Mobile Enterprise Access Optimizes Field Service Potential

Mobile Enterprise Access Optimizes Field Service Potential Field service heavily impacts the customer experience, and is a process that needs continuous attention and investment to improve productivity and foster long-term customer loyalty. 58% 62% 40% of personnel of field service of all interviewed chose members of the TSIA* companies tablet computers as the have approved budget surveyed have technology they'd like room for adding budgeted to to invest in over the additional dispatch add mobile next 6-12 months.4 and mobility tools.5 tools this year. 5 Investment priorities for mobile technologies:? Sales 48% $$$$ $$$$ Dept. 42% Field $$$$$$$$$$$$$$$$$$$$$$$$$ $$$$ Service $$$$$$ 34% Customer $$$$ $$$$$$$$$$$$$$$$$$$$$$$$$ $$$$$ Service 10) 34% $$$$$$$$$$$$$$$$$$$$$$$$$ $$$$ Marketing 63% of Best-in-Class organizations invest in mobile tools to provide technicians with better access to information in the field.3 Companies in the Best-in-class league who use mobile technologies in the field experience:3 First-contact resolution/ ROI within two years 90% 51% first-time fix Service profitability gain 15.7% Workforce productivity gain 15.5% over the last 12 months over the last 12 months Are you fully utilizing your field service workforce? When field engineers, technicians and field service reps have access to enterprise data sources, companies gain optimal efficiency and cost-saving benefits, including: Accurate account information immediately quickens response and decision-making in the field. Improves work flow by expanding employees' field service capabilities. Lowers revisits and betters customer experience. Maximizes productivity. illl Reduces costs by eliminating paper work and return visits. Boosts efficiency by streamlining communications and eliminating paperwork. Evaluates real-time work status, technician location and performance outcomes. Exceeds customer satisfaction expectations by providing first-time resolution or time efficient service. Reduces administrative support and non-productive unbillable work time. Increases revenues by capturing precise on-site data and immediate invoicing. Utilizes camera and photo attachment features to document U site location and provide before and after pictures. Swift Swift MEAP mobile development platform securely extends the reach of your enterprise software including ESB, ERP, CRM to native apps for iPads, iPhones, BlackBerry MEAP and Android devices. Visit swiftmeap.com to learn more and try the demo app with your preferred device. Sources Citrix Global Mobile Workstyles Index Survey (2012) 2 Forrester Research, Inc. 3 Aberdeen Group Field Service (2012) 4 2012 Field Service Benchmarking Report by Worldwide Business Research 5 SmartVan (2012) * Technology Services Industry Association