Customers want faster service, better service, and more information about field service delivery. The only way to provide this real-time information to customers is to inject mobility into your field service operations.
Mobile field service management solutions can provide a wide variety of features and benefits for service organizations, from time/material tracking and scheduling/ dispatching, to contract management, navigation, and reporting and analytics. Arming technicians with a robust mobile workforce management solution can create new opportunities for growth and improvement.
Astea International has released a new white paper, Mobilizing Field Service Management, that outlines the benefits of mobilizing field service, and tips for creating a mobilization strategy that can incorporate emerging technologies.
In Frost & Sullivan’s 2014 Mobile Enterprise Applications Survey, 78% of current mobile field service management solution users said that the technology had improved field service response times, while 76% cited enhanced customer engagement. Other improvements included faster trouble ticket resolution, more accurate billing, reduced paperwork, and increased customer satisfaction.
Those types of improvements not only help save costs, but also drive real top-line revenue growth. As service becomes a more critical source of revenue in many industries, mobility will play a key role in profitability.
That’s why mobile applications have become so widespread in the service sector. According to Frost & Sullivan’s research, more than 80% of businesses have at least one mobile app in place, and 23% have more than 50 apps deployed. More than half of companies have already deployed mobile field service management solutions.
There are still opportunities for service companies to gain a competitive advantage by mobilizing their operations. Thanks to falling costs, hosted and cloud-based deployment options, and a wider variety of mobile hardware, it’s easier than ever to implement these solutions quickly and cost effectively.
To maximize your return on investment (ROI) in a mobile field service solution, it’s important to have a complete mobilization strategy in place. Critical steps in that process include:
* Assemble a broad-based implementation team that includes technicians, dispatchers, managers, IT support staff, and sales.
* Clearly identify and define your business goals.
* Identify potential barriers to adoption.
* Decide if you will deploy the solution using internal resources or a third-party integration partner.
* Address key decision points and determine early in the process if you will use an on-premise or hosted solution, what type of hardware you need, and whether you should run a pilot.
* Establish key performance indicators for the solution.
Mobility will continue to be an important competitive differentiator as customers demand better performance and more visibility from their service providers. A thoughtful approach to mobilizing field service operations can pay huge dividends via cost savings and new revenue streams.
For more information, you can download the white paper here.