55% of Field Service Organisations are implementing mobility tools, though only 25% are using them effectively. Why is this the case?
With rising competition and fast-growing technology, it has become inevitable for organisations, (specifically the B2C companies) to keep up to date with and hands on with the latest applications of those new advancements. Though, this costly implementation of any X/Y technology within a business doesn’t give a company any competitive advantage in today’s market. It is about how well the people within the organisation make the use of that new resource that gives an organisation an advantage over all the others who would have surely implemented the same.
Taking one such example into consideration, most field service organisations are getting driven to integrate mobility tools with their field service solution soft-wares because of the increased customer demand for improved services (55%), which again are drawn by the increase of service requests (44%) and ultimately delivering less than possible service requests due to reduced service workforce (40%) (acc. to Aberdeen Group’s latest Mobile Field Service Report).
But as I mentioned earlier, are these organisations even exploiting this service to the half of its potential?
Yet there are a few companies that use the right nuts and bolts for their mobile field service programs and complete their jobs in 25% less time (acc. to Aberdeen Group’s latest Mobile Field Service Report) then the ones that expect their desired result by simply handing mobile devices to their technicians. Here are some recommendations that the companies that have successfully implemented this program had understood way earlier and implemented.
1. Real Time GPS Tracking of the technicians – Monitoring the technician’s location will not only give transparency in the system and have the know-hows of the technicians but this can also help in the case when there can be genuine delays in the service due to traffic or congestion, and a representative at the office can pro-actively inform the customer of the possible delay that might occur when the technician is on the road.
2. Real time performance measurement – By this, it means have / use a performance metrics based on the real-time tracking of the technicians. The managers/ experts sitting off site can track the average job completion time and utilization rates of the technicians, so that, if some technicians are taking more time than the average, they know that these technicians needs more training to improve their performance and productivity.
3. Information sharing and utilization - The expert technicians and the customer service representatives within the office are keen to share their insights in connecting the technicians throughout the organizations. This can prove to be very helpful and lay a very positive impact on the technicians working on the fields. For example, when a customer would call with a complaint and the representative takes down the information, he can share the same and as well offer a solution instantly to the technician before he arrives on location.