During the past few years, field service organizations have taken a transformational leap forward by deeply integrating mobility into their field service management (FSM) solutions. For some, the path to mobility was a bit bumpy to start (given a certain lack of familiarity with mobile vs. desktop app requirements); however, today’s mobilization effort is now thriving. In fact, when forecasting near-term deployments of complex mobile business apps, respondents to Frost & Sullivan customer surveys point to mobilized FSM as their #1 choice.

Field service engagement is both a mantra and a model; it’s the connective tissue between technology and customers that defines every service interaction. Today, every service organization can take for granted that customers are calling the shots. We’re at a point where individual customer experiences (CX) can make or break a business. Companies that take the time to understand their customers’ needs and incorporate technology to meet those needs stand a better chance of surviving in the long run.

Technology fuels service-driven organizations and provides the edge they need to compete. But selecting the right solution, deploying it effectively, and measuring its results can all pose challenges. Service companies face vital decisions in all stages of technology procurement that can have profound results post-implementation. See how leaders in the service industry answered key questions like single platform vs. best of breed, top technology roll-out challenges and many more from The 2017 Field Service USA Benchmark Report.

If you're like most people, the first computing device you reach for every day probably isn't a laptop and it almost certainly isn't a desktop PC. Odds are, the first — and primary — computing device you use daily is a mobile one. And just as in our personal lives, mobile devices are increasingly becoming the primary computing platform for business and enterprise use. Road warrior salespeople rely on smartphone apps to get the information they need to close a big deal.

Today's workforce is mobile, collaborative, and dynamic. In fact, many workers don’t even have a company email address. Day to day, they are out in the field, working with customers, collaborating across teams, and tackling problems as efficiently as possible. These deskless workers, representing over 2.5 billion people worldwide, need a quick and easy way to communicate that doesn’t distract them from getting the job done.