Field Service Practices â€“ Made easy with Mobile
Need of Smart Mobility When competition is fierce and intense, companies have to focus on providing consistent and high quality services day in and day out. As a competitive company in your industry, one is expected to avoiding potential service level problems. But to thwart the competition, paying attention to steady customer service will not do the trick. It has become important for organizations to deliver superior services. But understanding and realizing the constant need to change as per the volatile market isn't always apparent, and missing out on a critical opportunity might mean stagnation instead of success. It is important for medium-sized businesses prevalent within the field service industry to centre on mobile workers, who need to be constantly connected to live operations and the customers. Their service levels matter in the end since that guarantees repeat business or referrals to boost the overall business. It is evident that enterprises today have started their current methods of managing, scheduling and communicating with the field staff since the ideal and personalized technological solutions become apparent. Filling the service level gaps will differentiate a company from its immediate competitors and set them firm on the path to success. There are three important service level changes that need to be implemented at the base level Implementation of real-time inventory status to build an image of high product quality and a strong reputation as a service provider Planned maintenance and self-diagnostics for maximum uptime Core service practices which enable customer satisfaction
The Mobile App Imperative The smart phone market growth â€“ Compound Annual Growth Rate of 37% â€” IDC Report. 60% midsized organizations - support mobile devices; 75% out of them - support wireless mobile PCs. Mobile workers - 40% of their time away from their desk Mobile workers constitute 27.3% of workforce. 75% of US businesses - use of one wireless data application 80% organizations with deployed mobile applications - Results met or exceeded expectations
Field Service Connectivity with Mobility Scheduling is crucial for the mobile workforce and an extremely important tenet which can help us build a strong mobile strategy. Field service organizations thrive on mobility and hence inseparable. Not many organizations have a clear smart mobility strategy while where there is a huge a gap between how technology has trashed out in recent years and how effective it has served enterprises to meet their business goals. Mobile phones have given a way to smart phones which allowed instant access to richness of information through simple search. Mobile devices in enterprises are now primarily used for: Accessibility and real-time communications between the mobile workers, the inventory officers and the customers through any medium Quick access to the internet Route planning using maps and GPS navigation The biggest issue with the field service functions and mobility in most companies is that the mobile devices are not integrated with the main company systems. There is a need of manual entry and analysis of data which is a total error-prone idea.
Smartphone Usage of Field Service Professionals Social Media for Work Purposes Information Management Web Conferencing Route planning for Sales via GPS Use of Integrated Enterprise Apps Mobile Email Sale Inventory Assessment Sales/ Service Reporting
Mobile Apps and their Usage in the Enterprise Customers - to place orders, track existing orders, make payments or view promotions Managers and Executives - to deliver information, including KPIs, dashboards, financial data and results, and compliance Sales people - for order processing, inventory, price verification, customer profiling and CRM Plant personnel - for order picking, inventory tracking, supplier relationship management and goods receipts Field Service team - for work recording, service execution, contract reference and route and travel planning
Leveraging Mobile Apps for Field Service
Use of automated solutions to cut down on manual processes
Communication and visibility of issues in routine operations
Schedule optimization technology considering strategic and operational constraints
Integration of field resources back into the company
Allocation of the best resource with right skills and the right tools for every customer
Ensure that the decision-making options from the field are communicated back to the office through systematic reports View service history and record the work performed
Capture equipment or customer information
Mobility aligned with business objectives, strategies and processes Reduces overall effort needed to adjust and create an accurate schedule Adherence to defined schedule policies and optimized resource allocation
Productivity Complete and integrated solution for mobile workforce Management of entire lifecycle of a service call from contact to sale and then reports
Execute high priority jobs with routine maintenance jobs without affecting low priority work
Immediate and sure-shot appointment bookings Increased flexibility for rescheduling appointments Allocation of perfect resources at reasonable rates Upsell customers with unique offers and incentives based on existing service
Business Intelligence Advanced foresight into market trends and company operations Strategic key performance indicators with performance tracking Workforce management solutions with readyto-use reports
About Softweb Solutions Software Solutions is a leading Software Development Company that serves clients worldwide of all sizes. We have a strong performance record in offering quality software development services demonstrated by ISO 9001:2008 certification and Microsoft Gold Certified partnership.
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Published on Dec 19, 2012
It is evident that enterprises today have started their current methods of managing, scheduling and communicating with the field staff since...