Case Study

Field Services Mobility Use Case Guide: Top Micro Apps To Improve Customer Experience And Operational Efficiency

Field Services Mobility

Heightened customer expectations and the growing reliance on third-party contractors have increased the demand for field organizations to operate more efficiently and effectively than ever.

Today, many organizations still rely on manual or paper-based processes which serve to slow down operational agility, lower first-time fix rates, and increase maintenance costs. This is primarily due to the fact that corporate applications like ERP, CRM, FSM, and EAM are complex and totally inaccessible to workers at the edges of the enterprise.

By digitizing and simplifying the critical tasks and processes, and delivering them securely to the smartphones and tablets of your field service workers, you can ensure that your field organization is able to meet the increasing demands of the business.

Key Benefits

Where do you start in order to maximize the impact of mobility?

Field service organizations and the IT teams that support them are increas- ingly realizing that mobility is key to driving transformational change, but they aren’t sure where to start. Whether it’s performing service delivery, activating customers, inspecting or servicing equipment, or building out new infrastructure, mobile-enabling field teams can ensure SLAs are met, customer satisfaction is high, call center and excess inventory spend are minimized, and projects are completed on-time.

Although use cases vary by industry, there are many commonalities across business functions. Leveraging our real-world experience with customers across industries such as utilities, oil and gas, construction, industrial manufacturing, communications, and more, we have gathered the top use cases to help you identify where to quickly deliver value through field service mobility.

Top Use Cases

Work Order Management

Maximize the effectiveness of field teams by providing them with up-to-date information on work orders, SLAs and line items to maximize their effectiveness.

  • Work Order - Enable field workers to access and update work order details to ensure timely and accurate service delivery.
  • Ticket Creation - Ensure faster time-to-service with mobile ticket creation and real-time updates that automatically push out notifications for immediate visibility and response by the appropriate field service people.
  • Field Inspections - Increase the productivity and accuracy of field inspections by digitizing processes using electronic forms and native mobile capabilities such as maps, GPS, voice-to-text and camera.

Inventory/Parts  Management

Ensure higher first-time fix rates and speed up time-to-resolution by providing field workers with real-time access to parts and materials inventory and ordering capabilities straight from the field. Keep equipment inventory up-to-date to mitigate excess ordering.

Customer Management

Ensure field technicians provide the right level of service while optimizing incremental revenue opportunities.

  • Account Lookup - Allow field teams to quickly look up account information while servicing customers to drive a better customer experience and improve upsell opportunities.
  • Warranty & Contracts Lookup - Enable field service technicians to verify warranty and contracts while on-site with the customer and ensure that they only provide services that customers are entitled to in order to prevent free service and warranty leakage.
  • Service Confirmation - Eliminate inaccuracies by digitizing paper forms with signature capture for real-time system updates and, in many cases, faster time- to-invoice.

Safety and Compliance

Digitize paper forms and utilize notifications for routine safety checks and other compliance-related reporting such as incidents and hazardous materials.

  • Safety Check - Digitize manual processes and utilize notifications for routine safety checks to protect workers against fatigue and injury.
  • Form Submission - Digitize paper forms for routine safety reports, hazardous materials and other compliance issues to ensure accurate information and timely reporting.
  • Incident History - Deliver on-demand access to historical information in order to provide guidance for field technicians to triage incidents.

Administration

Keep projects moving in the field by mobilizing administrative tasks such as approvals for purchase orders and purchase requisitions, as well as the submission of expenses, time sheets and more. Consolidated push notifications expedite approval cycle times, even from multiple backend systems.

Did You Know?

Chatbots - A Quicker, Safer Way for Field Teams to Communicate

Mobile offers native voice-to-text functionality which provides field workers a quicker and safer way to communicate with managers at local depots and headquarters. Incorporating chatbot technology into micro apps for safety check updates, service ticket confirmation, and other time-sensitive tasks makes it easy and safe for service teams to update records in real-time.