As this technology became available, common, and inexpensive, many business leaders understandably questioned the value of the status quo office situation. They realized that implementing mobile work capabilities could provide benefits to all parties involved: The company would benefit from productivity increases, employees would be able to work more flexibly, and customers could have their needs addressed more efficiently.
As usually happens in the business world, the success demonstrated by these forward-thinking organizations encouraged other companies to follow suit. Soon the concept of the traditional office was being challenged across the world. In 2015, the U.S. mobile worker population numbered an estimated 96.2 million, and is expected to reach over 105 million by the year 2020. To keep up with this trend of on-the-go work, companies are transitioning to mobile-friendly work solutions, management, and analysis.
With nearly 100 million people across the country working remotely, all companies need to ensure that the proper procedures are in place to allow their mobile workforce to operate effectively and efficiently. Many executives have discovered that if you simply enable your employees to work in a mobile capacity without a clear plan and a set of helpful tools, you could end up with a disorganized mess.
Clear, reliable channels for communication, asset coordination, and easy access to data all play crucial roles in the effectiveness of your mobile workforce, and most mobile workforce management solutions are specifically designed to address these needs. In addition, you have to be able to measure the impact that your mobile employees are having on the company and customers. Any high-quality mobile workforce software should have a robust system in place for collecting and analyzing data for productivity metrics.
It’s obvious that the trend toward a mobile workforce isn’t reversing itself anytime soon, which means that nearly all organizations are going to have to determine how mobile workforce management can best benefit them at some point in the future. In order to get the most out of your system, it’s helpful to search for solutions with the specific needs of your company in mind. General promises of increased productivity are nice, but micro-features that cater specifically to your operations are the key to ramping up your mobile workforce.
For instance, if your mobile employees are required to carry expensive assets on the road in order to serve customers, you may require a solution that is centered around asset management and has strict controls in place for employee accountability. If improving the quality of mobile work projects is a primary concern, then you can look for mobile workforce management software that allows you to easily monitor the status and quality of remote work.
A big component of maximizing the productivity of mobile employees is making sure they have consistent access to everything that they need in order to do their jobs just as effectively as they would in a physical office. Product information, inventory levels, order statuses, accounting information, and more data points should all be available to them through your software system.
Not only does this enable your employees to respond to customers quickly and accurately, but it also empowers them to present a seamless, cohesive experience for the customer throughout their relationship with your company.
The more we learn about the work habits of highly-effective employees, the more we discover that everyone operates differently when it comes to optimal productivity. Some people excel at catching up on small tasks throughout the day during their down time between appointments or client meetings. Others prefer to let more menial tasks accumulate throughout their workday, and will sit down at the end and knock everything out at once.
Mobile workforce management software allows you to pay attention to how your team members do their best, most productive work, and it gives them the proper tools they need to get things done. Imagine being the employee who loves to complete tasks as needed, but not having access to the appropriate databases while you’re waiting in your car for your next appointment. This software eliminates that issue. In addition, you can use productivity metrics to coach employees on finding other methods for improvement if they aren’t consistently reaching their goals.
Increasing the productivity of your employees through mobile workforce management is usually a worthy goal unto itself, but you can’t forget that the core of the solution needs to be based on delivering quality work to your customers. Ultimately, they will be the most affected by whether your mobile work strategy is effective or not, so any system you choose to implement should be selected with the customer in mind.
Software developers have recognized that quality control is a serious concern for many organizations that employ a mobile workforce, and they have engineered tools that make it possible for management teams to monitor remote projects and conduct assessments from any location. Your customers can rest assured knowing that they’ll get the top-level work they paid for, and you and your leadership team can make adjustments as needed based on data from the job site.
Aligning an innovative and cohesive customer experience with your business goals is a great way to gain a competitive advantage in a crowded market. Customers want to be taken on a journey that is customized to their habits and focused on their unique needs, and they expect a consistently high level of service from your company representatives even when they aren’t in the office.
New technology allows for mobile sales professionals and service technicians to have access to an unprecedented amount of information concerning the customer’s entire history with the organization, freeing them to deliver an exceptional experience with every interaction. Mobile workforce management software can also help you match technicians with particular skill sets to specific customers who need them the most, and you can provide customers with the ability to schedule appointments with representatives anytime. Having a well-equipped mobile workforce is the key to being able to strengthen your customer experience and drive sales growth.