Going Beyond the Break-Fix Model: The Power of Preventative Maintenance and Technology

This article is the fifth in a series highlighting the 7 ways field service operations can increase customer satisfaction. Be sure to check out the first four articles on Enhancing Communication, Field Service Feedback, Field Service Mobility, and Field Service Training.

You’ve probably heard the old adage ‘if it ain’t broke, don’t fix it’. While this philosophy served past generations, it no longer applies to our fast-paced and technology-driven world.

Waiting until assets break no longer meets the growing needs and expectations of customers. Preventing breaks from occurring in the first place is now the new normal.

Service-based businesses must go beyond the outdated break-fix model to offer customers modern, technology-powered preventative maintenance service offerings.  Doing so not only extends the life of assets, but also ensures customer satisfaction, creates upselling opportunities, and allows remote and proactive monitoring of asset health.

Read on to learn how to use technology to offer preventative maintenance services to your customers.

The Need for Preventative Maintenance

In the break-fix model, service technicians are only called when an asset breaks or malfunctions. This approach often results in longer downtimes, increased costs, and customer frustration. Scheduling regular preventative maintenance ensures assets continue to function without a hitch.

Regular maintenance also extends the life of assets, which reduces replacement costs and gives customers peace of mind. Additionally, maintained equipment tends to operate more efficiently and more safely, thus reducing the risk of safety hazards in the home and workplace.

Not only does this proactive approach keep assets in good condition, but it also allows service technicians to identify potential problems before they escalate into major issues. This can potentially keep warranties up-to-date, which certainly adds to customer satisfaction.

When their assets are routinely maintained, customers feel assured their investments are in good hands, which contributes to their overall satisfaction and loyalty to your business.

Preventative Maintenance Agreements

Incorporating preventative maintenance agreements into your service contracts can further boost customer confidence in your business. These agreements serve as a form of insurance for customers, ensuring that their assets are regularly serviced and cared for.

Preventative maintenance agreements can also help with your bottom line, since you aren’t just waiting for service calls when something breaks. Offering ongoing maintenance reduces your risk of business interruptions when things slow down.

Upselling Opportunities and Customer Awareness

Preventative maintenance visits are excellent opportunities to upsell new products and services to your customers. During these visits, technicians can inform customers about other services your company offers that they may not know about, but are interested in.

For example, a pest control company could inform their customers about their new termite control service. This not only provides an upsell opportunity, but also helps customers understand the range of services you offer, and solves a problem they didn’t know they had.

Remote Asset Monitoring: The Role of IoT

As technology advances, the number of devices connected to the internet continues to grow. The Internet of Things (IoT) has opened up new opportunities for businesses, especially as more service-based assets are connected to the internet.

IoT now enables businesses to proactively maintain assets from afar. Assets connected to the internet can send you and your customers real-time data on various parameters like temperature, pressure, and voltage, enabling you to monitor asset health remotely.

Consider the example of doorbell cameras. When the battery gets low, the device sends a notification to your phone. This same concept can be applied in more complex ways to other assets, generating what we call IoT alerts.

If a parameter on an HVAC system crosses a preset threshold, the system can automatically generate a report and notify a technician. This proactive approach ensures that you’re not waiting for something to break, but instead, you’re taking steps to prevent breakdowns before they happen.

Embrace the Future with Preventative Maintenance

Going beyond the break-fix model and embracing technology-driven preventative maintenance solutions, like Dynamics 365 for Field Service, is the key to ensuring customer satisfaction, increasing upsell opportunities, and conducting efficient asset management.

By adopting this forward-thinking approach, companies can stay ahead in the competitive field service industry, deliver top-notch service, and create lasting customer relationships.

If you’re ready to take your service-based business to the next level with technology, reach out to one of Velosio’s Field Service experts today.