Empowering The Mobile Worker With Real-Time Insight And Data Integration

The field service journey for many organizations begins and ends with a schedule, a technician, and a truck. This ecosystem is integral to the delivery of service, as without these three pieces of the puzzle, resolution cannot be reached and a customer will be unhappy that a service level agreement (SLA) was missed. However, field service has become much more advanced and complicated since those early days of a paper schedule and a technician working in a silo of influence.

As seen in recent Aberdeen research, Service Mobility: The Right Technology for the Tech (August 2014), 82% of sampled organizations identified mobility as a strategic initiative for the service operation in the next 12 months. Mobility is not just an investment made by the IT department to equip workers with a tablet or smart phone. Mobility, as viewed by top performers, is a tool to empower the field with the real-time intelligence to make decisions and resolve customer issues. Customers demand service, and resolution, the first time a technician is on site.

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