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5 Improvements Mobility brings to your Field Service Operations

By Mike Henstridge

Monday, May 8, 2017

Sub-par field service operations cause numerous and costly problems that directly affect your organization’s productivity and your company’s bottom line. For larger companies with major field service operations, increasing visibility between the field and the back office is critical.

Does your company experience disjointed communications with your field techs? Do you have over-scheduling challenges and unacceptable service response times? or low first-time fix rates? How about incomplete work orders and lack of real time data?

A good field service system can receive and process service requests, schedule and assign the best technician, provide real-time job status, and, most importantly, support and empower field technicians. Mobile tools that connect directly to the back-end system are super important for these field techs who are always on the go, away from their desks and often removed from reliable network connectivity.

At least 85% (according to a recent Gartner Field Service Survey) of businesses use mobile field service apps or plan to use them within the next two years. But, how do you know if your mobile solution is truly making a difference? How do you ensure that you are getting the most out of mobile??

A strategic, user-friendly, well-designed mobile field service solution provides these five key improvements:

1. Increased Efficiency

With mobility, the job gets done faster and more thoroughly.

Real-time access to necessary information

Higher first-time fix rates

Detailed and actionable reporting

2. Higher Quality Customer Service

With mobility, technician tracking and two-way communications keep the customer informed and allows your company to meet or exceed expectations.

Instant acknowledgment, accurate arrival times, quicker job execution

Enhanced job/delivery insight for customers

Accurate invoices and job sign off with signature capture

3. Streamlined Operations

You control the mobile workflow for your techs in the field, enforce consistent data capture, and automate as much as possible.

Real-time communication with back-end system, colleagues, and customers

In-depth work orders with full details and customer information

Timely progress updates to the back-end system

Detailed inspections and preventative maintenance on equipment

4. Fewer Travel Costs

With mobility, techs always know where to go and how to get there, they can synchronize data wherever they have a network connection, and they can enter data anywhere in the field.

Speedier travel times and increased fuel efficiency

Excess manpower reduced

Improved first-time fix rates

Enhanced service level agreements

5. More Revenue to the Bottom Line

With the right mobile apps in the hands of your field techs, your output increases dramatically, customer retention rates skyrocket, outstanding receivables averages fall, and the quality of service increases.

Smarter staff utilization and increased productivity

Real-time data and feedback for better business decisions

Improved customer service and higher customer retention rates

You should demand the most from your mobile solution because it makes smart business sense and it is truly an obligation to your business! According to Gartner, “mobility helps service companies resolve issues faster, enabling them to attend to service requests immediately and fix faulty parts on time for their customers. This prompt response has a high impact on the ecosystem of the company from field service techs to service managers, business managers, executives, and customers. An effective mobility solution can improve overall productivity by 30-40%, and profitability by 20-25% for the service company.”

However, simply investing in a mobile app does not ensure improvement across all KPI’s. To be successful with any deployment, companies must analyze how mobile processes affect the business as a whole, and choose a solution that provides the most benefit to the company.