3 Reasons Technology In Field Service Isn't As Easy As It Sounds
By Sarah Nicastro, publisher/editor in chief, Field Technologies
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With the multitude of technologies available today, it can easily seem easier than it actually is to optimize mobile operations. This is because these new tools are marketed for how exciting, cool, and easy to use they are – and while many of them are all of those things, no technology can be a magic bullet to optimized mobile operations. Here are three of the many reasons why.
#1: It’s Challenging To Determine The Appropriate Scope Of Your Project
A company seeks out a technology typically to solve a specific pain point. The problem here can be two-fold. First, if you focus too narrowly on that specific problem and only what will solve it, you may miss opportunities to achieve other benefits with your technology investment. You want to prioritize your biggest pain point, but also step back to look at the bigger picture and assess your other opportunities. In the same breath, you can’t allow the scope of your project to become too big – looking to address too much at once, or add on complimentary technologies too many at a time – is a recipe for disaster. It is virtually impossible to evaluate and deploy well if you are taking on too much at one time. So the challenge is finding the right balance. Thoroughly asses your company’s needs so that you don’t miss opportunities, but prioritize in a way that you lead with the biggest area for improvement first.
#2: Adding Layers Of Technology To Poor Processes Does Not Work
There are a lot of really cool solutions and gadgets on the market today, and it is sometimes easy to look at them – or even look at how other companies are using them – and become enamored with how they could solve all of your problems. The fact of the matter is, though, those technologies are just tools and no matter how great they are, they will not solve your problems. YOU will solve your problems; those technologies are simply a part of your solution. Too many times, companies deploy a new device or an automation solution and expect business transformation – without doing any real business transformation. If your company’s workflows and processes are fully optimized and clean, then feel free to go nuts layering on tools to enable your workers and expect results. However, most companies’ workflows and processes are not optimized – and this is where the real work starts. Take the time to evaluate and alter those as needed, and then look at how today’s technologies can help you beyond that point.
#3: Your Workforce Needs To Have A Crucial Role In Your Technology Selection
One of the biggest mistakes I see companies make is to select technologies without input from the frontline workforce. I’m not sure why this still happens, but it does – and it’s a critical mistake. These are the workers you depend on to use these tools and to provide great service to your customers. Giving them tools they feel are a.) effective and b.) desirable to use is the only way you’ll have long term success with your project. You want them to feel compelled to use the solution to its full potential – and to be excited about doing so. Not to feel like they are being forced to use technologies that they don’t feel fit their needs. The key to maximizing technology adoption is to get these workers involved early on and really listen not just to what they have to say, but to understand the why behind it so that you can enable them with tools that truly meet their – and your businesses’ – needs.