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Mobile Technology: A Catalyst for Field Service Success

A society that is driven by convenience is precisely why field service teams make such a profound impact on the overall success of a business, and the overall level of customer satisfaction. Customers are delighted when field service technicians go above and beyond, providing value-added-services like expert ‘how to’ advice and recommendations on product usage. However, simply deploying a field service team does not guarantee that superior service levels are delivered to valued customers.

Access to the right information, such as product information and expert ‘help’, empowers a results-driven workforce. The newest recruits, often Millennials, have grown up on technology. They carry smart devices and wearables. They thrive in social media networks. Therefore it is imperative to embrace technology and your field service technician’s affinity for it, by providing access to the latest enterprise mobile technology, which supports field-based access to information and collaboration.

Enterprise mobility solutions also facilitate integration to back-office data and systems, enabling full mobilization of onsite processes, which ensures a tech can arrive prepared to complete a job, and handle the job every step of the way.

Enterprise mobility solutions allows field techs to effectively communicate and collaborate, increasing the speed in which they may gather the necessary information to complete a job. Faster completion enables the field tech to move on to the next job, improving their utilization for the day, increasing first time fix rates, improving overall customer satisfaction. Also, instant access to this helpful information boosts the confidence of field service technicians, providing the opportunity for tech success, which shows in their attitude and work.

It also enables real time tracking of service and products, and provides an extra level of protection and safety for employees working in the field.

In this environment of increasing competitive pressures, field service organizations simply cannot afford to perform slowly, provide poor quality work, or support inefficient processes. Enterprise mobility solutions improve service levels and efficiency, and increase customer satisfaction, building brand loyalty.

Your field service organization can compete with your top performing competitors. You can win at service through deployment of robust enterprise mobility technology.


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