How Mobile Technology Is Helping Field Workforce Counter Business Challenges

1. Service delays and errors
2. Absence of real-time information
3. Difficulty in monitoring and tracking the activities of field agents
4. Inefficient reporting process

Whenever a customer asks for a service, they expect the issue to be resolved quickly. A delayed response irrespective of the cause of delay has a negative effect on customers. It is critical for service organizations to avoid delays and errors to retain their customers. Mobile workforce in the field attending assigned tasks have to be supported with well-structured communication process. Constant flow of updates about scheduled tasks and real-time access to data is important for all field service agents to work efficiently. Any difficulty in getting updates and real-time information become a hindrance in providing timely services to the customer. It is important for organizations to make sure that field agents are always present at their respective workplaces. Since field service agents are always on the move, it is difficult to track and monitor their activities. If there are no means to monitoring and tracking agents’ activities, it becomes difficult for management to enhance agents’ efficiency.

• Provide prompt and improved service to their clients
• Keep in touch with their head office, get real-time information of new service jobs
• Seamless Inventory Management
• Simplified real-time reporting and data collection process
• Quick support for higher customer satisfaction
• Connected workforce for enhanced productivity

Here are some of the significant changes that adoption of mobile devices for field service has brought to service organizations: Mobile devices have enhanced the ability of field agents to respond to their tasks quickly and resolve all issues promptly thereby improving customer experience. With mobile devices, there is seamless connectivity between field agents and office employees. This seamless connectivity ensures reduced information leakage, access to real-time updates on inventory and tasks and better responsiveness to the jobs assigned.

• Efficient workflow for higher profitability
• Well-equipped field agents brings a positive image to an organization

Field agents armed with mobile devices can cut costs incurred on service by reducing travelling to the same location more than once. It normally happens in the absence of real-time updates. Using mobile devices, a job is reported on time, which results in well-timed and precise invoicing, thereby improving returns for the company.

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