The state of service is changing.
Ever more accessible technology and evolving customer expectations are making the old break-fix service models obsolete. Field service organizations (FSOs) are feeling pressure to cut costs, reduce time-to-resolution, and move toward outcome-based service (OaaS) by integrating new technologies.
To rise to these challenges, FSOs need to reevaluate how they work.
Adopting field service mobile technology can help them operate more efficiently.
A recent report from the Aberdeen Group explores how mobile technologies present both new challenges and opportunities to service-centric companies. We at Astea want to help you understand what this report’s findings mean for your FSO, so let’s review the highlights.
How Mobile Technology is Changing Your Customers’ Expectations
Today, almost all of us carry a computer in our pocket.
Smartphones represent a seismic shift in how consumers and brands interact. Customer expectations dictate brands should deliver information instantly and provide updates regularly.
Service companies need to meet consumers where they are and provide that same seamless experience, regardless of channel. But managing customer interactions via online chatbots, social media, email, text messaging, and phone calls can be a daunting task. When customers call, you don’t want to place them on hold for 20 minutes while your team tracks down their information.
To avoid such situations, FSOs should consolidate customer data in all-inclusive field service management (FSM) platforms so staff can easily provide continuity of service. With one log-in and integrated business applications, your office staff members will always have the information they need at their fingertips.
But what about your field technicians?
Why Your FSO’s Mobile Workforce Must Have Mobile Tools
According to Aberdeen’s research, FSOs currently grapple with several serious limiting factors, including:
- No room in the budget for investing in improved service
- Not enough collaboration between service and other business areas
- Lack of internal visibility into service value
- Insufficient technology infrastructure
Best-in-class service companies know they can surmount these obstacles only by connecting field staff to the tools and information they need at all times.
Astea’s service lifecycle management solution comes with a suite of mobile tools to connect all stakeholders, wherever they may be.
We built Alliance Mobile Edge specifically for field staff. It lets techs access customer histories and warranty information, process price quotes, and collect signatures onsite through their mobile device.
By collecting telematics data and job status information, the application also extends visibility through the delivery and completion of service calls so you can expose and eliminate inefficiencies.
Alliance Warehouse Edge(™) also enables warehouse staff to perform all tasks directly from a smartphone or tablet. The app includes features to help them work more efficiently and reduce errors associated with manual processes by providing digital tools for:
- Parts Picking and Warehouse Pick Routing
- Parts Shipping and Receiving
- Inventory Stock Transfers
- Inventory Cycle Counting
The Benefits of Field Service Management Mobile Technologies
Investing in comprehensive FSM software helps reduce operational costs and boost efficiency so service organizations can achieve best-in-class performance.
Some core benefits companies experience include:
- Access to real-time, accurate data from any location so sales and service move forward unhindered.
- Greater collaboration and fewer miscommunications between departments as all staff use the same single log-in platform to perform their tasks.
- Improved cash flows thanks to mobile invoicing and accelerated billing cycles, resulting in less stress about your balances and the bottom line.
- Extended visibility of customer needs and available resources decreases time-to-resolution and places the proactive, OaaS models customers want within reach.
But perhaps the most important benefit FSM mobile software can provide is the improvement in customer experience. When service technicians have access to the right data in the field, they can resolve customer issues more professionally and expediently. Convenient self-service features, minimized asset downtime, and personalized service result in an enhanced customer experience that can help your FSO establish a competitive edge.
Want to know even more about using field service mobile technology to grow your business? Download the full Aberdeen whitepaper State of Service 2019: Mobile Technologies Drive Field Service Success and discover how to transform your service organization by:
- Adopting the right FSM mobile technology.
- Creating a customer-centric focus.
- Bringing real-time analytics to your workforce.
- Driving innovation and value through the service lifecycle.