#mobile technicians

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by Christopher Esselborn

The number of technicians that any one field service business employs ranges greatly; one common characteristic common to all is the workforce resistance to change. As managers we have to be sensitive to a lot of different personalities and if you’re like most, you know that it can be very difficult to transition a large workforce away from something they are very comfortable with; regardless of how good or bad it is!  So how do you get your staff to adopt a new mobile solution?

1. Work with Familiar Solutions

It’s no surprise that the majority of the enterprise work force today has a high level of familiarity with Microsoft products.  Back offices across the world have been using Windows and Windows-related products for decades and with the recent/upcoming release of products like Office 365 and Windows 8, it’s easy to see why businesses are faithfully sticking with Microsoft.  By adopting a product like, SvcForce which integrates directly into Microsoft Office Outlook, you’ll be removing the fear of an unfamiliar solution by leveraging a common user interface that your workforce is already used to using on a daily basis.

2. Ensure that Your New Provider has a Good Pilot Program

You would be surprised at the number of companies who jump headlong into a new solution.  It’s good to be enthusiastic about moving forward, but one misplaced step can easily sidetrack the best of intentions.  By making sure that your provider has a sound pilot program, you make it possible for a small team of your senior techs to construct workflows that improve efficiency by removing operational redundancies.  And with the senior techs on board, you can expect higher rates of adoption from your less experienced staff members.

3. Choose a Device Your Workforce can Depend Upon

When I ask people to think about popular mobile devices today, they usually mention the iPad or sometimes they’ll mention an Android based Tablet, but the reality is that even though these are great consumer devices, they don’t always meet the business requirements of your field techs.  Remember, solutions drive devices and not the other way around.  Using a device like a Dell Venue 11, on the other hand, gives your techs more than a glorified browser based tablet; it gives them a device with powerful desktop computer capabilities—something that our old laptop using techs are used to using on the road.

4. Give Them the Ability to Customize the User Interface

As simple as that sounds, there are several mobile solution providers that give you the option of having just one set of views with just one set of colors, etc. So what happens when your company thinks that a tech needs to see the estimated hours for a job more than they need to know the equipment ID?  Or maybe your company uses purple instead of green to show open jobs?  Customizing your mobile solution should be easy.  In SvcForce, there are user interface tools available to show techs as much or as little content as necessary, have the ability to re-column content, views or even change display colors to meet alerting needs.

5. Choose a Product that Works Offline

The one aspect of a paper-based company that technicians miss is the ability to work without the internet.  But having the power of mobile field service automation shouldn’t prevent your team from doing their job whether or not they have a broadband connection to the internet. A sound mobile solution will give your techs the ability to transact job details, finish the job offline and have the solution automatically synchronize to the back office when the internet connection becomes available. Remember, a mobile solution should be designed to do more than just get rid of paper; it should be designed to improve the lives of your techs, operations staff and most importantly, your customers.