Today’s mobile workforce, which refers to a group of employees providing service in the field, often on-site with a customer, has grown in size and complexity over the years. A key part of the larger desk less workforce, mobile workers require unique tools and processes to successfully deliver products and services to customers. Mobile workers are a boon for companies looking to talent up quickly since it can take days before they can get here.
The Benefits of Mobile Workforce Management
Increased productivity– Years, employees had to make an educated guess as to when they could expect to receive work from a particular company. With mobile workforce management, this doesn’t require any leap of imagination; employees simply install the app and are ready to go when their assigned task is ready. The technology behind mobile workforce management is rapidly evolving; in fact, several different solutions are available today from a wide range of providers.
Improved visibility– Mobile workforce management is personal. It’s about having visibility into your people and their behaviors so that the right issues can be addressed and incidents can be managed effectively.
Enhanced customer experience– Customer experience is a driving factor for any business with a mobile workforce. However, delays missed appointments, and a lack of communication threatens your ability to provide excellent customer interactions. However, its often overlooked that a successful company has a systematic approach focused on improving customer experience through processes such as appointment scheduling, customer feedback management, remote meeting capabilities, and telephony.
Trends and Challenges Shaping Mobile Workforce Management
The mobile workforce has emerged as a key enabler to delivering business agility, providing fundamental tools and capabilities to companies in ways that older processes couldn’t. Focused on the needs and challenges of the modern mobile workforce, this white paper offers insights into how enterprises are managing their mobile platforms and employees as they work more remotely and diversely across silos. It explores how organizations are using mobile workforce solutions to transform workflows and enhance productivity, employee satisfaction, customer service, and productivity.
Data-Based Decision Making– Big data is here to stay. Collecting data on customer history, interactions, preferences, behavior, and so much more brings valuable insight for businesses—but only if you know what to do with it. Big data is like the weather at the beach: you don’t see it necessarily, but you’re more aware of it when you are compared to others. It’s this comparison that provides meaning and value to our day-to-day activities and informs our social interactions.
High Customer Expectations– Customer expectations are higher than ever, and companies that put the customer experience front and center are seeing the most success. Customers who receive excellent service are likely to spend 140% more than those who don’t. Lost in the forward-looking mindset that plagues much of business today is the importance of putting the customer at the center of every endeavor. That means designing products and services that work for customers not just for technicians or marketers.
Software to Help Manage Your Mobile Workforce
As the mobile workforce evolves, organizations must provide the proper tools to help their deskless workers succeed. A modern mobile workforce management solution can collect and analyze key data, streamline communication, automate scheduling, and arm mobile workers with the resources needed to exceed customer expectations.
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