If ever there was a role made for mobile technology, it’s a Field Service Technician – the ultimate mobile worker. Mobile Field Service places customer information at your field technicians’ fingertips, whatever the task and however remote the service location. With access to customer details and service activity information, your technician arrives on site armed with everything they need to effectively perform and complete the service call, capture signatures and identify new work or move on to the next service location.
Mobile technology in itself has transformed significantly over the past several years. Devices are lighter, faster, can host powerful applications, offer many levels of ruggedness in a wide variety of forms and have affordable price points to choose from.
When choosing a superior Mobile Field Service Solution, one should ensure the following feature set is available:
1. 360 degree view of information in the field, including:
- Full customer, name address and contact with direct links to map sites like Google and Bing
- Access to past service history (by any technician), work order details and agreement specifications
- On-site equipment status, location, warranty, service agreement and condition and details of any past repair work performed.
2. Easily clock in/out to automatically record time sheets (dispatch is notified when the technician is onsite) and capture work related expenses for reimbursement which reduces time spent on paperwork.
3. Work in a connected or disconnected mode. If a technician loses connection (works in a basement, tunnel, underground etc.), the user friendly experience should continue to operate and allow the technical to complete his/her work. The solution should automatically sync once connection is reestablished.
4.Secure signatures for work completed and email service activity, completion reports and invoices while on location.
5.Attach any file type like pictures / videos from the device to be included with the Service Call record.
6. Support multiple platforms like Apple iOS, Android and Microsoft Windows. Updates should be self-managed through the device.
7. Capture additional service call work opportunities while on a job with self-assignment or directed back to dispatch to assign. Identify opportunities for potential work, such as additional services, while on location, which will be relayed to sales to generate additional business.
8. Be prompted to walk through the tasks required to complete an inspection or maintenance procedure. Enter numeric readings on site, eliminating the need for handwritten logbooks and reports and significantly reducing the amount of time spent documenting routine information
9. Track inventory parts usage to ensure truck levels are accurately maintained and customers are charged for parts when applicable.
10. The mobile solution should be an extension of your back office system. All data, customer comments, technician responses, details on parts usage and attachments need to be communicated as quickly as possible to the back office system. Top performing organizations excel by making this valuable information available for all appropriate teams to help improve on future products and services.
Below is a sample Mobile Field solution screen captured on an iPhone.
Connecting with your technicians in the field, though mobile technology, is a natural extension of our device capabilities. We are utilizing our smartphones and tablets more and more every day. The generation growing up now ONLY knows a world where they have constant Wi-Fi connectivity. As they enter the field service workforce, the next generation will expect mobility to be the norm.