While the complex, nuanced factors contributing to success in the field service industry continue to change, there are some key best practices that businesses can implement to stay ahead of the curve.
1. Become Mobile-first
Remote work is now at the forefront of nearly every industry, and field service is no exception. Field workers have always worked outside of the office or traditional work settings, but modern field service has expanded to include a variety of roles, including independent contractors, frontline workers, home healthcare providers, salespeople, nonprofit volunteers, and more. With so many differing roles, responsibilities, schedules, skill sets, and locations, it can be incredibly challenging for any type of field service organization to keep tabs on how their workforce operates.
This is particularly difficult if your field workers don’t have access to the right tools throughout the day. For example, if field workers must toggle between disparate communication tools (e.g. Slack, text messages, email, phone calls, etc.), they waste precious time that could otherwise be spent on higher-value tasks. They struggle to remain productive if they don’t have instant, seamless access to customer information, helpful resources, up-to-date schedules, optimized routing, or back-office support.