Best-in-class companies are capitalizing on mobile technologies for field service operations to drive margin, top line revenue, and customer retention for their organizations. The process of implementing a mobile field service software does require careful evaluation to help companies optimize integration with existing ERP solutions and realize maximum return on investment.
Leverage existing and new technology to synchronize four service pillars
Businesses that are building ties between service and logistics are working towards consolidated “command centers” that overlay parts and technician planning and tracking systems and serve as a unified front end for visibility and exception handling.
In addition, leading businesses are exposing inventory management capabilities to field workers through mobile devices. In this model, field technicians can report parts usage data from the field. The system then automates the process for restocking vehicles by monitoring parts usage and adjusting stock counts.
Businesses that have already deployed Enterprise Resource Planning, order management, or CRM systems are well-positioned to add mobile field service software functionality. These internal systems house critical customer and product data that is best leveraged by field technicians. When evaluating service technology providers, businesses, in particular mid-market companies – should ensure that full integration with existing systems is possible.
Address process deficiencies before deploying technology
Without exception, businesses following their partner’s best-practices recommendations understand that changing an aftermarket service operation from a tactical cost center to a strategic profit center has as much to do with creative and efficient business processes as it does with technology selection.
The implementation and rollout of a mobile solution should be designed around proven best business practices.
Clearly define requirements and success criteria before evaluating technology solution
The adage about an ounce of prevention also holds true for planning a service transformation. To select the appropriate technology solution and continue to derive maximum benefit from it over time, businesses must take the time to document and prioritize their requirements and criteria for success.
For a business seeking a high-speed, remote service platform that provides a rapid time to benefit, the essential components include:
- Rapid deployment with manageable costs and an expedient installation period
- Ease of use that minimizes training requirements for service technicians
- Few or no additional administrative requirements