Q&A: Why Employee Engagement Is Critical To Mobile Solution Success

By Sarah Howland, Editor In Chief, Field Technologies magazine

Editor In Chief Sarah Howland talks one-on-one with James Mylett, VP and GM of field and business operations at Johnson Controls, about the fact that employee engagement is necessary for a successful mobile deployment.

Johnson Controls, a global, diversified company in the building and automotive industries, reported $42 billion in global sales in 2012. In North America alone, more than 4,000 field technicians service Johnson Controls’ customers. James Mylett, VP and general manager of field and business operations for Johnson Controls Service North America, is responsible for ensuring that those 4,000 techs are operating safely and efficiently and providing the best possible customer service — a tall order with such a large, distributed workforce.

Top that with the selection and deployment of a brand new mobile solution and many would balk at the task — but not James. He’s learned that the key to success with managing such a large, distributed mobile workforce and to successfully rolling out a mobile solution to them is employee engagement. Here, James, who will also be sharing details of his story at WBR Field Service USA in Indian Wells, CA next month, provides insight on Johnson Controls’ strategy for employee engagement and explains how well that strategy has paid off.