Mobi Blog

Category Archives: Field Service

Empower Mobile Workforce to be Results Driven

Feb132017
mobicorp
Categories: field-service

Does your field service operation have a 92% success rate when it comes to meeting response times per service level agreements (SLAs)? According to this report only the top performers in the industry are meeting that number, which means there are a lot who aren’t fulfilling their SLAs. That puts consumer service companies in a tough spot. The industry as a whole is getting more and more competitive every year as new companies join the market place and customers’ price sensitivity increases along with their expectations. As mentioned in a previous article on real-time driver reporting GPS tracking and location visualization are giving companies a way to keep up with customer expectations. But, of course, the inclusion of this tool into your fleet is only the first step toward remaining competitive nowadays. Getting an edge involves moving beyond location technology. The next evolution of GPS comes in the form of the insight one can gleam from all that data. Information just isn’t worth anything if it isn’t actionable.


With the right tools delivering actionable data it becomes possible to improve the efficiency of daily routing, planning, and scheduling. This has a two-fold benefit. The first part is concerned with preserving the business’s current success in the market, sustaining its customer base by meeting SLAs while also minimizing operational costs. The second is concerned with planning for future demand. Foresight into how resources, be it personnel, equipment, or all the above, are going to be taxed in the future is critical to getting the right technician, with the right solution for the right customer, all at the right time.

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But improving forecasting and planning for future service demand is really only going to come once the major hurdles faced in daily operations are overcome. Moving past the major challenges, namely, cutting costs, increasing field efficiency, compensating for your aging workforce, and a high turnover rate, necessarily comes first. Some questions: if you manage a mobile workforce, are you often dealing with frustrated workers who spend most of their day driving and not servicing customers? Are they passing other company vehicles going the opposite way all the time? Are they filling up your voicemail and inbox with complaints about going out on service calls where the issue they’ve been sent to address requires a different skillset, different tools, or help from other technicians who were assigned elsewhere at the time? Are they quitting because of too many times going it alone, without what they needed to really get the job done and are tired of dealing with angry customers? This is poor planning, and the scenarios described are all contributing to the top business challenges currently being faced out there.

Getting the best of the planning conundrum means getting the best of permutations on top of permutations. Good luck! Companies that service multiple clients (that regularly change) multiple times a day in multiple locations are hard pressed to ever make sense of it, let alone align daily operations with year-end economic, or business goals. However, technology does exist to not only create geographically defined service areas for techs with different experience levels, customers with different demands, SLA defined time windows and other constraints, but the ability to compare the costs of various what-if scenarios and see the impact on a business’s profitability.

Properly aligning customers and field service crews, along with cutting down windshield time improves worker morale and slows employee churn, or even stops it completely. But this can’t be accomplished without the ability to track and measure individual activities. And that ability isn’t going to be worth much if what’s reported on isn’t set against the right business goals. Being able to audit different metrics, like percentages relating to the fulfillment of SLAs means not just having the technology available to help optimize daily routing, planning, and scheduling, but to analyze the results. With this you can empower your field workers. Technicians are not commodities that are replaced with ease and with little expense. Hanging on to them needs to be a core business principle. Otherwise, there’s no chance in hell of meeting that 92% success rate.

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How fit are your field service offerings to face the New Year

Jan022015
Rebecca Teng
Categories: field-service

The start of a new year is once again upon us! 2014 saw technological innovations and rapid advancements. From the introduction of Google’s self-driving car, to 3-D printing, to smart watches, the way we live and communicate is becoming increasingly more efficient — including the world of field service and the solutions that come along with it.

As wearable technology, connected devices, and the reliance on technology become the norm, it’s important to stay ahead of the game in terms of your business. While it’s true that technology can’t replace the authenticity of human interaction and customer service excellence, its benefits are some that can’t be achieved by technicians alone. Connected devices not only send alerts as they occur, but can notify users about problems before they happen. Early issue detection can play a huge role in reducing crisis-level emergencies and the frequencies at which they occur. Additionally, these devices provide critical information about how a system is being used — information that can pinpoint problem areas and cut down on costs from service calls. Maybe it’s time to reevaluate if you haven’t already jumped on the technological bandwagon.

Not sure where to begin in reassessing your organization? Ask yourself these three questions:

  1. How “fit” are your field service offerings to face the New Year?
  2. How well are you capitalizing on sales opportunities from within your field service team?
  3. Are you leveraging technology to the fullest?

The advancement of technology is also leading to customers expecting more in terms of faster and better customer service. And as a field service organization, customer service makes up a large percentage of the overall success of your company. Equipping your technicians with the right tools is an easy way to ensure service success.

Now is the perfect time to reassess your business and analyze whether or not you’re utilizing all the resources available. The benefits of these innovations are moving into the “must haves” list that will help you maintain competitive advantage. Make 2015 the year for change (for real this time)!

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How to Get Connected and Use Smart Phones to Your Advantage

Jun242015
Sarah Boutwell
Categories: field-service

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You’ve heard it before: Everyone’s got a smart phone. It’s important to stay connected today, especially when you’re running a business on a schedule. Smart phones, tablets, and other mobile devices are the tools that help you do it.

Don’t think a smart phone is only good for downloading games like Candy Crush though. What about how it can connect you to your employees and empower them to deliver even better delivery service to your customers?

Not only that, but its fast. One of the benefits of having a real-time connection with your field technicians is the convenience. You log on, you make the adjustment, boom. All done. Easier than writing them a long email about a cancellation or taking 20 minutes to explain a new route on the phone.

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Update arrival times like you update your Facebook status. Yes, it’s totally that easy.

Here’s an example: Your field tech is on the way to make a 3 o’clock appointment. But the customer calls you and says they need it there by 2:30. All you, or a dispatcher, needs to do is make those changes in the app, so your field tech can get the update, change route, and get there on time. Then the customer is happy and you didn’t need to reschedule.

This is the benefit of having a connected fleet and team.

And no matter what kind of mobile device your technicians use, if it connects to the internet, mobi’s field service app works. Streamlining your business by getting connected with mobi.Connect and mobi.Dispatch will make your business more cost-effective and efficient.

Not to mention you’ll be doing less paperwork -- and what business owner doesn’t like that?

Interested in learning more? Click here to get a free demo.

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How To Get The Competitive Edge In Field Service

Feb172014
Rebecca Teng
Categories: field-service

There’s no doubt that there is always room to improve your company to take it to the next level in service. The world of service and technology is rapidly progressing and as 2014 swings into full gear, so are field service companies. While you may have new ideas and goals that have already been set, don’t overlook one more aspect that can really put your company on top, and it may just be the most important: the right field service solution.

Simply taking that first step of acquiring field service software can give your company an edge. According to Field Mobility 2014, 30% of companies are currently using field service software, leaving the other 70% in the dust in the competitive race for service excellence. Companies who are utilizing such software have reported 70% improvement and improved customer services through the ability to gather real-time data and keep their mobile workforce on task. As the use of field service software is expected to increase in 2014, the reported number one feature companies are seeking is ease of use, followed by ability to customize and integrate the system.

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This is where mobi comes in. mobi can give you the competitive edge against other customer service companies through our expertise and refined knowledge on field service solutions and analytics. mobi currently offers ten distinct products to improve the most important aspects of your company. Using mobi’s scalable platform, you not only have the ability to locate your fleet, but you’re also able to calculate cost-effective routes customized to specific business goals, dispatch effectively when things don’t go according to plan, and use analytics helps you see where and how improvements can be made to grow your bottom line. No matter what aspect of your company you’re trying to improve, mobi has a product to suit your needs.

Don’t wait, get your own field service software now and get ahead of the game to help grow your business. For information on mobi’s field service solutions and analytics, visit http://www.mobicorp.com/

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The American Dream Is Closer Than You Think

Apr282014
Rebecca Teng

The “American Dream” just got a whole lot closer to reality: meet Joe the Plumber.  Joe is the star of mobi’s new feature short, The American Dream.  Our team here at mobi has been hard at work over the last several months, writing, editing and creating this new animated short to bring to life what mobi is all about.  Located deep in the heart of Texas, in none other than the capitol city of Austin, we follow Joe’s story as he utilizes mobi’s planning, location, and analytic software solutions to grow his company from a small business into a thriving enterprise.

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It’s easy to see how mobi’s solutions streamline Joe’s day, from planning employee schedules to finding cost efficient routes, so Joe can focus on what’s really important like building his company.  With mobi, Joe is also able to easily adjust for unplanned changes, know where is his team is at any time, as well as evaluate business and employee performance.  Not only is mobi saving Joe time, but also ensures his operational decisions are cost-effective.

Here at mobi, we like to keep things as simple and down to earth as Austin itself.  Let mobi help you straighten out your business (and your life), to bring you a peace of mind and to take your company to the next level.  If you haven’t already, pay Joe a visit and see how mobi’s location-based solutions has given Joe the balance he was looking for (and we’re not just talking about his bank account).  Then check out our ROI calculator to put into perspective exactly how much you could be saving with mobi.

Give mobi a call today at 1-877-943-9433.  You have got nothing to lose, except maybe the American Dream.

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Converting Your Service Operations into Revenue Gains with mobi

Apr042014
Christina Ibarra
Categories: field-service

Service operations have become an important revenue source for many companies.  In an unpredictable economy, providing quality service can even the playing fields of both your company and industry as well as support productivity when actual product movement is slow. Many service companies deliver similar products, but what earns routine business at the end of the day is the best customer service and treating a customer with care as opposed to a slightly more advanced product with no interest in what the consumer wants.  When this happens, profitability becomes a matter of increasing efficiency and reducing operational expenses in order to yield gains.

According to Transforming Service into a Revenue Machine, 58% of organizations were managing service for profit rather than for cost in 2012. The report also shows that the amount of overall revenue driven by service operations stands at 39% and is expected to rise an additional 9.8% within the next year, aligning with the fact that customers are valuing the caliber of service they receive more with time. This shows that a focus on service for returns allows companies to see a substantial pay off in customer retention and revenues instead of new customer acquisitions.  A few more ways of driving more service-based profits are through contract renewals, cross-selling, upselling, and warranty renewals.

Organizations with the highest performance in the service sector have achieved success by identifying key business areas within their company to improve.  Such solutions designed to improve these key business areas involving field service operations encompass many business and logistical facets including mobility and management of knowledge and performance as mentioned, as well as planning, routing and real-time GPS tracking. By using advanced technologies and concentrating on these aspects, service organizations are able to boost sales and customer loyalty while improving efficiency and profitability, reducing operational costs and capitalizing on revenue-generating opportunities.

Cue mobi. In this constantly shifting economy with ever-changing business needs, mobi’s outstanding service, cost-effective products and modular approach make it easy to meet your company’s unique needs and measure results. Use mobi solutions as part of your strategy not only to achieve increased performance and revenue competitive advantage, but improve first time fix rates that lead to higher customer retention.  Management instantly knows the impact that customers and drivers have on their revenue and cost for any given day, and can also identify who is exceeding expectations and where training might be helpful for others.  Each business is unique and has its own challenges, but providing quality service is proving to be the competitive advantage.

For information on mobi’s field service solutions and analytics, visit http://www.mobicorp.com/

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