To deliver connected, personalized services that exceed customer expectations, companies must invest in tools that provide information anytime, anywhere, any device to those in contact with the customer. In the survey, nearly a third of the respondents agreed that mobile technology was the need of the hour to ensure increased visibility and continuous improvement.
According to Aberdeen’s Field Service 2014: Access to the Right Information Empowers a Results-Driven Workforce report 70% of the executives are mandated to increase field efficiency. Ability to capture information and relay it to other teams in real time is what will set your field services apart.
Our internal market research corroborates the findings above as we see more and more enterprises in product service, retail, e-commerce & consumer internet striving to bring more efficiency and agility in their last mile through adoption of mobility solutions.
A well-orchestrated field operation is dependent on availability of information at all times to all parties involved - customers,field executives and back office managers. Organisations must aim to resolve customer issues and not just schedule a field visit.