We tend to juggle multiple activities during the day by placing high expectations on ourselves. To complete
all daily tasks, we constantly focus on improving our productivity. The situation is similar with service
organizations. Service organizations are constantly looking for ways to make their staff more efficient,provide better service to their customers and improve profitability.
More recently, service organizations have begun to recognize the importance of integrating mobility solutions
into their corporate strategy. From the head of operations to sales personnel, mobility benefits everyone by
extending productivity beyond the confinement of the office. According to Gartner, by 2018, 70% of mobile
workers will use a tablet or a hybrid device with tablet-like characteristics. Aberdeen Group predicts that
63% of leading service organizations will invest in mobile tools as a key strategy to improve field service
Mobility helps service organizations resolve issues faster, enabling them to attend to service requests
immediately and fix faulty parts on time for their customers. This prompt response has a high impact across
the ecosystem of the organization - from field service technicians to service managers, business managers,
executives and customers. An effective mobility solution can improve overall productivity by 30-40%, and
profitability by 20-25% for the service organization.
This paper addresses the significance of field service mobility, drawing upon RapidValue’s experience helping
companies succeed in the rapidly evolving mobile landscape. It first examines the life of a service technician
without mobility, including the challenges technicians face on-site and problems customers face due to
delayed service. It then describes the critical features that should be part of your field service mobile
application, and factors to consider when making a decision. The paper also examines a real-life scenario
that puts the concepts described here into practice.