Haley Bucelewicz | 10.23.19

In a world where there are over 3.5 billion active smartphones, it’s safe to say mobile technology is a huge part of everyday life. And it’s not just for consumers to use in their free time.

More and more businesses are investing in smartphones, mobile apps, and workforce mobility solutions to empower their employees. This is especially true in field service where workers are constantly on the go, and connectivity and real-time communication with the rest of the organization is essential.

Is your organization ready to go mobile? In this post we lay out some things to keep in mind when choosing a mobile solution for your workforce.

Aim for a Consumer-grade User Experience

Whether it’s for work or their free time, users expect an app that’s intuitive and easy to use—otherwise they simply won’t use it. It’s no secret that consumer expectations are at an all-time high with an abundance of mobile apps and on-demand services that give users what they want at the touch of a button.

The same seamless experience of other mobile apps like Uber and Amazon should be available on work phones too. Here are some examples of what this might mean:

  • Ability to log in with biometrics: Instead of memorizing passwords with case sensitivity and character requirements, users can simply use their fingerprint or face identification. This also adds an extra layer of security.
  • Native apps: Apps that are built natively to the mobile device’s operating system (OS) mean better performance, speed and responsiveness, and a more intuitive experience for specific OS users

Think of User Experience as Employee Experience

With 87% of workers worldwide feeling disengaged at work, it’s becoming increasingly important for organizations to prioritize employee experience. If your workforce is expected to use a mobile solution every day, it’s important that they not only feel comfortable using it, but feel that it’s helping them do their work more efficiently and effectively.

Here are just a few examples of capabilities that enhance user experience for mobile workers:

  • Automation – Automating simple but tedious tasks helps save mobile workers a whole lot of work, while saving the organization time and increasing productivity. For instance, with location-based status changes, a mobile worker can automatically update their status to let the back office know whether they are traveling, on-site, or have completed the job. This way, even if the mobile worker forgets to update their status, the organization will still know where they are based on their location and the time of the task.
  • Simple forms – Like it or not, filling out forms, completing paperwork, and capturing data is part of field service work. Help employees save time with mobile, digital forms that pre-fill data, and allow users to upload attachments and photos. And because the organization and priorities are constantly changing, ensure you have an app that allows anyone to customize forms, no matter their technical knowledge.
  • Map-centric work – Smartphones today are all equipped with GPS functionality, which is crucial for field service. Mobile workers can log into the app and instantly view their daily route and live traffic straight from their phone, so they know what to expect as they move from job to job.
  • Full offline functionality – When on the go, you never know when you’re going to lose service. It’s important that service workers are still able to collect data, view their schedule, and take advantage of their mobile capabilities at all times.

Don’t Forget About Change Management

While your millennial and digital native workers might have a grasp on mobile technology, it’s important to remember those who might not be as comfortable using new technology.

When implementing a mobile workforce solution, make time for change management. Involve the users during the implementation and testing phases, and incorporate their feedback. Ensure there is sufficient training for the entire workforce and include supportive tools and documents for users to look back at when they get stuck.

Check out Click’s New Mobile Capabilities

 

Connecting the workforce and enhancing communication between teams is key to a successful field service operation. With a mobile workforce management solution that’s easy to use, service organizations are one step closer to a real-time service operation, increasing productivity and efficiency, and delivering exceptional customer experiences.

Visit our blog to learn more about the importance of mobility and employee experience in field service.

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