John CameronIn a recent Aberdeen study, 82 percent of organizations identified mobility as a strategic initiative to gather real-time intelligence for issue resolution. Field techs are increasingly leveraging mobile devices for tasks that previously required time-intensive phone calls and paperwork. Today this technology is helping to streamline the workflow by mitigating daily challenges that used to derail even the best laid plans. The benefits of mobility in enhancing end-to-end processes are immeasurable. Below are ways we see mobility transforming the workday:
Scheduling Efficiency
At one time, an in-day schedule change might require calling a dispatcher or having to drive back to the office to pick up paperwork, but with mobile technology, information is delivered to the technicians’ devices, making them more efficient and better performing no matter where they are. Mobile devices and apps connect field workers to back-office personnel, customers and equipment, facilitating a real-time end-to-end flow of information that allows field service personnel to make critical decisions so they can move on to the next task expeditiously
Organizational Alignment
By connecting field techs with each other and with back-office personnel, mobile technology keeps everyone within the organization aligned. A truly mobile workforce transcends the limitations of geography. Workers can access information anywhere, anytime, regardless of their location, and in many cases, are more connected than if they were confined to a desk. From the field, they can use mobile devices to request information or assistance from other co-workers already in the field, preventing costly disruptions in their workday by making trips to the office. The mobile worker can contact team mates in the event of a problem such as needing a part to complete a job. If a nearby co-worker has the part, the technician doesn’t have to waste precious time and fuel driving to a warehouse to retrieve it. It is this enhanced collaboration that leads to increased productivity and ultimately a more efficient workday.
Increased Resolution
Real-time access to route and schedule information and unplanned schedule updates help field techs to not only get to their assignments faster but helps to resolve issues faster as well. Mobile technology provides the technician with easy access to information such as customer and equipment repair histories, invoicing and billing issues, and locations of nearby technicians in case of problems or to notify of jobs at risk. This access solves the immediate issue but also reverberates through the workday as enhanced efficiencies, time management and increased service excellence, three of the key challenges facing field service organizations today.
Greater Integration
Mobility is extremely valuable to field service organizations, but fthe value increases exponentially when properly integrated with other platforms, including workforce management. Integration facilitates the real-time flow of essential information, automates tasks such as the capture of location and performance data and job-related notifications, and allows immediate access to information such as invoices and customer histories. Greater integration leads to greater efficiency which leads to streamlined operations which leads to an enhanced bottom line.
Optimal Planning
Mobile devices, in-cab equipment and M2M sensors attached to field service vehicles capture and transmit data to back-office systems, where it can be stored and analyzed for optimal decision-making. Whether it’s proactive maintenance to mitigate equipment failure or enhanced routing and scheduling to increase productivity, quantifiable insights delivered by the data can make the difference between running a good operation and an excellent one. Data from the field helps refine operations and identify trends and areas for improvement which leads to enhanced performance and happier customers.
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