Feature Article: Real-Time Communication Speeds Up Field Service

By Sarah Howland, Integrated Solutions magazine

If your service force is small and centrally located, it's fairly possible to enforce standard processes in your technicians' daily duties — from how they update you on their status throughout the day to the method they use to close jobs upon completion. However, the bigger and more distributed your mobile workforce is, the harder it becomes to standardize processes among operating units — especially if those operating units aren't performing the exact same tasks. And, without the use of an effective mobile solution, this challenge evolves from difficult to virtually impossible. Hologic, a $1.7B global developer, manufacturer, and supplier of medical products used for women's healthcare, operates multiple business units worldwide. With 350 field technicians in the United States and another 50 internationally, Hologic is no stranger to the challenge of standardizing field technician processes. However, the company is now tackling this challenge head-on with the deployment of a field force automation software solution.