Creating an automated workforce in a business.

Recent mobility technology advances have significantly improved the way mobile workforces are managed. Service level agreement compliance, worker duty of care, and accuracy of service/sales/ asset records are some of the key investment drivers in mobile workforce solutions. The following critical technology elements of a successful mobility deployment are covered in this paper:

• Real-time data for decision support • Intelligent worker routing and alerting • Instant remote worker communication • Simple capture of asset and inventory data • Mobile device reliability in the field • Ease of use through ergonomic design • High-quality imaging, photography and video • Remote mobile estate device management

Real-time data for decision support

Innovations in mobile workforce technology today go well beyond simple data capture and information retrieval in the field and on the road. The core benefits of class-leading solutions are enhanced efficiency and productivity, faster customer response times and a higher level of customer satisfaction.

Improvements start with workforces that are equipped with mobile computers that provide instant access to each customer’s order history, service records, and product service history, as well as inventory technical data and the ability to be directed to the next appointment or task without manual intervention.

In the event that network coverage is unavailable, robust operating platforms and sufficient storage capacity must be provided. It is crucial for workforce management application providers to offer a disconnected service for users to be able to continue to store, manage and retrieve information in the event that connectivity has failed.

Further, pocket-sized mobile computers provide the ability to contact customers directly by phone, text or instant message where required, for example to confirm arrival time or delays. Similar to courier and parcel delivery companies, best-in-class field service organisations have implemented location-based services such as ‘geo-fencing.’ This functionality will be explained in more detail in the next section.

Finally, service and sales organisations can improve cash cycles by recording work completion, service ticket closing and order confirmation using on-screen customer signature capture, which immediately updates enterprise systems. Consider also the positive effects of both accurate and timely invoicing to maximise cash collection and improve cash flows.