The Future Of Mobility Through The Eyes Of Your Techs And Customers

By Aly Pinder Jr, director of member research & communities, The Service Council www.servicecouncil.com

The world of field service is evolving quite quickly. Just a decade ago, technicians worked in a reactive, paper-based environment where customers and their experiences were a byproduct of a work order. Even as recently as the past few years, technicians were still primarily expected to show up within a schedule window determined by an SLA (service level agreement), turn a wrench, and move on to the next job.

This is no longer the world we live in. The convergence of technology, (specifically mobile devices), customers’ expectations, and the consumerization of service has led to new metrics and measurements of success. Customers demand improved service levels and higher quality interactions as options become more abundant. Industries such as manufacturing, aerospace & defense, and HVAC are beginning to see customers who expect the same level of transparency and service as they receive from the pizza place or their online retailer. And finally, the field team assumes they will have work tools which closely mirror the feel and functionality of the tools they use at home to communicate with friends, connect with colleagues, and find information.