Benefits of Cloud-Based Workforce Solutions for CE and Appliance Retailers
Differentiation can be difficult in the consumer electronics (CE) and appliance industries because most vendors offer similar products at similar prices. In many cases, the delivery of exceptional customer service at every step of the transaction sets the best CE and appliance retailers apart from their competitors.
Superior service can be complicated for retailers that manage large fleets for delivery, installations and repairs, requiring them to manage internal employees and third-party contractors seamlessly. Keeping track of personnel in the field, organizing delivery routes and scheduling appointments — while simultaneously trying to improve the customer experience — requires real-time technology that lets retailers manage service jobs from start to finish on an integrated field management platform.
Improving Customer Service With Cloud Technology
In the age of same-day delivery, many retailers are turning to flexible workforces to stay nimble and competitive against the likes of Amazon.com, eBay and Google. Through cloud and mobile technology, these companies can bring their internal and external labor pools together to more efficiently manage service jobs such as deliveries, installations and repairs.
SaaS platforms have made it easier than ever for businesses to tap into contractor networks to expand their workforces. As a result, the old service models — 100 percent in-house labor or 100 percent third-party contractors — are dying out in favor of more agile, blended models that can quickly respond to changes in demand, reduce overhead and improve customer service.
The technology gives CE and appliance retailers an effective workforce management resource that optimizes the scheduling, dispatch and routing process, enabling retailers to devote fewer resources to logistics and focus more on better serving their customers.
When choosing a cloud-based solution, CE and appliance retailers should look for scalable platforms that promote operational efficiency and provide a handful of critical benefits and capabilities, including the following: