Today, thanks to the rise of the Internet and mobile technology, customer relationships have evolved into complex, multi-layered interactions—much like a finely cut diamond. Consumers are now more connected, informed, and demanding than ever before. Field service mobility is not just a trend, but the way to go! And in order to stay ahead, businesses must equip themselves with efficient, always-connected tools to meet these new expectations.
According to a Service Council study, 99.5% of field service technicians use mobile devices in their daily operations. While laptops are the most common, smartphones and tablets are also widely used. These devices empower technicians by making them more independent, productive, and efficient. The most frequently used features include email, messaging, and navigation tools, but technicians also appreciate having instant access to service manuals and knowledge databases while on-site.
Digital transformation is the key
At the same time, the field service workforce is undergoing a generational shift, largely driven by the increasing presence of millennials in professional environments. It’s well known that this generation, and the ones that will follow, are “mobile-first” in their approach to technology. As a result, they will expect the same level of automation and digital integration in their work environment that they already enjoy in their personal lives—specifically through smartphones, tablets, and social media platforms.
With millennials expected to make up nearly 50% of the global workforce within the next four years, it is clear that businesses must embrace digital transformation. This is why field service mobility is a must. Not just to attract and retain young talent, but also to cater to a growing customer base that will increasingly consist of digital-native consumers.
To remain competitive, companies need to start redefining the way they interact with customers in this digital landscape. The best way forward is to adopt cloud-based systems and embrace mobility as key elements of business strategy. In other words, make field service mobility one of the key elements in your business.
Mobility: placing the customer at the core of business processes
The increasing mobility of both customers and employees has reshaped business interactions throughout the entire customer journey—from marketing and sales to service delivery and after-sales support. This shift has made it necessary to rethink the roles and responsibilities associated with each stage of the process.
Thanks to the Internet and mobile solutions, customer relationships are no longer linear; they have evolved into complex, interactive engagements where clients are more connected, better informed, and have higher expectations. However, field service mobility also creates an opportunity to improve the perception they have of your brand.
With instant access to information, employees can communicate more effectively and contribute to data management and decision-making. Establishing clear boundaries while allowing greater autonomy leads to enhanced productivity and operational efficiency.
Cloud-based solutions: the future of field service management
Tools like Synchroteam are paving the way by offering a highly efficient, cloud-based field service management solution. This technology allows businesses to increase customer satisfaction while simultaneously reducing operational costs.
By delivering relevant, real-time data in the right context (eliminating the need for phone calls and spreadsheets), automating workflows, and equipping management with instant operational dashboards, Synchroteam provides a clear overview of company activities at all times. This is simple field service mobility done the right way.
Field technicians start their shifts with a clear, up-to-date task list, which dynamically updates throughout the day to reflect any schedule changes. They also have the ability to coordinate directly with dispatchers, adjust their agendas, and reassign tasks to optimize availability. Based on our experience, businesses that implement Synchroteam have seen a high productivity increase in daily task completion.
It is precisely this type of cloud-based solution that will empower your business to meet the expectations of both your customers and your future workforce in an increasingly digital and mobile-driven world.
But don’t just take our word for granted: download the Synchroteam free demo and see for yourself!
