The demand for mobile field service management has grown dramatically with the rise of the digital transformation in the field service industry, and this growth is projected to continue to accelerate moving forward. In fact, it is estimated that the global field service market will reach $4.45 Billion by 2022, with 75% of field service organizations utilizing mobile field service apps. Moreover, this escalating adoption of mobile service management is expected to continue well past the forecast period.
As technological advancements often do, mobile field service management has the capability to innovate the way business in the industry is done. By adopting a mobile-first field service strategy, companies can reap the numerous benefits of digital interconnectivity, service automation, and data-driven decision-making.
Before diving into the top trends in mobile field service management and how they are beneficial for companies, let’s establish a foundational understanding of mobile field service management.
What is Mobile Field Service Management?
Mobile field service management is a modern approach to service workflows that is made possible by digital application software. By utilizing a field service app on mobile devices, companies can facilitate workflow automation and information enablement for field technicians and customers alike. This includes the ability to review customer data, access parts, inventory, and tracking data, produce estimates and invoices, process payments, and craft custom surveys all within a mobile field service application.
What Are The Top 5 Mobile Field Service Trends?
While the initial field service apps on the market were simple designs limited to a one-dimensional capacity such as worker tracking, that’s no longer the case. Mobile field service applications are becoming increasingly comprehensive with diverse service capabilities. As these capabilities advance, trends in mobile field service management change and adapt with them.
Now, let’s talk about the top 5 trends for mobile field service and how these advancements can further improve and benefit field service organizations.1. Technician Information Enablement
Information enablement is a key factor in modern business, as it facilitates data-driven decision-making. Similarly, mobile field service management empowers technicians with access to three types of information: fellow technician expertise, customer job data, and pricing and promotional information. With this diverse information enablement, technicians are best positioned to handle complex or changing workflows without issue. For instance, field mobility allows technicians on the job to collaborate with industry experts in real-time in order to resolve a complicated problem. The channel for this communication varies based on the complexity of the specific mobile application. For example, this could look like a simple in-app texting feature, or a more complex approach involving smart glasses, augmented reality, and video capabilities.
With access to relevant customer data such as service history, current SLA/contract, and asset profile, technicians can eliminate surprises and make informed decisions. Lastly, the ability to view updated pricing and promotional information in real-time encourages opportunities for technicians to up-sell current customers.2. Customer Visibility & Satisfaction
Field service mobility facilitates information enablement for more than just technicians, but for customers too. By utilizing a mobile app with a customer portal, field service organizations can provide customers with timely information and self-service features at their fingertips. And this does not go without notice. In fact, in the United States, 88% of customers expect brands to have an online self-service customer portal. Mobile customer portals provide numerous benefits to field service organizations, including reducing organizational costs, improving productivity, expediting cash flow, improving communication, and enhancing the customer experience and customer retention.3. Predictive Analytics
While collecting and accessing raw data is an improvement from manual and disjointed service workflows, it’s still not enough. Extracting tangible insights from data is what fuels data-driven decisions that actually improve business performance. And this requires comprehensive capabilities such as predictive analytics. Likewise, innovative algorithms are being leveraged in mobile applications to further optimize such intelligent insights and interactions. This is not limited to intelligent reporting, by integrating IoT sensors with field service mobility, organizations can now utilize predictive maintenance services from anywhere.4. New Markets
Historically the field service sector has encompassed home appliances and electronics, insurance, utilities, among other traditionally in-person industries. However, mobile field service management has opened up the doors for new remote opportunities that were not previously available. This notably includes the home healthcare sector. By leveraging a comprehensive mobile field service solution, field service organizations will be poised and ready to service these new opportunities as they arise. Moreover, this flexibility to adapt to new environments and opportunities is a critical factor for success in the modern field service industry, and mobile application technology helps make that happen.5. New User Constituencies
Many field service apps are best geared for field service technicians, with highly tuned features to fit their every need. However, there are many other users in the field service industry who would also benefit from information enablement and workflow automation. For instance, field supervisors, third-party contractors, and numerous other field service positions often rely on manual or disjointed service workflows. As advancements in mobile app features continue to expand and become more comprehensive, they will be able to serve a wider range of field service professionals. With current solutions being augmented for new user constituencies, the benefits for field service organizations will continue to rapidly grow.
How to Leverage Mobile Field Service Management?
With 75% of field service businesses using mobility tools observing increased employee productivity and also seeing customer satisfaction rates rising, it’s no surprise that field service organizations are eager to join the digital transformation. And they can. By investing in a mobile workforce solution, field service organizations can jumpstart their digital journey and start reaping the benefits of information enablement and workflow automation.
Explore ServicePower’s mobile workforce solution that can be customized to your unique business needs.