The FSM market is estimated to reach $3.5 billion by 2019 in global worth. And the companies who will lead this growth are the ones enabling business-wide mobility to help their employees take advantage of greater agility, transparency and communication in the field.
Where we are today
It may come as a surprise, but 52 percent of companies are still using paper driven processes to handle field service.
More than ever, customers expect a personalized, quality experience from field service. They want to know exactly when their product will be serviced and who will carry out the job. And if something’s wrong – they expect you to pre-emptively know about it.
It’s the age of the customer and field service needs to give them exactly what they want. How? By adopting an agile, flexible, and scalable mobility model to enable your field personnel to:
- Deliver better customer experiences
- Improve service efficiency and first-time fix rates
- Analyze and apply customer and technical data
- Increase operational productivity and revenue
Go mobile agents go
Sending your field agents out blind can lead to a whole barrage of problems. Slow service, miscommunication, inventory gaps – they are all avoidable with an effective mobile resource management tool.
Nobody would ask a technician to fix something internally without access to the relevant inventory or asset information – so why should they go without on the road?
Mobile has the power to redefine how your field service agents work. With mobile access to data and apps, such as digital forms, your technicians can engage with customers on the go, digitize customer paperwork and receipts, process payments remotely, deliver self-service options through video chat, enable greater transparency with peers, and even use augmented reality to aid the precision of each repair.
And with everything available at the technician’s fingertips – no one needs to be left in the dark.
Is a traditional mobile approach out?
Enabling greater field service mobility via a traditional mobile approach would require a contractual data plan, premium investment in (likely outdated) mobile devices and the hiring of new IT staff to help manage mobile devices and applications.
With an as-a-service approach to mobility, you can deploy the technology your service people need without the long-term contractual requirements. No CapEx models, no costly devices to replace, and no hefty, monolithic server demands.
And thanks to the growing presence of cloud-based services in mainstream culture, introducing new, collaborative tech to your service employees is a breeze. Your technicians are proficient at using tablets and mobile devices and want to be able to use it – if only to make everyone’s life just a little bit easier (and yes, that includes your customers).
A mobile future
The future is about scaling on demand, enabling greater operational agility and flexibility, and giving your customers exactly what they want, when they want it.
With an as-a-service mobile strategy, your people will be equipped to deliver exactly that.
Hear what analyst Zeus Kerravala has to say about mobilizing your field service workers in this webinar.Back to all blog posts