In the world of field service management, face-to-face service is mission-critical. In fact, it’s a leading competitive differentiator. When customers require in-person service for routine machine maintenance or to fix equipment, mobile workers bridge the divide between your company and your customers.
The majority of companies have taken note: 89% of service decision-makers now say the experience a customer has with a mobile worker is a direct reflection of their brand. That’s why companies must ensure field service mobile workers are equipped with the skills and technology to turn every interaction into a positive engagement.
The good news: 71% of service decision-makers have already made significant mobile investments both in improved technologies and increased headcount. However, there’s still a difference between what companies say and what’s happening in the field — nearly half of mobile workers say they still waste significant time due to inaccurate or outdated job information.
There are three ways to close the gap and truly empower a mobile workforce: enhance soft skills, develop technical proficiency, and equip workers with mobile capabilities.