5 Field Service Mobile App Capabilities Your Techs Need Today

Today, everyone wants field service technicians to be more things. No longer are they simply workers who come to a customer, install or fix the equipment on the work order and then leave.

Now field techs are customer experience agents, sales reps, troubleshooting experts—even the face of the brand—in addition to their technical roles. Customers ask them how the upgrade they’re getting will affect their monthly bill, and “I don’t know, but you can call our customer support line” is no longer an acceptable answer.

Customers expect techs to deliver better and broader service. Accommodating those expectations requires businesses to equip their techs to handle a widening scope of functions, quickly and easily. At the same time, businesses need to know the mean time to repair (MTTR) and first-time fix rate (FTFR), among other key metrics.

That’s why a versatile field service mobile app is critical to field service operations. For businesses with a smaller fleet, or those just launching field service ops, a good mobile platform (rather than an FSM scheduling and routing solution) might even be their starting point. But every business, from cable/telco to warranty service, needs a platform that sets their mobile workers up for success.