Embracing the Mobile Revolution to Future-Proof Your Service Organization

by Ellisen Wang

Whether you like it or not, mobile technology has become a huge part of our lives, and I think it’s safe to say that it’s going to stay that way.

It certainly has made our lives more convenient. But that comes with a few side effects, one of which is increased expectations, which has bled into pretty much every single aspect of our lives.

The field service industry is no exception.

The landscape has become much more competitive. And with all the technological advancements that have emerged over the past year, it has been more difficult than ever for service organizations to keep up with their competitors while keeping their customers satisfied with their all-time-high expectations. ?

So the question is, how can they keep up?

The answer is the exact thing that caused this challenge in the first place:

Mobile Technology

This comes in many different forms like field service management mobile apps, remote diagnostics tools, route optimization software, mobile-based training solutions, and more! These new capabilities have significantly impacted the efficiency of field service technicians, which has led to happier customers as a result.

But there’s still progress to be made.

According to WBR Insights US ’ Mobile Technology and the Field Service Workforce research report (Thanks to ServiceNow and Zuper for sponsoring!), where 100 field service leaders were surveyed, 80% of the respondents have stated that their field service department have implemented a mobile-first strategy for their technicians. However, out of the 80%, only 75% were “somewhat satisfied” and 7% were not satisfied at all.

The reasons for being, at best, “somewhat unsatisfied” can vary. It can be that the mobile interfaces are unintuitive or that the mobile version of their field service management systems lack certain capabilities compared to their desktop versions.

While addressing those issues can certainly help, the real difference can be made by getting direct feedback from the technicians. After all, they’re the ones who are most familiar with the tools since they use them in their day-to-day work life.

Starting from there would certainly be a step in the right direction to futureproofing your service organization.

If you’d like to dive deeper and learn more strategies to give your company a competitive advantage, check out our world-class Field Service events coming up in the future:

Field Service Europe | October 28-39, 2024 | Amsterdam, Netherlands

Field Service Connect | November 18-20, 2024 | Austin, TX

Field Service Medical | March 3-4, 2025 | San Diego, CA

Field Service Palm Springs | April 22-24, 2025 | Palm Springs, CA