Mobile communication the way forward for contractors

Emergency repair requirements are, by their very nature, extremely stressful. Long gone are the days when individuals could rely on a trusted pool of local plumbers, electricians and builders to undertake repairs - especially those funded by insurance claims.

But why, as is most often the case, are insurance companies prepared simply to hand over a customer call to a third party with no accountability, especially when a bad customer experience could result in customer loss and brand damage?

The fact that an engineer turns up within the appointment window is no guarantee of a good customer experience - especially if the customer had no indication of just who was going to turn up and when. In fact, even a job that caused problems, was delayed and demanded additional work could deliver a good customer experience if the customer was kept informed of all problems and potential delays in a timely and proactive manner.

So why not use mobile communication to keep customers informed - from the instant the emergency call is placed, right through to the repairs being completed and insurance claims processed?

Should problems arise, the contractors themselves could then text the customer with the new expected arrival time. Such a small, low-cost action could transform the customer experience.

Undoubtedly the building services industry has worked incredibly hard over recent years to try and dispel the 'cowboy builder' image, so why is low-cost mobile technology not a prerequisite for all building services contractors?

Martin Taylor

Managing director, Impact Applications.