Here’s what I’ve noticed in my ride alongs: Mobile workers often rely on paper forms and have to pick up the phone and call co-workers for help. I see a lot of complexity slowing down mobile workers and preventing them from completing jobs quickly. They often use some combination of six, seven, or even eight different applications, some of which might be on a tablet, a laptop, or a smartphone. This is happening even at companies that have a single CRM platform that enables other teams to go paperless. That’s why it’s so important to include field service when integrating your CRM with critical systems like enterprise resource planning, custom solutions, and so on.
When your field workers are connected to the right customer information and use mobile technology to the fullest, it increases your credibility and helps your company build strong relationships with your customers.
Instead of providing a service level that’s commonplace for B2B organizations, a connected field service team helps you stand out from your competition, giving your company an edge and your mobile workers an opportunity to really shine.