1 2 3… Set your Mobile Workforce free!
Smart. Interactive. Efficient Employees
The world has witnessed an amalgamation of mobile applications with field service management resulting into new standards of service delivery. Organisations have experienced a drastic change in the business outcome, customer success, mobile workforce management and performance with the outbreak of enterprise mobile applications for field service sector. Accounting on these advantages, all this has been achieved with a cost that easily fits into the budget of the most of the companies; if they have chosen a solution tailored as per their enterprise requirements.
Mobile working for employees is not just a trend or drift but it is the reality! The modern generation knows how easy their life can be with the help of technology and this is driving the enterprises to transform their working culture. Talking about field service, it is one of the industries that have been taking the maximum benefit of mobile apps. The main reason behind this fact is- field service employees or the mobile workforce have to travel extensively to different locations, intense communication is needed, customers demand instant actions and directors want high profits.
Field service business is observing the real growth in the number of mobiles which indicates a rise in the number of mobile devices connected to the internet, which according to Gartner is likely to be over 30 billion by 2020, generating almost $2 trillion as an economic value worldwide.
How does this mobile working help your service representatives?
1. Independent because of Internet Intelligence
As the MobileWorker is installed on their devices, field operatives are able to receive their schedule of work order without back-trips to the office. They can pick their work, accept or reject the tasks as per their availability & skills. Auto-routing & complete customer information helps them to finish more work in less time with efficiency. The entire process is streamlined & mobile workforce can enjoy their work with the focus on what they should be doing rather than an extra burden that is handled by the application.
2. Confident because of Cloud Collaboration
Cloud-based systems enable online & offline access of data to the field workers ensuring the work goes on. MobileWorker application also facilitates communication with back-office & co-workers to solve any issues. Complete information with document and attachments are exchanged that give an idea to the mobile workforce who can go well-prepared to accomplish his task for better customer experience with high first-time fix rate.
3. Achiever because of Accurate Analytics
MobileWorker application tracks the field representatives as they set out to different locations. The real-time reporting and visibility gives a clear picture about their performance. Also, the technicians can capture customer signature as evidence. A level of competition inculcates a sense to work efficiently & utilise their time in the best way possible. Analytics & dashboards present the areas of improvement & success to the decision-makers.
Take an example– A new-age customer requesting an AC repair service has been given a specific appointment window for the next day. To complete this request, a service technician is assigned a task next morning as he reports his office. The technician visits the customer’s home with a bunch of papers and tool-kit. Following some confusion, he has to make a couple of calls to his office to get the warranty information & register about additional charges after he goes back to the office. This definitely is not a good example of customer-service & can lead to a negative word-of-mouth marketing.
So what could have been done to avoid such experiences with your customer?
A cloud-based solution that has a customer-facing platform to register his request with appropriate details, following which the back-office team can immediately dispatch the requested job to the nearest technician. How? Using the MobileWorker application on the field worker’s smartphone or tablet that allows his location to be traced and receive the work order information. Since the technician has got the task description & customer details, the repair can be carried out hassle-free and report can be submitted on the spot.
Mobile-based solutions to manage the field teams and service the customers are gaining attraction all over the world to address all the challenges and problems faced by the enterprises. Small-to-medium and the large organisations have all embraced the application suite to improve revenues and meet the customer expectations for service delivery, convenient billing & fastest actions.
Feel like trying these highly-appreciated solutions for your mobile workforce and customers? Leave your comments!
Originally published at www.itouchvision.com
