.FLYINGHEAD KEEPING SCORE ON MOBILE SOLUTIONS
.TITLE Enabling mobile field service applications
.AUTHOR Dale Troppito and Dawna Paton
.SUMMARY In their last column, Dale and Dawna showed there’s no standard off-the-shelf, ROI calculator that works for a generic mobile solution. Each mobile solution delivers benefits that are highly dependent on the type and configuration of the system and the industry that’s using it. In this column they specifically address mobile field service applications and how they apply to the enterprise.
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As we discussed in our last column, there’s no standard, off-the-shelf, ROI (Return On Investment) calculator that works for a generic mobile solution. Each mobile solution delivers benefits that are highly dependent on the type and configuration of the system and the industry that’s using it. Our mission for the next several columns will be to inventory the value drivers for leading enterprise mobile solutions. This column will deal with mobile field service applications. Enterprises are finding handhelds to be an effective tool for connecting the field service force to corporate headquarters. Let’s drill down to find out why this is so.
.BREAK_EMAIL Tap here for the rest of this important story.
.H1 Defining the field force
Many enterprises require field forces to implement tasks that absolutely require their physical presence at the work site, customer site, or point of incident. There are numerous examples of field service functions, but there are four top categories.
.H2 Field data collection
Many enterprises need to send staff out to the field for the sole purpose of retrieving data, usually tied to a particular timeframe. For example, utility companies need to capture data readings from electric meters. Retail manufacturers need to monitor how well their retail distribution channel is moving product off the shelves and complying with brand and promotional marketing programs.
.H2 Site inspections
There’s a huge class of mobile solutions that require an enterprise to send out a field inspector to view and assess a site. Buildings must be inspected for safety or code compliance. Construction firms need to send their project managers out to the field to inspect the progress of a building under construction.
Site inspections always require the inspector to collect data concerning the site and note outstanding issues. Corporate headquarters needs to have this data in hand on a near real-time basis to assure that management has an accurate handle on all its field activities and projects.
.H2 Incident reporting
It’s often difficult for an enterprise to accurately assess an incident remotely; sometimes they just have to have a staff member on the scene to make an assessment firsthand. Local town governments often equip dog officers, emergency medical services, etc. with handhelds for on-scene data collection. And it’s become common practice for police departments to equip their officers with handhelds to capture data literally at the scene of the crime or infringement.
.H2 Field repair
Companies, particularly those that manufacture high-ticket mechanical or high-tech equipment, need to support their products with field service organizations. Field service engineers must have daily work orders clearly communicated to them.
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They also need "any-time" access to replacement parts inventory, and the ability to order parts required to complete the repair ticket. Corporate headquarters needs to keep track of their remote workforce, as well as the status of all field repair work.
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.H1 What’s the up side of mobile field service?
The advent of handhelds has been nothing short of a blessing for enterprises with remote and mobile field forces. Handhelds have become the reliable tether between the field force and the central corporate office for all communication and data exchange. There are a number of obvious — and not so obvious — benefits common to most field service mobile solutions. Let’s take a look.
.H2 Improved data accuracy
Without handhelds, field forces rely upon paper to manually record captured field data. Handwritten data is then transferred to the central office to be transcribed and keyed into the central corporate data repository. Paper, being a passive instrument, can’t apply data validation checks as the data is entered. Paper can’t alert the field member if the data record was incomplete. And paper can’t insure legibility of the data that’s captured.
Handhelds overcome all these weaknesses. In addition, the need to reenter the data into the data repository is no longer necessary. Eliminating this step avoids a major opportunity for additional data inaccuracy creep. Paper fosters an error-prone business process. And let’s face it … it’s difficult to make smart business decisions using bad data!
.H2 Lower field service costs
The field data inaccuracy problem often leaves no recourse but to send a field service member back out to the site to recollect the data. In addition, paper is easily lost and damaged, further fueling the need for repeat visits to the field. In terms of expense, lost opportunity, and staff productivity, this is an expensive proposition for an enterprise.
.H2 Lower shipping costs
Believe it or not, a considerable amount of data collected in the field is actually shipped to central headquarters via shipping and courier services. A large field force making daily express shipments of sizeable data packets can reach well into the 6-figure territory annually! Such data transportation cost is avoided with handhelds because data is electronically transferred.
.H2 Avoided administrative costs
Field data that’s transferred electronically doesn’t need to be transcribed into the corporate data repository. The administrative staff cost associated with this task is totally eliminated.
.H2 Increased field force efficiency
Field force handhelds are a two-way communication device. Each field member can download their daily work docket and be prompted in real-time of docket changes. Corporate data regarding customers, their service contracts, and parts inventories is readily available. This makes the field force far more efficient. The end result is an enterprise can typically accomplish more work with the same or less field staff — representing a bottom line savings in staff cost.
.H2 Better business decisions — Stronger project management
An enterprise that has a real-time connection to the field force is in better touch with its business. This improved business intelligence leads to improved business opportunities and lower liabilities. When field problems are reported in an accurate and timely manner, the opportunity to compound further expense is nipped in the bud.
For example, a building inspector with a handheld device has all the tools necessary to correct a construction mistake. Using the handheld, specifications are viewed, punch lists created, cost estimates calculated, subcontractors contacted, and corporate headquarters accurately apprised. In short, the cost of a mistake is minimized.
.H2 Increased customer satisfaction
An efficient field force team and accurate data reporting frequently leads to happy customers. Happy customers often want to buy again and want to buy more. Therefore, it’s common for enterprises with deployed mobile field force solutions to see an up-tick in customer up-selling, cross-selling, and contract renewals.
.H1 What’s the down side?
Well, there really isn’t one. This mobile solution category is a no-brainer folks! Simply stated, handhelds are plain good business for any enterprise with a mobile workforce. Handhelds are an indispensable tool for the field force to be intrinsically connected to the company and transform the workday from a sea of paper forms and sticky notes.
.H1 What’s up next?
For our next column, we’re going to discuss a special sector of mobile solutions for the field force: field sales. Handhelds are revolutionizing how sales organizations develop and close business, and how enterprises track their business opportunities.
While we thoroughly enjoy pontificating on our personally selected topics regarding Mobile Enterprise Solutions, we’d like to establish an interactive relationship with you, our reading audience. Monologues are not us! We’d like to invite you to send your questions, opinions and topic suggestions on mobile enterprise solution value delivery to dtroppito@computingunplugged.com. We’ll do our very best to respond expeditiously in our upcoming columns. Looking forward to hearing from you!
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