According to Aberdeen Group’s latest Mobile Field Service Report, the top factor driving field service organizations to make investments in mobility solutions is customer demand for improved service (55%) closely followed by the increasing volume of service requests (44%) and the need to operate with a reduced service workforce (40%). Mobile and smart technology has, ultimately, altered the paradigm of field service to a state in which customer experience and operational efficiency are now paramount.
However, with such a large number of field service organizations ‘going mobile’ and the capabilities of mobile being so wide ranging, how can organizations be sure that they are using the technology to its full potential in order to achieve optimum customer experience and operational efficiency?
Aberdeen Group revealed the secrets to mobile field service success in its report, comparing mobile field service strategies between Leaders vs. Followers. Companies that build the right foundation for their mobile field service program will truly reap the benefits. As an example, Field Service leaders are able to complete jobs in 25% less time. Don’t expect your desired results by simply handing a mobile device to your technicians. Here are some implementation recommendations.