By John Cameron, general manager, Trimble Field Service Management, www.trimble.com/fsm
The days of paperwork and phone calls to the back office are long gone — here’s how field service organizations are using technology today.
Mobile technology is reinventing customer service. Field technicians increasingly leverage mobile devices for tasks that previously required time-intensive phone calls and paperwork. In a recent Aberdeen Group study, 82 percent of organizations identified mobility as a strategic initiative to gather real-time intelligence for decision making and first-time customer issue resolution. Clearly, the benefits of mobility can’t be overstated.