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WHY WORKFLOW MOBILITY IS KEY TO FIELD SERVICE BUSINESSES?

By Mike Henstridge

Tuesday, July 11, 2017

What is workflow mobility?

Many businesses today are gaining customers and reigning in profits by going paperless in the field. The concept of workflow mobility is simple: You use a mobile interface and digital technology to manage, assign and complete work.

In practice, it is as simple as allowing your field technician to know where the next job is, what is the location, what kind of job it is and let them update it when work is complete, all without calling them to the office.

Why is it important?

The staff that is in the field and interacting with clients, is the face of your company. Therefore, it becomes essential to optimize their productivity and ensure that clients are satisfied and the company is profitable.

As a business owner, one question is always on your mind: “How do I cut costs and increase profitability?”

Mobility cuts costs and maximizes profitability.

How:

  • Cut non-billable time: The time your technicians spend on traveling, finding information, and trying to connect with the back-office from the road is not billable. A mobility solution can cut this time and cut your costs.
  • Eliminate inventory shrinkage: Keeping an updated inventory is essential. Whenever a technician uses a product in the field, it should be removed from the inventory. This will help avoid any sudden demands that you cannot meet.
  • Reduce overhead costs: Your service providers will know when and where to go as soon as the work order is created in the office. This means that they will not have to travel back and forth after every finished job. This will help cut excess fuel costs and traveling time.

Another important question is “How do I gain new customers? And how do I keep the existing customers?”

The answer is mobility increases profits and customer retention rate.

  • Quickly respond to customers’ emergency calls: Send the work order with all the details to the technician that is closest to the job location using GPS tracking.
  • Listen to the customer: Always have the right parts and customer history in hand. This will help your technicians complete the job the first time.
  • Provide a holistic service: Create an estimate for any follow-up jobs on the spot and do not give your customers any opportunity or need to consult with your competitors.

The third question that bothers a business owner is how do I create and retain a good team of technicians?

Mobility will help you find the best technicians and keep them on your team.

  • Ease the workload of your technicians: Give them remote access to all the information they need to do their jobs (worksite notes, photos, job descriptions, manuals, and GPS routing).
  • Pay competitively: Enable them to add expenses they have done from their pocket and reimburse them afterward.
  • Provide flexibility to your dispatcher: Allowing for a little flexibility never hurts! You can do that by giving the technicians some choice in the jobs they want to do and certain time flexibility.