Customer Management

Fieldforce has developed industry-leading end-to-end customer management processes. This means we're able to deliver programs from small pilot schemes to large, national campaigns with a state-of-the-art call centre, easily customisable scheduling software and comprehensive reporting capabilities.

Fieldforce can sell, service and install products, collect payment and manage debt. Our comprehensive customer management solutions can also be broken down to modular components, and our services can be white-labelled for delivery under the client's brand if desired.

We're committed to providing exemplary customer service across all our operations

Our 24/7 call centre has both inbound and outbound divisions using highly trained staff to handle lead generation and customer queries. We offer advanced reporting features too, such as geo-tagging of incoming calls to help clients determine the effectiveness of their marketing activities. Our call centre's impressive track record of results is confirmed by its performance in the regular audits it receives from major clients.

In addition to our advanced call centre capabilities, Fieldforce clients benefit from our unique internal software – a comprehensive back-end solution offering scheduling, forecasting, invoicing and reporting features. This system can be tailored to interface with client systems, delivering access to data faster, at a lower cost, and with increased accuracy.

Of course, Fieldforce is committed to providing exemplary customer service across all our operations (see our Customer Charter). This commitment has seen us entrusted with the sensitive task of delivering thousands of hardship assessments on behalf of energy companies over recent years – our staff have matched a strong compliance focus with a sense of compassion to ensure that the programs have been a great success.

Lastly, for that extra peace of mind, all Fieldforce subcontractors are police checked and we ensure all are suitably qualified for their role in whatever programs we undertake.

Marketing

Working in partnership with our clients, we can develop marketing campaigns including print, point-of-sale, and telesales for lead generation. Our vast experience means we know what works and what doesn't, helping you to maximise the ROI from your marketing dollar.

Customer Service

We pride ourselves on our commitment to customer service. Whether that's our field team or our highly-trained call centre staff (our inbound operation has one of the best staff retention rates in the industry), we put the customer's needs first. It's all about ensuring that our client's reputations are enhanced by the way we do business with their customers.

After-sales servicing

As part of our commitment to offering complete end-to-end solutions, we can offer after-sales servicing of products we install. We can also perform after-sales servicing for client products, delivering benefits based on our large economies of scale and broad geographic reach.

Customer Invoicing

Timely, efficient invoicing and solid debt management are crucial to maximising profitability on any project. Our comprehensive software solutions ensure that customer invoicing takes place promptly as an integrated part of program management.

Data Management

Fieldforce operates on a comprehensive, custom-built software solution to manage our own data and that of our clients. We can interface our systems with theirs for faster transfer and easier access to data, leading to greater detail, better efficiencies, increased client confidentiality and overall cost savings.

Reporting

Comprehensive data management solutions equate to superior reporting capabilities. We can provide comprehensive job tracking, advanced call centre metrics, customer satisfaction metrics, staff utilisation data and ROI data for individual projects, just to name a few examples.