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The Maintenance Management Blog

January 27, 2025

Why CMMS Customer Support Matters: Top Benefits and Key Skills


MAPCON customer support helping clientsWhen you purchase a product or a service, you have certain expectations from the company. One aspect of a computerized maintenance management system (CMMS) provider can add value, continued usage, and continued loyalty to a company's investment—customer service.

An intricate piece of software such as a CMMS poses many challenges. While many industries and companies use similar features, companies often experience issues or have general questions.

15 Key CMMS Benefits of Exceptional Customer Support

Why put so much importance on customer service? In this article, we'll highlight fifteen reasons for quality customer service.

Customer Satisfaction Drives Value

If a client has a positive experience with customer service, the satisfaction in both the company and the product increases. The client feels better that the CMMS provider cares about the customers.

Enhancing Customer Loyalty with CMMS Support

If you have a poor experience with a representative, you might think about switching companies. With a CMMS, this means researching, reinvesting, retraining, and adapting employees to the new company. These make for difficult challenges. However, if you feel the system provider doesn't care or doesn't resolve the problem, you have the question of whether switching means better cost-effectiveness.

Driving Repeat Business with Quality Support

For retail, this means the customer returns again and again to purchase more. Regarding a CMMS, quality customer service increases the chances the client purchases customizations, upgrades, or more features.

Discover how streamlined maintenance processes can elevate production. Learn more.

Word-of-Mouth Marketing Through Positive Experiences

All the advertising pales to one person telling another person about your product. That person tells another and another. Does the person report a positive or negative experience?

For me, customer service ranks near the top of whether I promote a certain company. The product may work and may be to my satisfaction. However, when I have questions, I expect answers.

Protecting Brand Reputation with Great Service

Too much negative word of mouth means potential customers view you in a bad light. Social media and other internet reviews carry weight. How many times have you had second thoughts after reading several reviews about poor customer service representatives (CSRs)?

Problem Resolution as a Core CMMS Benefit

An obvious benefit, yes, but CSRs exist to solve issues and answer questions.

Dig deeper, though. How far will the CMMS provider go to solve the problem? Will they persevere to find the answer or give up? Here lies a true test of customer service.

Collecting and Acting on Customer Feedback

You review your maintenance operations regularly to look for improvements. You discuss where to strengthen efficiency and productivity.

The CMMS provider should do the same.

When you provide feedback, what does the company do with that information? Sit on it, or have meetings to discuss adjustments or changes?

Reducing Churn with Proactive CMMS Support

This follows the second point. With quality customer service, customers remain customers for years. What happens to business when too many people go somewhere else? Yes, new customers may arrive but watch for that metaphorical revolving door on customer loyalty.

Boosting Sales Opportunities with Superior Customer Service

The CMMS provider constantly scouts for new customers. If the sales team can promote the quality of the CSRs, then the chances for sales increase.

Many companies looking to invest in a system may not have "service after the sale" on their minds at the beginning. However, it holds genuine importance for those who have never used this kind of software.

Competitive Advantage with Superior Customer Service

Competitors watch each other and try to capitalize on a weakness. Customer service may be that one area where a CMMS provider can show how they perform a little better than others. Talking to a competitor's clients may result in a switch.

Improving Customer Retention with Knowledgeable Teams

This goes back to loyalty and the churning points. When a CMMS provider brings out new features or a new version, knowledgeable customer service personnel may be the deciding point for whether a client remains a client.

Empowering Customers to Maximize CMMS Value

One of the goals of a customer service department should be to give the client the knowledge to resolve problems on their own. Issues and questions only interrupt operations. If the clients can solve the problems without assistance, they see better value in the product.

Using Feedback to Drive Product Development

The CMMS provider should look at issues and questions as opportunities to improve the product. Similar calls highlight a particular difficulty. Developers discuss this and make plans for changes.

Cost Savings Through Skilled Customer Support

Review the section on the stages of switching systems. The entire process incurs time and money costs. However, skilled providers alleviate this problem.

Also, by providing expert assistance, the provider helps increase the efficiency and productivity of the client.

Improving Employee Morale with Positive Service Experiences

What happens when a client experiences poor service? Two things.

First, they come away with the proverbial bad taste in the mouth. Attitudes falter.

Then, recall the word-of-mouth point. They tell others that the CSR couldn't help. The decreased morale spreads.

Second, the system provider also experiences a downturn. CSRs may develop more apathy.

Now, think about the opposite scenario, where questions received answers and issues received positive solutions. Both sides feel better. That enhances the relationship between client and provider and between employees.

Ready to revolutionize your maintenance department? Schedule a live demo today.

Top Skills Every CMMS Customer Support Representative Needs

Now that we have the benefits, let's discuss the skills and knowledge of a CMMS CSR.

Man using good communication skills to relate to an audience.
  1. Communications skills – The top point, but break this down into better identifiable sub-points.
    • Clarity. Of voice. Of instructions. Of suggestions.
    • Succinctness. Let's get on with it. Companies have maintenance activities to return to. Socializing enhances relationships, but know when to get down to business.
    • Easy to understand. Remember that accents, rate of speech, and words used differ from person to person. Frustration sets in when one person can't understand the other.
    • Listening. Don't assume you know every detail of the problem. Gather as much information as necessary, then speak.
    • Tone of voice. Eliminate the perception of frustration, boredom, and apathy. Stay positive. Everything you say must come across as genuine.
    • Volume of voice. Too loud or soft causes more issues.
  2. Empathy – Care for the customer. Again, express that genuineness. People feel better when they understand others care about the issues.
  3. Patience – Yes, this goes for both sides. Listen to the client. Remain calm and ensure that you will do what's necessary. Some issues take time to solve.
  4. Problem-solving skills – This means having the ability to process information and work through issues. Gather the information. Ask clarifying questions. Dig deep to find the root of the problem. Implement the right solution.
  5. Product knowledge – Another obvious point. One who doesn't know the product provides worthless advice and solutions.
  6. Positive attitude – This starts from "hello" and continues through the entire phone call.
  7. Adaptability – You will encounter a range of personalities, situations, and evolving job requirements. Be ready to "switch" to stay on the right track.
  8. Time management – Remember, the client needs assistance. They have interrupted operations. While you might need extra time to solve the issue, remember to explain the steps you take. Limit socializing. Find an efficient way to help.

Why Mapcon is the Trusted CMMS Provider for Your Business

Don't overestimate the importance of customer service, especially with a CMMS. Companies rely on the software for vital operations, better preventive maintenance, increased uptime, and reduced expenses.

A CMMS provider should have a team with the necessary skills to solve the issue, no matter what it takes. When looking at a company, make this a requirement.

Mapcon Technologies offers U.S.-based customer support, positive personnel, and the technical knowledge to keep you up and running. Call 800-922-4336 for the best CMMS to help your maintenance management success.

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MAPCON CMMS software empowers you to plan and execute PM tasks flawlessly, thanks to its wealth of features and customizable options. Want to see it for yourself? Click the button below to get your FREE 30-day trial of MAPCON!

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Stephen Brayton
       

About the Author – Stephen Brayton

       

Stephen L. Brayton is a Marketing Associate at Mapcon Technologies, Inc. He graduated from Iowa Wesleyan College with a degree in Communications. His background includes radio, hospitality, martial arts, and print media. He has authored several published books (fiction), and his short stories have been included in numerous anthologies. With his joining the Mapcon team, he ventures in a new and exciting direction with his writing and marketing. He’ll bring a unique perspective in presenting the Mapcon system to prospective companies, as well as our current valued clients.

       

Filed under: CMMS provider, CMMS customer support, CMMS benefits — Stephen Brayton on January 27, 2025