With the advancements in field service management software going hand-in-hand with the mobile evolution, the focus in service operations is quite firmly now on the field worker themselves.
This is quite right too. The technician or engineer has long been the face of the organization and often the only direct contact a customer will have, so the customer experience they are able to deliver counts for a great deal.
To give the best experience the technician needs a mobile solution which helps them to do their job in the best possible way. The workflow to and from the back office has to be seamless as this quick and easy access to information enables better decision-making and ultimately improved resolution.
Through integration with other back office systems the field worker has access to the job history and customer records allowing for a more detailed understanding of not only the task at hand but also what has happened before and why. Knowledge of the different elements of the task are often fundamental in the delivery of service excellence and turning up to site with this information at hand or having access to it, delivers an improved customer experience.
While improved customer satisfaction may be a key objective for any service organization, the right mobile solution also delivers enhanced worker satisfaction. Technicians report that the right mobility solution brings great advantages. The workflow becomes easier so job completion rates improve and all the benefits that this brings to the field technicians, customers and the service organization.
Mobility could be the next best step for your organization, read our ebook ‘Making the Move to Mobility’.
Categories: Mobile Workforce Tips