Best-in-class organizations are turning to mobile field service tools and solutions to empower their field technicians with access to timely and accurate information and workflows. This increasing interest in mobility is aimed at improving productivity and customer service while lowering costs, according to a recent report titled Trends in Mobile Field Service: Empowering your Field Technicians to Deliver Better, Faster Service, published by the Aberdeen Group.
"Our research is tracking a heightened interest not only in the purchase of mobile devices but also in the investment into mobile workflows and functionalities enabled by fully connected applications," says Sumair Dutta, senior research analyst, Aberdeen Group. "Respondents indicate that 67 percent of their workforces are equipped with a mobile device, as compared to 59 percent in 2008, and highlight increasing interest in providing technicians with vital work order, scheduling, parts and contract management information on these mobile devices."
The report also finds that leading service organizations are nearly two times as likely as all others to be leveraging mobile field service solutions with integrated work order management, scheduling and navigation capabilities. In addition, leading firms are significantly more likely than all others to actively integrate captured location information and intelligence into their contract and parts management systems to drive overall service delivery efficiency.
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