This white paper explores strategic mobility in field service management organizations and how it can drive long-term business value. We call it mobile field force enablement.
We first examine the pre-mobile enabled field service organization and the pre-mobile enabled field technician. Paper-based, manual business processes are a central theme in this scenario, and we explore how these methods of service delivery are hampering organizations in profitability, dealing with competition, and retaining customers.
Next, we examine the post-mobile enabled field service organization as a whole, then turn our attention to the post-mobile enabled field technician. We explore the benefits of strategic mobile enablement from a business perspective, then from the perspective of the technicians in the field doing the work.
Lastly, we examine strategic mobility for field service management and the characteristics and features that are required for comprehensive mobile implementations that deliver optimal ROI.