Rapid developments in mobile technology are changing the way we do business. There’s no longer any question about if companies will adopt a mobile strategy – it’s when. A report by Harvard Business Review, called How Mobility is Transforming Industries, says the evolution is ‘almost as dynamic as the shift from horses to automobiles’. It makes perfect sense that the first group to reap the benefits of our new wireless world is mobile workers, such as field service technicians.
"Any business that does field work, such as repairs, installations, and customer-site service, has a lot to gain from ealry adoption of a mobile strategy," says Ron Mondor, President, Zantek Information Technology. "The first ones to capitalize on the productivity and customer service benefits will likely secure a significant advantage."
The benefits stem from having a seamless connection between field technicians and head office. Remote workers have full access to the information they need to meet customers’ needs, such as work orders, equipment information, and parts inventory, and they can electronically submit job-specific information, such as mileage, hours, materials, and expenses. Supervisors can use the data to deploy the right people and equipment, and to quickly address any issues. And since there are no paper-based forms to submit, the data is instantly available for invoicing, payroll, and reporting.
3 ways to transform service delivery in the field
- More service calls in less time – field technicians spend less time on paperwork and waiting for information and more time on revenue-generating activities
- Improved customer service – instant access to job/contract details enables field technicians to address all customers’ needs and quickly troubleshoot problems
- Increased revenue – profitability can be tracked by vehicle, equipment, crew, operation, or work order so managers have full insights for quoting and better input for equipment maintenance decisions and forecasting
From the corner office to the field, mobile devices and the apps that are running on them, are transforming business. Field service technicians can now cost-effectively offer a standard of customer service that was never before possible. For head office, this signals the end of illegible hand-written notes, and all of the manual processes that go with them. Critical information – the data that drives your revenue – is captured once and automatically shared across all related areas of the business.
Takeaway – don’t wait!
If field work is an important part of your business, you will eventually have to adopt a mobile technology strategy to remain competitive. Why not be at the forefront of this business transformation and establish a strong lead? The customer service advantages alone offer compelling reasons to make the move, plus you will streamline operations and improve your decision-making capabilities. For small and midsize businesses that compete with big industry players, this could be a leapfrog technology.
Useful links related to this article
> Product brief: Service Management with SAP Business One
> Whitepaper: Can Your Small Business Afford ERP?
> Features (by business function): SAP Business One
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