Aberdeen, in an August 2014 report, highlights the key trends in field service driving further interest in and adoption of mobility. It also looks at what capabilities are necessary to successfully deploy mobile tools.
Service Mobility: The Right Technology for the Tech
Mobile Still Has Strategic Place in Service
Many firms have identified the field service team as a channel to not only deliver service but also interact with the customer. The importance of the technician to the success of the organisation has led to the search for ways to equip them with the right tools. These tools must help these valued resources excel at their jobs while also providing invaluable insight to the rest of the organisation.
A top strategy of leading performers is the continued investment in mobile tools to provide technicians with better access to information.
Mobility Must Keep Ahead of Customer Expectations
The top pressure facing service organisations that is leading them to focus on mobility is the current demand for faster service, as illustrated in Figure2.
Mobile tools not only enable field workers to turn more wrenches, they also give them real-time intelligence to know how to better serve the customer.
Mobility is More than a Device
Much of the buzz around mobility and deploying new technology is around flashy new devices that have ever more processing speed. But inherent to this buzz is the fact that any technology will eventually become obsolete. The true value in mobile tools is the ability for this technology to provide insight and intelligence to workers, in real- or near-real time, while in the field.
Mobile technology allows field service to become more standardised while making data usable across the organisation.
From Paper to Productivity
Through the use of mobile tools which can remove tedious administrative tasks, technicians can focus on the customer, product, and equipment information, which makes technicians experts in the field, who are better equipped to solve problems the first time.
Successfully Deploy the Value of Mobility
Top performing organisations implement strategic internal capabilities to ensure that a mobile strategy is maximised by the field to resolve customer issues efficiently.
• Turn real-time data into real action
Real-time insight into the field can get lost if it is not tied to other systems within the organisation’s technology infrastructure.
• Pilot the Way to Mobile Success
Leaders work with the front-line team and other stakeholders to pilot mobile technology prior to deployment.
• Organisation-Wide Mobile Strategy
Mobile tools must be accompanied by a clear strategy to maximise the value across multiple groups within the organisation.
Excel at Making Mobility Key to Service Excellence
The key to profitability is delivering the level of service that customers are willing to pay for. Best practices implemented by leaders include:
• CSOs drive service initiatives in mobile strategy
• Build buy-in from the front line
• Make data a source of insight for learning, training, and improvement.
Leaders have been able to leverage mobility to predict and prevent failures, but when failures do happen, they ensure that technicians have the information to resolve the issues the first time.
Aberdeen Group has been an international research partner of Nebula since 2010. With thousands of research documents, growing daily, Aberdeen’s research library helps enterprises and service providers discover the priorities and strategies of best-in-class enterprises.
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