Thursday, 4 December 2014

3 changes in Enterprise Mobility & Field Service Management - 2014

3 changes in Enterprise Mobility in 2014

Enterprise mobility remained a buzzword in IT for most of the year. With most CIOs recognizing mobility as the power to transform business processes, improving efficiency and productivity and hence, high on list of priorities according to Ovum’s trend-to-watch report.

→ Multiple screens but mobile first

As predicted, mobile workers commonly used multiple screens to get their job done and collaborate with colleagues back in the office. But, mobile first trend matured as mobile devices became the first point of contact between enterprises and its customers, suppliers and employees. Combined with social and cloud applications this has brought in new ways of functioning among mobile workers.

→ The driving force? Apps!

Enterprise mobility moved away from e-mails to managing core tasks on mobile devices. Apps were driving the evolution as a core part of the enterprise IT application stack. It is no longer a pure mobility problem but has become a part of IT management task to provide slicker UX, secure access content and BI implications across marketing, advertising, sales, service and customer management teams.

→ $244 million to touch $1 Billion by mid- 2015 : Enterprise mobility in India

After e-commerce, e-education and e-health saw mainstream adoption with rapid growth in internet users. IoT (Internet of things) and the hype around KNoT(Konnected Network of Things) is reaching a peak and is at the brink of realization according to Zinnov’s prediction.

Whether it is to help mobilize internal teams or collaborate with partners or make people to be more productive, organisations increasingly realize that an enterprise mobility strategy is a must.

Enterprise Mobility by Vitamap

3 trends in Field Service in 2014

With enterprise mobility gaining popularity, field services are getting ready for a face-lift in most enterprises. Businesses are evaluating their preference of mobility and paperless enterprises over paper forms, clunky IT systems and traditional file cabinets. Firms looking to optimize operations with mobility were focused on three best practices ; information when they need it, inventory when it is required and direction with visibility from the field.

mEdge #befieldsmart

A September 2014 survey by Aberdeen group shows leaders in field service (out of 213 surveyed) have moved away from paper

→ Information on demand

Field workers are getting used to recalling relevant information at the touch of a button on their mobile devices. Mobile field software provides technicians with remote access to information such as :
  • Customer/Contact Info
  • Scheduling Details
  • Equipment/Asset Details
  • Service History
  • Payment Collection 
The technician knows who,what,where,when and why and in some cases the how of it. Help is available through cloud-hosted content in the form of tutorial videos or in some cases live assistance from his colleagues back in the office or elsewhere.

→ Inventory Management & Spare part requests

Field force mobility has fostered real time access into spare parts consumption and stocking by technicians in the field. The field worker is able to check availability, update requirement/usage of parts at the push of a button fostering a sound inventory management practice.

Enterprises are able to use the data recorded for further analysis to answer questions such as :
  • Which parts or pieces of equipment lead to the most work orders
  • Which parts are being over-allocated
  • Which parts are considered non-stock parts
  • Parts and inventory values

→ Task Management

Detailed access to task management has given coordinators new insights into their field counterparts’ operations and functioning. Smartphones with inbuilt GPS capabilities has made it easier for co-coordinators to track field force and create interactive, dynamic and quick response teams focused on service excellence and customer delight.

As field-force mobility technology matures, enterprises are gaining better insight into areas that were blind-spots earlier. A more granular view of tasks, better inventory management and providing right information at the right time has allowed enterprises to stay focused on their core business & service operations.