In a highly competitive marketplace with growing customer expectations, providing a positive field service experience can be a crucial differentiating factor for business success. Respondents to a recent study conducted by the Technology & Services Industry Association list three strategic imperatives for field service organizations: accelerating connectivity, aligning the organization, and moving beyond break/fix. Yet respondents also say labor costs are their greatest challenge. So, how can they improve service without increasing headcount?
While many companies have adopted mobile field service apps to overcome some of these challenges and improve service, these apps often fall short. Multiple point solutions can mean switching between apps—or even devices—during a service call. Sometimes, service technicians still need to resort to paper-based processes, such as capturing customer signatures. Or the mobile app may not connect to the company’s systems of record, which can lead to out-of-date information or require additional steps, such as manually checking parts inventory.