The Role Of Mobile Workforce Management Technology

By John Carroll, CEO, The Service Council

In Part II of the four-part “Smarter Services Technology Evaluation Series: The Road to Mobile Workforce Management Transformation,” The Service Council looks at “The Role Of Mobile Workforce Management Technology In Today’s Field Service Organization.” It outlines the process service organizations should consider when implementing a Mobile Workforce Management Solution, including the identification of problems, the consideration of competing solutions, the creation of a solution roadmap, the selection of a technology partner, and finally getting senior management to buy-in.

Meeting the Business Objectives of the Organization

According to IDC, “25 percent of IT projects fail outright. Meanwhile, 20 to 25 percent don’t provide ROI and up to 50 percent require material rework.” That’s roughly 50% of IT projects that fail or don’t provide ROI and greater than 95% of IT projects that are not successful.

Mobile Workforce Management solutions enable companies to deliver superior field service and customer satisfaction (see Part I, Setting The Stage For Best Practices Service Performance). However, a successful Mobile Workforce Management transformation is dependent upon many factors beyond simply deploying new technology. It requires a full understanding of the overall business objectives, a keen understanding of historical processes, a standard system of key performance metrics along with the organization’s current performance in those metrics, and effective communication to ensure organizational readiness and project execution.