According to Aberdeen Group’s latest Mobile Field Service Report, the top factor driving field service organizations to make investments in mobility solutions is customer demand for improved service (55%) closely followed by the increasing volume of service requests (44%) and the need to operate with a reduced service workforce (40%). Mobile and smart technology has, ultimately, altered the paradigm of field service to a state in which customer experience and operational efficiency are now paramount.
However, with such a large number of field service organizations ‘going mobile’ and the capabilities of mobile being so wide ranging, how can organizations be sure that they are using the technology to its full potential in order to achieve optimum customer experience and operational efficiency?
Aberdeen Group revealed the secrets to mobile field service success in its report, comparing mobile field service strategies between Leaders vs. Followers. Companies that build the right foundation for their mobile field service program will truly reap the benefits. As an example, Field Service leaders are able to complete jobs in 25% less time. Don’t expect your desired results by simply handing a mobile device to your technicians. Here are some implementation recommendations:
Real-time GPS Tracking – Leaders are 96% more likely to track real-time visibility of technician and vehicle location and status, compared to Followers. GPS tracking can be used to monitor if technicians are on time for jobs. If they are delayed due to traffic or an appointment overruns, proactively communicate these delays with the customer or schedule another technician in the area to attend the job.
Share Information and break down data silos – Leaders are more than twice as likely as followers to share real-time insights by connecting stakeholders (technicians, supervisors, customers etc.) throughout the business. This is very important as field technicians often rely on insights captured through other parts of the organization to do their job. For example, when customers call in to the service centre, the customer service rep will take notes regarding the issue reported. Access to these notes is vital to help technicians be better prepared on arrival to the customer appointment.
Real-time performance measurement – Leaders are 25% more likely to have real-time performance metrics in place when compared to followers. If you track technician location and status, you will then be able to monitor measures such as technician utilization rates and average job completion time. If a technician takes more time to complete a job than others, you will know that coaching or training needs to be provided to improve technician performance and productivity.
Fully utilize the benefits of your Mobile Field Service – Top performing mobile field service organizations derive 25% greater efficiency than those that don’t fully utilize the benefits of their mobile offering. Key to mobile field service capabilities is its ability to empower technicians with relevant insights. When a technician requires access to a knowledge management system, a mobile device is the ideal way to access that information from the field, eliminating the need to schedule a return visit and allows them to complete the job, quicker. On average, leaders complete 55% of service appointments within 4 hours, compared to 46% of followers.