In the past, unprepared field workers and bad service calls were the result of limited resources and lack of information. Today, mobile technology remedies these issues as more organizations employ it to hold workers and teams accountable and facilitate an uninterrupted workflow. However, implementing it isn’t as easy as it sounds. Mobile tech needs to be simple, adaptable, and most importantly, it has to add value to your worker’s daily routine. Here’s why effective mobile field service technology matters:
If it’s easy to use right off the bat, you won’t have to force your team to integrate it.
Sometimes, change is hard to swallow. For a team that’s used to working in the field a certain way, the benefits of a mobile application might be difficult to recognize at first. Make sure you’re giving them a tool they will want to use everyday. A simple, feature-rich app will empower your service workers to deliver exceptional customer service while staying prepared and knowledgeable during calls. Having all the necessary information and resources they need for a successful first-time fix at their fingertips leaves little room for human error, and ensures that they approach the job with confidence. Use a comprehensive, intuitive mobile app like Nexus-Fs for an easy and enjoyable transition to technology in the field.
It provides visibility into the field, dispatch office, and entire customer experience.
Real-time insight improves customer service, decreases costs, and jumpstarts efficiency in the field. Adaptable mobile tech plays a crucial role in satisfying these KPIs by ensuring no one drops the ball at any point in the service cycle. Mobile applications with real-time connectivity to the dispatch center allow managers to address issues as soon as they occur and relay information to the rest of the team immediately. This level of responsiveness toward customers will keep them happy, eliminate uncertainty between teams, and continuously improve workflow.
It can give field workers the power to perform better and become an asset to their organization.
Chances are, if technology doesn’t add value or improve daily life in any way, it will most likely be tossed out. This is where a mobile app can prove worthy by satisfying a clear business need. Look for apps that assist with scheduling, location reporting, notifications, and job management. Give your field workers the tools they need to capture the entire customer experience at the point of service so they can note pain points and improve for the future. The more equipped they are with resources and support, the more likely they are to succeed in the field and achieve growth.
In the landscape of field service, mobile technology is a necessity. In order to grasp its benefits and recognize its full potential, organizations need to choose the right mobile app. Set clear goals and choose your technology based on relevant features and a user friendly interface. You may even want to consider having your team weigh-in to make sure it’s the best possible fit.
Source: Nexus Blog