Transforming Field Service Operations: Drive Costs Down And Service Levels Up With Mobility

The impact of the field service function can be felt throughout the business. When field service organizations operate at less than maximum effectiveness, many areas of the business are impacted — including customer satisfaction, service and retention levels as well as overall profitability. Achieving maximum productivity involves streamlining and automating processes to reduce or even eliminate the large volume of paperwork traditionally involved. In addition, it also requires the efficient delivery of the wealth of information service technicians need to best perform service calls and take advantage of possible sales opportunities — as well as the visibility to maximize utilization of staff and vehicles. This white paper explores the affect mobility can have on the field service operation, as well as the criteria involved in implementing a mobile field service application and technical considerations in evaluating potential solutions.

On site, technicians need a wealth of information to perform the job quickly and properly. A lack of information can result in longer service times and possibly a second service visit — which can translate into longer periods of downtime for customers. Whether you are repairing industrial equipment on the manufacturing floor or on a farm, a copier in an office, medical equipment in a hospital or restoring service such as telephone, cable or electric, for the customer, every second counts. A malfunctioning piece of industrial machinery on a manufacturing floor can translate into tens of thousands of dollars per minute. A broken printer in an office can slow the speed of business. Malfunctioning medical equipment can affect the ability to protect patient health. And for utility providers — such as telephone, cable or electric — customer satisfaction and regulatory compliance are at stake.

Many types of businesses rely daily on field service teams — from manufacturers servicing equipment in homes and businesses to utilities repairing and performing maintenance on infrastructure, reading meters, and more. Regardless of whether the function is in-house or outsourced to a third party company, the field service function is a crucial aspect of the business. Often the primary or only source of customer contact post sale, this function can make or break customer loyalties. And the effectiveness of this division can have a widespread reach throughout the enterprise, affecting everything from customer retention to company profitability.