Closed-loop Service Delivery
Servicetrac offers a closed-loop experience. Why is this important? Many solutions available today are great task management tools. You can log, track and close a task to completion. One might argue that if they didn’t do this they wouldn’t really have any value. Unfortunately, this is also where many stop and fail to offer increased value or functionality you might otherwise find useful.
Unlike solutions originally designed for the engineering space, Servicetrac was born from soft services and grew into the task management space. It originated with auditing and developed as a consequence of automating behaviour when an audit failed, or parts of an audit failed.
Being aware what is going wrong is critical, especially when a client is reviewing performance in detail with you. Often, a failure can be objectively measured i.e. ‘that is not working’ or ‘that is missing’, which is where almost all solutions can be of assistance to you. You should not need a client to tell you these two things. Servicetrac helps in the less obvious, more subjective analysis of your service. It helps in the areas of the audit where opinion is sought and standards are a little ambiguous.
Keeping in mind its CRM pedigree, it is important to remember that when auditing with Servicetrac, combined with the helpdesk, you can drive genuine customer engagement, exceed expectations and discuss more than the jobs that took place during the last period.