Navigating App Overload For The Field Service Engineer

By Bruce Breeden, Field Service Resources

Navigating across disparate systems and logins continues to be one of the top frustrations for field service engineers and technicians. Other customer-facing agents such as call center CSRs, dispatch, and technical reps are also challenged, and this affects the organization’s workflow and customer experience. Efficiency is dependent on timely and accurate use of a process and application. Effectiveness is dependent on employee engagement with the process or function that uses an application. These efficiency and effectiveness challenges are compounded by the environment in which the engineers/technicians work.

Most service organizations have a mobile field service management system for work order processing. Ideally, this is an integrated system with contracts management, pricing, call center, depot repair, and inventory management pillars. The containment of this system allows for a single sign-on, common terms, and seamless workflow within the service organization.

Given that service operations interface with many other company departments such as HR, Finance/Accounting, Fleet, Safety, Manufacturing, and Quality, the reality is that each of these functions require their own systems (HRIS for work time reporting, PTO requests, etc.) to also be available to the technicians. The result is that the field service engineer (FSE) may have up to 10 systems on their mobile device, which can result in “app overload” syndrome.

Here is a common scenario:

• The FSEs work with a Field Service Management System, Microsoft Office, Windows functionality and access a few Intranet databases to complete their work orders, write reports, order parts, view manuals, troubleshoot systems, and access on-line training, technical documentation, and software files.
• They also use their mobile device to text/IM teammates, take images, and obtain GPS directions to customer sites, hotels, and supply centers.
• FSEs also connect to external links for customer safety, report submission, drug testing, parts shipment tracking, uniform orders, third-party technical sites, Google, and many other miscellaneous sites in a given day.
• That’s a lot of activity, but it doesn’t stop there.
• Most likely, they also have an increasing amount of other applications to use:
  • Time reporting/PTO requests
  • Safety incident reporting
  • Expense reporting
  • Fleet mileage or hours of service reporting

Besides the quantity of applications and multiple logins, errors often are created by confusion over terminology. An Hours of Service application using “on-duty” while the HRIS application uses “work-time” terminology can create confusion.

App overload is distracting, inconvenient, error-prone, and plain frustrating for the tech. Field service organizations (FSOs) don’t want to take the risk that technician frustration will carry over to the customer experience or affect productivity. As brand ambassadors, trusted advisors, and problem solvers, the engineer or tech must be provided with the best tools with access to information in a convenient manner in order for them to do a good job in front of the customer.

Eliminating apps is not an option. Apps serve a purpose and are not only required, but also are preferred by new generations entering the workforce.

Engineered Experience

Having a well-engineered mobile experience is now essential given the volume and overlap of the functions performed by the mobile field service engineer/technician.

Here are the essential mobile requirements for improving the FSE/technician experience:

• Utilize company active directory and single sign-on to make apps more convenient and save keystrokes.
• Address the technology stack and utilize API interfaces to access back-end databases.
• Design the mobile screens for an optimal user experience and organize the interface by customer-facing activities to obtain and complete assignments, along with a separate section for processing time, vehicle, and expense data. 
• Begin design from the FSE mobile device and work backwards to ensure seamless, convenient access to the information needed to fulfill the tech’s role as company ambassador and problem solver. This would include parts/material availability and pricing, service contract/warranty status, contract program options and pricing, service history and future PM schedule, required engineering changes, technical bulletins, software files, and connectivity to their community, work teams, and educational content. 
• Consider integrating escalations for work orders and safety reporting within the work order tasks.
• Include FSEs and service managers in design steps, not just development and testing.
• Define a common vocabulary and terminology platform to prevent term overlap between apps.
• Address the data collection requirements with the end result in mind for QA and processing inspection reports. This could be for future artificial intelligence (AI) or predictive failure capabilities, or for routine product quality reporting. Integrate data collection into a job task procedure within the service management system for accurate and convenient capture and workflow on the mobile end.
• Design for ease of use, e.g., if the intention is to engage FSEs in safety, make it convenient to report near misses and have a forum discussion to share the experience and work on root-cause corrections. 

In summary, recognize the need for transactions and data processing using apps, but start with the mobile worker and design steps to ensure engagement and efficiency. Addressing the technology stack is critical to the user experience and ensuring that the FSE/technician can fulfill the role as company brand ambassador and problem solver. App creep is a subtle process, but, once established, it is very hard to correct. A mobile-first approach will improve on-boarding and talent retention, and will create a positive customer experience.

Bruce Breeden is the founder of Field Service Resources, LLC and author of the book, The Intentional Field Service Engineer.  Bruce works with FSO leaders to improve operational performance, lead digital transformation programs, conduct FSE and manager training, and implement mobile technology platforms.