The future of field collaboration : Social

Excellence in Field service is no longer measured by how efficiently a field worker can be scheduled and routed. The focus has shifted to customer satisfaction and companies are focussing on providing collaborative tools for communication now more than ever. As this Aberdeen report rightly points : ‘In 2015, not much moves faster than social media, and organisations have begun to better understand the business use of social to deliver information and resolution.’

With a range of information at hand, customers have more power and have begun to demand improved service. If their expectations are not met, they have social forums to communicate under performance to the world at large.

In a September 2014 survey, 82% companies (n=213) indicated that mobility is to be an important strategic initiative for the next 12 months. This continued development has brought to the fore social collaboration with mobile devices that are in the pockets of most technicians.

Social collaboration on the field is not limited to Facebook and twitter, it extends to product forums,chat, IM and online video which can connect field teams internally. The industry average stands at 56% companies increasing investment to support social channels for their field workers.

The mercurial nature of social makes it a tough task to control all messages and information, which is why it is important to understand that social collaboration brings together customers, the organisation and field teams with another channel to get the work done. The largest advantage will be that companies can train on the fly, provide support from experts with real-time insight on what is happening in the field. It provides an exciting new future for field workers to be an expert in real time.

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