at every opportunity.

The great thing about working with Salesforce is that our portal is completely changeable to meet our customers needs quickly offering each and every customer a different experience and showing them only what they are interested in and more if they can imagine it.

We have already helped many of our customers to succeed using the ServiceTracker Customer Portal. If you would like to know more about our Service Solution or Customer portal please get in touch on 033 022 31022 or email to info@servicetracker.uk.com

 

Customer Success Story from Safeguard Pest Control, part of the Orkin group

Safeguard        Orkin

Tim Sheehan, Managing Director, Safeguard Pest Control

I thoroughly recommend ServiceTracker as the system of choice within the Pest Control industry. Once fully deployed, you will see a significant improvement in the way your business is managed. Here are some of the key reasons why:

  • Customers are kept informed at all times, are immediately aware of any issues on any of their sites and have full access to everything online
  • All staff have full visibility and control of work being carried out within each part of the business
  • Staff are happy -the system really works and is built for Pest Control
  • Surveyors know the status of all the quotes they are managing
  • Work carried out by the technicians get completed accurately on system and is available online immediately

Overall, we have seen a significant return on investment after bringing ServiceTracker into our business.

  • Staff productivity has increased by over 35% in all areas of the business
  • We are closing 25% more new business opportunities as they never get overlooked and are followed up straight away
  • Invoices are getting out the door quicker making it significantly easier to give customers proof of completed works and speeding up cash collection

Read the entire customer success story here

 

Changing your systems and processes

Change

Let’s Face it…

Changing your technology, the backbone of your business and the way that things have always been done can be quite scary for many people and for many reasons.  Most of the time an aversion to change goes hand in hand with a want to protect the years of habitual, drummed in processes that have, over time, become second nature and so familiar that to change anything would be absolutely catastrophic… Or so it would seem.  

These same people may have forgotten what it was like when they first started working for the company and the very big changes they went through, came out the other side of, that became part of their culture and ultimately they survived from.  

When you work with Change Management Principles and best practices these big scary changes become manageable, bite size challenges which anyone can overcome with support and guidance.

Here are some principles that ServiceTracker work with when implementing technology and processes aimed facilitate change to your business and people.

Change management principles

 

  1. Understand where you/the organisation is at the moment.
  2. Understand where you want to be, when, why, and what the measures will be for having got there.
  3. Plan development towards above No.2 in appropriate achievable measurable stages.
  4. At all times involve and agree support from people within system (system = environment, processes, culture, relationships, behaviours, etc., whether personal or organisational).
  5. Communicate, involve, enable and facilitate involvement from people, as early and openly and as fully as is possible.

Often you start by asking yourself “What would we do differently if we were just starting out?”  Grasp this and you have covered items  1,2 and 3 from the principles checklist and you are then on your way to planning and communicating your change effectively with the team.

From then on it is a case of managing the change and helping people through it. This is made simpler using the following 8 steps taken from John Kotter’s eight step model of successful change.

‘Eight steps to successful change’

 

  1. Increase urgency – inspire people to move, make objectives real and relevant.
  2. Build the guiding team – get the right people in place with the right emotional commitment, and the right mix of skills and levels.
  3. Get the vision right – get the team to establish a simple vision and strategy, focus on emotional and creative aspects necessary to drive service and efficiency.
  4. Communicate for buy-in – Involve as many people as possible, communicate the essentials, simply, and to appeal and respond to people’s needs. De-clutter communications – make technology work for you rather than against.
  5. Empower action – Remove obstacles, enable constructive feedback and lots of support from leaders – reward and recognise progress and achievements.
  6. Create short-term wins – Set aims that are easy to achieve – in bite-size chunks. Manageable numbers of initiatives. Finish current stages before starting new ones.
  7. Don’t let up – Foster and encourage determination and persistence – ongoing change – encourage ongoing progress reporting – highlight achieved and future milestones.
  8. Make change stick – Reinforce the value of successful change via recruitment, promotion, new change leaders. Weave change into culture.

Kotter’s eight step model is explained more fully on his website www.kotterinternational.com if you would like to read more.

If you would like to know more about how ServiceTracker work with you on all aspects of our technology deployment and change management please contact us on 033 02231022 or email to info@servicetracker.uk.com

References

http://www.businessballs.com/changemanagement.htm

http://www.businessballs.com/organizationalchange.htm

 

Over 1000 Plugins Available for ServiceTracker with Salesforce.com

AppExchange-overview-image-1

 

ServiceTracker is a Service Management & Operations application built on the force.com platform and directly integrated with the Worlds #1 CRM Solution, Salesforce.com.

When you purchase a ServiceTracker Licence not only do you get access to some of the amazing features of Salesforce.com, you also have literally thousands of plugins at your fingertips, ready to use in an instant from some of the biggest software providers in the world.

The Salesforce AppExchange is the world’s leading business app marketplace. AppExchange apps are customised for Salesforce and extend the system to every department and every industry under the sun. It’s a proven ecosystem of apps, with millions of installs and thousands of customer reviews to help you find the best match for your business.

AppExchange apps eliminate risk and save time by helping you find the best tools that integrate with ServiceTracker and increase your team’s productivity and company’s growth.

And it really is this simple…

 

  1. Visit the AppExchange. Search and find apps.
  2. Click “Get It Now” to install and add the app to ServiceTracker.
  3. Configure the app in ServiceTracker.

To get the benefits of using 1st class systems and plugins that transform your business and keep everything in one place, contact us now on 03302231022 or send an email to info@servicetracker.uk.com

Best practices when moving your operations data to a new home

One of the most important and, very often, labour intensive tasks when moving operational systems is your data migration.  This is usually due to the sheer volume of data being moved between systems and also the cleanup of the data prior to importing it.  Most business do not realise the amount of data they already have and where to find it so if you know where all of your data is kept and can access it easily then that is a great head start on the process.

ServiceTracker has managed many successful data migrations over the years with varying obstacles and difficulties overcome with each migration.  No two migrations are ever the same and if the process is not structured properly then there can be things that come back to bite you later on down the line.

Here are a few helpful tips to get you started on your data migration journey…

1. Identify the data you want to migrate

Choose which information you wish to migrate and identify the sources of this information. Information could be held in various systems, filing cabinets, email, various computers throughout the office or, as we have experienced, even in the boot of your car!  The first step in migrating your data is to take stock and decide which information you are going to use and the information you are going to archive if you should ever need to access it in the future

For example, current customer’s Contact information, Contractual information, scheduling, last known visit information, documents etc should all make it on to the moving list however customer’s that have not traded with you in perhaps 10 years may want to be archived?

However you undertake this task, at the end of it you should have a clear understanding of your data and the volume you will be transferring over to your new system.

2. Scrub the data

One of the most common mistakes when importing data into a new system is to simply dump it all in and try to clean it up later.  This does not go down well with users of the system and often the cleanup never takes place.  Moving to a new system means a fresh start and involves some form of cleanup operation to ensure there are no duplications, addresses of your customers are correct, telephone numbers are entered etc.  You have the ability to see where key information has been missed and go back over it to import clean and concise data..

3. Decide what is important to you

At this point you have identified missing information and it is time to rectify mistakes.  You can see any information that has not been entered correctly into your previous system and decide early on what is very important to you. For example, you may be looking at a long list of customers with no email address.  You can decided that in future no records can be created without an email address.  Write these requirements down ready for the migration and also for the first step in customising your system

4. Choose a method for importing your data

This task is generally managed by a consultant or your IT department however it is worth noting the available tools on the market for data import as it will help you understand the process, how long it should take and the costs incurred.  Some systems  have built in tools to import data whilst others rely on third party software to manage the data transfer.  There are many ways to move the data back and forth and it is important to note any limitations along the way such as the number of records that can be imported, the length of data etc.  

5. Create templates for your data

Once you have decided on the method of importing your data you will, in many cases, have to create a data import  template.  MS Excel is a good tool to start with as you can export records as CSVs, a widely used format for most data imports. The best way to create a template is to perform a data export from your new system using reporting tools or any data migration tools.  This will provide you with the field names, structure and example data to use when mapping your data into the new system

Identify the required fields for each table (mark these in red on your spreadsheet for easy viewing) and also identify relationships between the data (for example a contact may need to relate to a business before it is imported). These relationships dictate the order of data migration. For example, you should load the Business record first, then the contacts, then the Contractual data.

6. Test your templates

Review the data in your templates to make sure you have captured everything you need before populating the system with a small number of records. For example: Load one record, check the results, then load all records if you are successful.  This will save you time having to re-do the template if any data fails to import.

7. Migrate the data

Ensure that the data mapping is correct and you have the correct tables and fields in the system to match your data set. Your consultant or IT specialist will usually be able to create missing fields in the system to store legacy ID information to help maintain relationships and help you build custom reports for validation later on..

8. Validate the data

Use these techniques to validate your migration:

  • Create reports that validate record counts and provide an overall snapshot of migration.
  • Spot check the data.
  • Review exception reports to see what data was not migrated.​

 

With all of these steps mastered you are on your way to a very successful data migration but remember the most important rule of all; Always keep a backup just in case there are any problems post migration that need to be rectified or you need to refer back to your data in future.

If you would like to know more about how ServiceTracker have completed many successful data migrations or how our products streamline the migration process then please get in touch on 033 022 31022 or email us at info@servicetracker.uk.com

 

People, Process, Technology (PPT) Three Elements for Successful business Transformation

PPT

When engaging with new or prospective clients, ServiceTracker has seen a huge focus on Technology alone when it comes to improving business performance and operations. Often the thought is “throw technology at it and things will get better” however in our experience this approach never works without a balanced focus if not more attention to both People and Process and subsequently “buy in” at all levels.

Ignoring the people aspect of any change initiative means that you do not get buy in to your shiny new system and almost all of the technology benefits are lost. Forgetting about process means the business is no longer aligned to your new technology and very quickly cracks will appear throughout the company and faith is lost.

Studies have shown that a large majority of business technology deployment efforts do not achieve their objectives and are not able to sustain themselves over the long term without following the PPT approach.

.Here is how ServiceTracker deals with this challenge.

People

  • We quickly identify stakeholders, champions, and potential opposition
  • We ensure continued stakeholder management, flexibility, and adaptability to changing needs
  • We adopt a constant improvement approach to ensure all stakeholders have bought into the change and feel a part of the journey

Processes

  • We embed ourselves into your business building up a partnership to identify challenges and solutions.  We are your in-house business system resource.
  • We gain an understanding of your business goals and objectives and make it our priority to be part of your culture
  • We create both short term and long term goals uniquely tailored to you. Whilst most of the journey has already been made and our systems are ready to go it is very important to understand that every customer is different.
  • We align your processes with technology to ensure all aspects of the business are covered and visually available to all stakeholders.
  • We streamline and validate the collection and data at all stages

Technology

  • Our technology strategy engages with your people and processes to support your goals
  • We continuously evaluate and improve our technology to meet new objectives and scale with your business as you grow
  • We clearly define the objectives laid out by the stakeholders
  • We define the benefits of our technology to our customers in quantifiable terms
  • We have countless metrics and systems of measurement at our disposal to monitor success and ROI
  • We assess your current technology environment to determine the best strategy of deployment

If you would like to know more about the ServiceTracker PPT approach or how you could benefit from using ServiceTracker and our many business services please get in touch now.

Call 033 022 31022 or email at info@servicetracker.uk.com

www.servicetracker.uk.com