16-05 Focus on Performance_ebook_02

FOCUS ON PERFORMANCE:FOCUS ON MOBILITYThe new waveof mobility in fieldservice management

INTRODUCTION mobile device. This use may be a mix Changing customer of smart phones, tablets and laptops, but dynamics and theField service organisations have as such the focus of the service work amplified influencebeen some of the earliest adopters has now moved significantly on to theof technology, with field service field technician. of empoweredmanagement software being around customers hassince the late 1970s. Originally In a recent knowledge brief 1, led two-thirds ofdesigned as on-premise, server-based Aberdeen Group reports the best-in- organisations toscheduling solutions, the software class organisations state that their focus on the field.was very much focused on enabling top strategy for growth is to invest inthe back office to improve the mobile tools to provide service workersefficiency of work order scheduling with better access to information.and dispatch. Technicians however, Access to information in real-time viahad only limited access to job and mobile tools empowers the servicecustomer information due to the cost team with the right answers at theand performance limitations of existing time of service, ultimately providingdevices (proprietary handheld devices greater levels of customer service andor laptops) and networks. resolution on a first visit.The mobile evolution has shifted this Aberdeen state that organisationsbalance. With the widespread adoption must adapt or face losing customers toof smartphones, for example, over the the competition. Changing customerlast decade, digital mobile devices dynamics and the amplified influence ofnow form an integral part of both empowered customers has led two-thirdswork and personal lives. Add to this of organisations to focus on the field.the proliferation of tablets in the lastmobility wave five years ago with So how can an organisation manage thisthe introduction of the iPad and most shift to focus on the field without losingcompanies now use some form of sight of the importance of scheduling and other back office operations?1 Evolution of the Field Service Business – Optimising the Service Supply Chain (2015), Aberdeen Group1 | www.fieldaware.com

EXTENDING THE BACK integrated mobile solution means that the Being up andOFFICE INTO THE FIELD two-way flow of data and information running in days, not is captured just once and in a consistent months, is criticalAlthough the technician is the “new” and efficient way. It means that no data ispriority for field service organisations, left unused or delayed while waiting on to not only theback office processes remain essential paperwork submissions or for collected smooth running ofcomponents of any service operation. information to be downloaded and an the workflow butThe right mobility solution gives audit trail is in place reducing the chancethe whole organisation the ability of any lost or missing information. also to the ROI.to manage the workflow seamlesslyand keeps all operational elements As well as integrating easily withconnected. There is visibility of the current and varied back officework and day’s performance and systems, managers also need mobilitywhether a complex, fully optimised and solutions which are straightforward toautomated scheduling system is needed implement. Being up and running inor a manual drag and drop solution days, not months, is critical to not onlyis employed, the mobile piece allows the smooth running of the workflow butdecisions to be based on real-time also to the return on investment of theactivity and updates. solution, as time is not lost in a long implementation phase.For the back office, a mobile solutionwhich easily integrates into existing Once implemented, the two-way flowsystems is critical, as often within a field of information means that many tasksservice organisation a mix of best of can be automated from the field asbreed solutions are employed due to the soon as jobs are completed. A workniche nature of the work carried out. This order for example can be issued, thencan often mean that systems are used on job completion the customer canin isolation and data from one system be invoiced immediately, achievingdoesn’t always assimilate with others. An a quicker payment cycle through this order to cash automation.

The result of the right mobility solution For a field worker the right mobile The key to anyis extending the work of the back solution means they are empowered to technologyoffice out into the field in a robust and do their job in the best possible way.reliable way, connecting the operational The workflow to and from the back implementation isworkflow and ultimately ensuring the office is seamless and this quick and ease of use.service objectives are met. easy access to information, with the enhanced knowledge and the potentialEMPOWERING THE for collaboration this brings, enablesFIELD WORKER better decision-making and ultimately improved resolution.Managers and technicians, alike, Through integration with other backreport that the key to any technology office systems the field worker hasimplementation is ease of use. Taking access to the job history and customertime to learn new, complicated ways records allowing for a more detailedof working puts up barriers to adoption understanding of not only the taskwhich workers may well look to by- at hand but also what has happenedpass and either go back to the way before and why. Knowledge of thethings used to be done or patch together different elements of the task are oftentheir own and disparate ways of using fundamental in the delivery of servicethe various solutions. Equally both excellence and turning up to site witholder technicians and newer more this information at hand or havingtechnology-savvy workers may resist access to it, delivers an improvedthe change, but with a solution that is customer experience.easy to use the implementation is easierand quicker adoption inevitably means While improved customer satisfactiona better ROI. may be a key objective for any The workflow is seamless and this enables betterdecision-making andultimately improved resolution.

service organisation, the right mobile future, acknowledging the disadvantage Solutions which aresolution also delivers enhanced worker affects their ability to be competitive. quick to updatesatisfaction. Technicians report that and roll-out willthe right mobility solution brings great For those using some kind of mobileadvantages. The workflow becomes solution it is reported that with the mean the businesseasier so job completion rates improve evolution of mobility moving so swiftly, doesn’t stand still.and all the benefits that this brings to that around three years is the optimalthe field technicians, customers and the time to upgrade. Many companies Layering theservice organisation. are put off these kind of timescales as simplicity of the time taken to implement and the mobility over theMore technicians too are happy to integration complexities are too costly complexity of theuse their own devices – bring your to the business. The expense is also a existing solutionsown device (BYOD) – in their work significant factor when considering the will help tocapacity and its often cited as being next generation in mobility. leverage their use.a fundamental part to the successfulimplementation of a mobility strategy. With the evolution of mobileReports shows that there is generally solutions moving so rapidly, aquicker user adoption with BYOD, mobility solution that is agile andgreater employee satisfaction and scalable will be required to meetlower costs for the organisation. It is changing and developing needs of thetherefore essential that any mobility business and the software. Havingsoftware can work across multiple and solutions which are quick to updatemixed digital devices. and roll-out will mean the business doesn’t stand still waiting for theirFurthermore, for those organisations technology implementation to catchlooking at expanding the role of their up with their operation.service operation the ability to generatenew quotes and work orders from the field FOCUS ON THE RIGHTmay have appeal. Mobile apps can enable MOBILITY SOLUTIONtechnicians to sell more, more easilyas they simply use drop down menus So, whether you are looking atto generate a new quote or work order, developing a current mobility strategythen capture the customer’s signature or introducing a mobility solution forelectronically to verify acceptance. the first time, how do you choose the right software for your business withIMPLEMENTING MOBILITY the many solutions on offer today?AND THE NEXT EVOLUTON From working with a range ofWhile it is recognised that most companies in different industries,companies now use some form of we’ve found that whatever type of fieldmobility, it is also acknowledged that service organisation you manage therethe majority still do so in a basic way; to are some principals that cut across theenable a checklist approach to their work. different requirements.Those that still work with paper-basedsystems report they will look to move Ease of integration is a key componentto digital mobile platforms in the near of any mobility solution as there is www.fieldaware.com | 4

no need to upgrade the entire end-to- technician is downloading and viewing The crux to mobilityend solution to simply allow better the schematics of equipment or paging is the anytime,workflow to and from the field. There through a repair manual.will have been significant investment anywhere access tointo existing systems, which may be All mobility software needs to be customer, locationhighly complex and often bespoke. agile and able to move with the nextExtending the life of these systems is generation of mobility. Developments and equipmentimportant, so layering the simplicity are moving fast and with such information.of mobility over the complexity of the technologies as augmented realityexisting solutions will help to leverage becoming an actuality in field service,their use. once user cases are proven and costs start to come down, keeping up to speedThe implementation of the mobility with these changes is imperative.solution needs to be as quick andstraightforward as possible. A lengthy With the wide range of different devicesimplementation process can feel like it being used across a workforce, whetheris defeating the objective of achieving through BYOD, the use of contractora faster, more streamlined workflow. workforces or different requirements itSo being up and running in days, not is crucial for any mobility solution tomonths should be the realistic goal work across mixed digital devices. Itmeeting the business objectives and may be that separate apps re needed fordelivering a much faster ROI. smartphones and tablets, for example, with tablet users wanting to takeAny mobility solution should be easy advantage of their bigger screens andand intuitive to use. Systems that are any faster processors to display more data.more complicated than they need to be Smartphone users need data displayedwill take longer for workers to adopt, clearly and legibly. The apps, thereforemay be bypassed and worked around. need, to ensure that all types of usersField technicians, by the nature of their find the apps easy to navigate and easywork, tend to accept technology changes to use.positively but how quickly they taketo mobility solutions will again affect As well as working across differentthe ROI. A long drawn out adoption of devices, the apps will need to workany solution will have a serious effect across different operating systems.on efficiency during the time taken and With native iOS and Android apps thein the longer term impact employee capabilities of the operating system cansatisfaction with the technology. be enabled to include features like voice recognition, click to call, photo, videoEase of use for technicians should also and document attachments and offlineinclude how the device is used as well operation into the solution.as the app itself, as one hand operation,for example, can be important. It may Vitally, the crux to mobility is theseem like a little thing, but allowing a anytime, anywhere access to customer,technician to keep one hand free - and location and equipment information asstill operate the app - is a big advantage well as service history. It is essentialin the field. One hand operation that mobile apps make it easy foris especially important when the technicians to view service-related5 | www.fieldaware.com

information quickly and easily. For Mobile apps must have capabilities which Mobile apps mustexample, map views of the destination take the technicians’ role into account, have capabilities(including turn-by-turn directions), without forgetting the back office. Cloud- which take thetasks, customer contact, equipment based web applications deliver advanced technicians’ roletype, serial number and associated capabilities (scheduling and dispatch;service or maintenance agreement - asset, parts, customer and roles and rights into account,even notes, photos, manuals, videos [security] management; employee time without forgettingassociated with the work order are all tracking and comprehensive reporting)instantly, and easily available. and must be easy to use and easy to the back office. integrate with existing ERP, CRM andFOCUS ON PERFORMANCE accounting systems.The face of field service has changed. Ultimately, having a mobilityTechnicians are the priority, and strategy in place allows for betterthey need the tools and access to the empowerment, data sharing andinformation that will transform them collaboration out in the field. For thefrom corporate overhead to revenue and field worker, they are provided withprofit generating brand proponents. the best possible support and are able, themselves, to make use of the real-Technology has changed. The world time information and knowledge tohas “gone mobile”. Smartphones and make the right decisions while ontablets are powerful and relatively the move. As a result, they are betterinexpensive, and the networks that positioned to resolve issues first-timesupport them are fast and reliable. and deliver the best service they can.

ABOUT FIELDAWAREWe are re-shaping the field service industry! Our made-for-mobile,cloud-based software was designed from the ground up to provideease of use with incredible flexibility – a combination that enables fieldservice organizations to amaze their customers, astonish the staff andsurprise the competition. Our software was architected as a mobileplatform, with no incumbent legacy technologies.Based on our founders’ intimate knowledge of the unique needs ofengineers and technicians in the field – and the operational personneland management that support them – FieldAware is focused onproviding field service organizations, both large and small, with:• Intelligence about your Customers: So you can increase revenue, expand into new markets, differentiate your services and create customer advocates.• Intelligence about your Business: That enables you to increase the productivity of your staff (and keep them happy!), use company resources more efficiently, simplify your business processes and “right size” your parts and repair inventory.We combine our software with the industry’s best implementation,on-boarding and support services enabling companies to take full andrapid advantage of today’s mobile environment.To learn more about our solutions or to schedule a demo, contact us on0808 134 9941 or email us at [email protected].