By Brian Cleary, Chief Strategy Officer, bigtincan
According to a recent Aberdeen Group study, the continued top priorities for field service and field engineering organizations are to improve productivity, increase customer satisfaction and improve the profitability of their service offering. To achieve their goals, more than half the organizations surveyed are considering implementing new field service mobile enablement solutions.
Many field service processes are document intensive, making them ideal candidates for automation using a mobile content enablement platform—meaning it provides content management, interactive forms, along with workflow and reporting capabilities. Combining these tools on a mobile device gives field service workers access to the information they need to make decisions and move business processes forward.
The reality of operating in the field
Until recently, field service technology solutions were oriented toward getting data (such as labor hours and parts usage) from the field back to the office. Today, information must flow in both directions. Mobility serves as an informational conduit for an organization. Equipping field service technicians with mobile devices allows these workers to access information needed to perform their job more efficiently and effectively—helping to improve decision-making, cash flow, timely billings and more. Aside from the upfront benefits of streamlining operations and increasing efficiency, the adoption of field solutions has eliminated the need to file paperwork and wait days for reports on financial performance.
Mobile content enablement technology also allows problems to be solved more efficiently. Team members can document an issue with their mobile device—pinpointing its location on project designs, attaching photographs and routing the problem to the correct people. Documents are timestamped when field personnel spotted the issue and when the appropriate parties addressed it, encouraging the issue to be fixed quickly and thoroughly.
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