In 2016 field service research, The Service Council found that the worst part of a field service technician or engineer's day was administrative tasks, time spent looking for information, and feeling isolated. These front line service workers often leverage mobile tools to efficiently execute service work but also gain and provide access to insights while in front of a customer or machine from these tools.
Mobile tools have been leveraged in field service for some time now, but there is still a challenge with getting technicians the right information at the time they need it to solve customer issues. Furthermore, service leaders still struggle with gaining buy-in from the field team to use these tools to maximize the value of the investment. Succeeding in solving both sides of this equation is how Field Service Champions not only improve service execution but also achieve profitability goals associated with service.
On October 5, TSC shared some findings from its 2017 Field Service benchmark and host a discussion on current trends in mobility. Joining TSC's Aly Pinder were service leaders from BUNN and Canon who shared varying stages of their mobile journey to support their field service teams.
The discussion focused on:
- The macro trends impacting invesments in mobile tools
- What capabilities provide the most value for the field team
- The impact/results of mobile tools on productivity, profitability, and the customer experience
- and more...
Is your field service business exploring mobile tools for the front line? Listen to our on-demand webinar to find out how Service Champions excel.