The benefits of having a mobile workforce management solution to help provide a better customer experience is a topic of frequent discussion.
However, most of the advice focuses on the new expectations that customers have about the service driven by the "uberization" of people's daily lives.
While this is true, there are 2 other areas that should be emphasized around the benefits of the mobile and customer experience.
A committed employee offers a better service
The impact of unencumbered employees in an organization is dramatic. Uncommitted employees cost the economy billions of dollars a year.
They also affect the capacity of your organization by blocking a superior customer experience.
In fact, Gallup found that companies in the top quartile of employee engagement experience 10% higher customer ratings.
Getting and keeping employees engaged is not an easy task, however, an area that has been shown to help impact commitment is the use of current technology, such as mobile devices.
The use of mobile technology affects employee engagement in several different ways, including:
Collaboration: mobile devices provide a channel for technicians to interact with other colleagues and provide a connection to the office to help solve problems and receive advice. The factors that drive greater participation, such as the way employees feel about the work they do, are affected by greater collaboration. A mobile device is a key tool to increase collaboration.
Information: Having the complete information in a job allows the employee to interact better with the client to help him solve his problem. Mobile devices can provide the technician with updated customer information, the ability to communicate with a customer, detailed information about the work itself and the ability to show its location and ETA. All this information provides a higher level of comfort and control over the situation. These factors help increase employee participation, as they have the information to properly handle the work and increase the likelihood of a pleasant interaction.
A report from Aruba Networks found that 73% of employees using digital tools reported a positive impact on their productivity and 70% cited better collaboration.
Field service organizations must eliminate manual and inefficient processes to help boost engagement and a mobile workforce management solution can be an important part of this effort.
Learning and development opportunities
Providing continuous learning can help accelerate the time an employee becomes productive and also helps drive deeper commitment.
For example, this report found that 52% of high-commitment companies have employees who spend an average of 31 to 50 hours learning per year compared to only 20% of low-commitment companies.
In addition, with more millennials entering the workforce, learning must become a priority, since Galupup discovered that 87% of millennials say that professional development or career growth opportunities are very important for them in a job. .
With mobile devices, organizations can implement customized courses to help train and involve employees, even when they are not in the office.
Completing work in a timely manner is important to control costs
However, not all technicians are as competent as they should be and they may need to spend more time in an installation or repair.
The key is to try to identify who could be lagging behind and could use some training to catch up faster.
By tracking the individual duration of work, you can detect employees who may need training. For example, Margarita joined the organization 9 months ago.
By tracking the duration of your work, you can see that it is taking 20% more time than other technicians with similar experience to complete an installation.
Given that facilities are an important revenue engine, it makes sense to provide Margarita with additional training or tutoring to increase her performance.
The use of mobile workforce management solutions focuses primarily on improving productivity and customer experience.
Not all employees have the same level of experience and skills. As the generation of baby boomers retires and new workers assume these roles, it is extremely important to train new employees to provide good customer service. A mobile device can help in two ways; delivery of mobile courses and use of data to track the duration of work to identify training opportunities.
