With mobility coming into the forefront of field services, the volume of data available has increased manifold. But this does not necessarily resulted in an increase in insight for many companies. While business intelligence is important for specialists, it is also imperative that co-ordinators and field service managers have access to relevant and real-time data to make informed decisions. This not only allows an informed decision making on a day-to-day basis, but, also largely affects the effective utilization of resources and meet emerging demands. According to Aberdeen , only 68% of average users are satisfied with the relevance of analytical capabilities to their job roles. Self-serving Business Intelligence Self-serving business intelligence tools that present visually relevant stories are the need of the hour. Gartner has predicted that by 2017, most users will have access to self-service tools for preparing data for analysis.    Relevant & Accessibl...

C ustomer satisfaction is the leading measure that determines the success of any service organization. In a recent report by Aberdeen Research , they enumerate the role of mobility in utilities and telecommunication services in solving critical issues. Power outages, weather emergencies and equipment downtime has serious implications in this industry. Being off the grid is not an excuse anymore. Delays dues to misinformation or errors in paperwork can be catastrophic. mEdge effectively bridges this gap - enabling technicians to update their progress on location. Focus on capturing relevant information Aberdeen has reported that three quarters of service organisations already have a mobility initiative and have seen 81% first time fix rate, 74% improvement in worker utilization and 4% annual improvement in mean-time-to repair . The need for mobility in utilities and telecommunications services is most relevant because majority of the assets are scattered across remote l...

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...