Digital Field Service – Video 2

Going From Printed Forms To Mobile-Enabled

“In a recent Gartner FSM survey, 85% of respondents indicated that they either are already using mobile field service apps or plan to use them within 24 months.”

Gartner, Magic Quadrant for Field Service Management, 2014 by William McNeill, Michael Maoz and Jason Wong, 22 December 2014.

Is your organization part of the 85%?

In this video we are going to show you what needs to happen for you to move from printed forms to mobile-enabled field service.

1. Process

We recommend including case style processes with automation options when becoming mobile-enabled. This allows you to handle unique situations like park bins filling up quicker during the summer holidays. When a case is created the dispatcher is presented with options on how to handle the situation or they can create a completely new task. They are able to track exactly what is supposed to happen, but without being constrained by rigid processes that are designed for structured and planned work.

2. Analytics

Using mobile apps and integrated business systems make it easy for you to gain insight from historical data. And collecting process data makes it possible to do process mining. This will help you discover where your best people are doing things differently, making it easier to train new technicians. This is especially valuable when considering the constrained supply of skilled and experienced staff.

3. Integration

In a mobile-enabled scenario your technicians can access information from line of business systems like parts ordering or CRM from their mobile app. This gives them the information they need to get the job done the first time. Integration between your internal systems makes all of this possible.

4. Location-aware

Think about how you drive to a location you’ve never been to before. You probably use a mobile map application like Google maps. At this stage of maturity you will be able carry over the same intuitive navigation experience you use in your personal life to your field service technicians.

Your mobile app will provide technicians with the coordinates of each customer location. Adding Google maps integration will give them exact directions, ensuring they take the shortest route and don’t waste time figuring out how to get to their destination.