Best In Class Field Service Organisations Embrace Mobile Field Service Technology

A recent survey and report completed by the Aberdeen Group in the US shows that companies that are leaders in the field services sector are embracing technology that allows for real time two-way data exchanges between their field staff and the office.

The report titled `Making Money via Mobile Field Service’ was put together after lengthy surveys completed by over 250 executives in field service companies.

The crux of the issues facing field service organisations boiled down to two conflicting pressures, i) increased customer demand for faster service issue resolution, and ii) the increasing costs of delivery service.

These increasing pressures are forcing companies to evaluate new technologies which will allow them to improve field staff productivity by keeping them out of the office and servicing customers.

The best in class field service companies (who incidently had service profitability of 50% greater than the average company and 300% greater than the laggards) were 79% more likely to offer some form of mobile solution for improving the work processes of their field staff, allowing them less time in the office and more time in front of teh customer.

“Closing the loop” on office to field staff communication and having field service staff close and complete service calls via mobile devices at the time of service was a highly desirable achievement for the best in class companies, as was the use of location tracking services.

The bottom line appeared to be that if you emply mobile service solutions that allow you to keep staff updated with the required information they have on demand and that you can get the signed work sheets/ service reports into the office without the service technician, then you wer ahead of the competetion and you were more profitable. Remember, more client face time = more revenue.

The whole report is very interesting, and having read it from the point of view of Datateq, I must say that the actions taken by some of these leading field service organisations are the same actions that we can delivery for your company.

By utilising the digital pen & paper technology, you can ‘push’ information to you field staff by mobile phone, allow your staff to `pull’ information from your database (including job numbers, stock availability, asset tracking etc) using the query function on their phone or forms. We help you `close the loop’ by ensuring that at the time of service, your field service staff can complete the necessary paperwork, capture signatures and return that report to the office in seconds. Any stock useage can be recorded on the form and automatically adjusted from the required warehouse and invoiced. Smooth, accurate, fast and efficient.

To read the full report, click here., and then if you want to know more about how Datateq may support your business in becoming best in class by adopting leading edge mobile field service solutions, let us know.