Some of the bigger trends impacting field service management in the last few years (up to a decade) include mobility, or the more common use of smartphones in the field, and Internet of Things (IoT), or the idea of connected devices actually being able to send data themselves.
Here, we’re going to address some core ideas about the benefits of the ‘mobile’ side -- and, in fact, if you’re interested in more information, there’s an eBook on mobility in field service management available for download. (As always, feel free to contact us with any questions.)
In the last few years, ‘customer experience’ has become a major business metric -- and while it basically means the same thing as ‘customer service,’ the idea is that you do a good job for customers/clients and they (a) keep their business with you and (b) refer you to other people. Both are crucial aspects of any type of business growth.
In a field service organization, your techs are the closest to the customers -- they deal with customers all day, every day. You want to maximize that experience and those relationships, because it will drive your business.
This is the first important thing to understand about the impact of mobility on field service: it can make the customers’ experiences so much better, and that has bottom-line impact for your business.
Consider some things a field service manager can optimize with a mobile-connected workforce of techs:
- Easy to sync up inventory with customer needs that day
- Easy to contact the tech en route to a job and add information or change details
- Easy for the customer to see where the tech is and have a good time window on his or her appointment
- Easy for the tech to use his or her own phone to invoice the customer on-site, instead of having to run back to the office or do the invoicing separately
That’s just scratching the surface, but those four are all important concepts -- the idea is to create an ecosystem where, because of mobile connectivity, the back office HQ and the tech are constantly connected and also the customer is always connected to info about the tech and the appointment, up to the invoicing stage.
Essentially, a mobile-connected workforce leads to greater flow of information between all involved parties -- and that should lead to higher customer satisfaction, which benefits your business in the long run.
As we said, there’s more to understand about mobile’s impact in field service management -- and how to maximize that impact -- and while the mobile needs vs. implementation will vary by type of field service organization (here at Optsy, we tend to work with smaller outfits), still consider downloading this eBook and contacting us with any questions. It will start your path toward a competitive advantage in your field.