Five Tips For Optimizing Field Service Teams With Mobility

By Leslie Brand, Capriza

Companies are  increasingly realizing that mobile workforcce solutions could be a huge transformational opportunity, but aren’t sure where to start. We find many of our customers start with mobile enabling field teams. The fact that these employees are “on the move” servicing customers and equipment and away from computer for most of the day is one reason. The other big reason is that field service teams are tied in some form or another to an organization’s bottom line. Whether it is maintaining service delivery (utilities), activating customers (in-home services), delivering goods to customers (logistics), or maintaining heavy equipment (agriculture, transportation), mobile-enabling field teams can ensure SLAs are met and customer satisfaction is high, as well as minimize call center costs and excess inventory, and accelerate time to cash.

According to the Aberdeen 2017 Survey, The New Mobile Enterprise, belief that mobile apps will provide competitive differentiation and global competition demanding faster adaptation to market changes rank as the leading drivers of mobility among field services teams. While 59% of field service organizations have seen an increase in workforce productivity since implementing their mobile initiative, only 29% rate their organization as mobile-first, where most needed workflows are mobile-enabled.