This dilemma often riddles many of us as we navigate our daily schedules in the advent of the smart phone and tablet which have become attached to our palms. But this is no longer just a concern for the business traveler who has to decide if he or she will take another break while waiting for that business flight back to the office.
The field technician now also has a number of tools and devices at their fingertips which are meant to improve productivity, but may also enable the opposite (if used inappropriately). Aberdeen’s recent research on Mobile Field Service 2013: Online and On the Move (June 2013) highlighted that the top two goals for a mobile initiative for the Best-in-Class (as defined by performance in first-time fix, SLA compliance, workforce productivity, and mean time to repair) were to increase productivity and improve customer satisfaction, respectively. There has been a groundswell of buzz around equipping field techs with smart phones and tablets so they can collaborate more efficiently with each other and the customer, whether via social channels or email. However, in order to maintain a level of exceptional service and productivity through a mobile deployment, top performing organizations have implemented a few best practices highlighted in Aberdeen’s Mobility research –
These are just a few of the lessons the Best-in-Class have to teach us in regard to a mobile deployment which not only puts cool devices in the hands of techs but actually provides the capability to improve the customer experience and worker productivity. The ubiquity of mobility in our lives must not lead to the view that our smart phones and tablets are another distraction from work but a powerful tool to enhance execution of service delivery.
Aly Pinder, Senior Research Associate at Aberdeen Group
As a senior associate in the customer experience and service management practice, Aly Pinder Jr. researches and explores how service and manufacturing executives utilize technology and implement best practices to improve post-sales service and support processes. Through practitioner benchmarking and analysis of Aberdeen’s research database, he examines how Best-in-Class service organizations are reengineering their service chains for improved performance and increased profitability.
Aly’s coverage areas within the service space primarily cover the following topics on which he has written or co-authored over 40 research reports and bench marked more than 4,000 service executives in his four plus years with Aberdeen:
Follow Aly at: @Aberdeen_cesm, @Pinderjr