Why Do Service Firms Need to Invest in Mobile-Based Tools?
A smartphone is a person’s constant companion today. The global mobile internet and social media usage statistics by Hootsuite state that out of the 56% urbanized global population, there are 3.256 billion mobile social media users (42% penetration). Mobile internet traffic accounts for 51.98% of global online traffic, reports Statista. Internet usage over smartphones keeps growing as it allows people to get their work done faster while providing the required mobility.
With a large number of mobile applications packed with features hitting the App Store and Play Store every day, smartphone usage is only expected to surge. It’s no surprise that smartphones have become a person’s alter ego.
Now, the question is why field service companies and professional service providers need to invest in mobile-based solutions? MarketsandMarkets reports that 75% of businesses that have implemented mobility tools have witnessed an increase in their workers’ productivity.
Need more reasons to adopt mobility driven field service solutions? Then read on.
1. Increase Business Resilience
Mobile-based tools allow the business to function round-the-clock, from any location. The “physical office space” no longer becomes essential to get the job done. If it sounds just invaluable in normal times, it becomes more so during a pandemic like COVID-19, or during riots or hurricanes when opening the office becomes unviable.
Employee-centric mobile tools offer employees flexibility in their workday, with better work-life balance. Mobile tools with access to cloud databases and resources allow employees to work from home or anywhere else.
The always-open mode allows businesses to seize opportunities as they emerge. For instance, the marketer may contact the prospect after an inquiry, while the need is still fresh, and close the deal.
Business managers can control operations from anywhere. Tracking apps improve visibility and deliver a bird’s eye view of operations. Managers and supervisors identify hold-ups or pain-points in real-time and make timely interventions.
2. Make Business Process Seamless
Online purchase options, such as mobile apps for eCommerce, make it easy for customers. Digitizing the business process allows instant confirmation and prompt delivery of service.
More people prefer using the app than call the store. Domino’s Pizza increased its in-store pick-up by 28% through a new mobile ordering delivery app, in the UK. Likewise, many customers seeking services prefer searching and even completing transactions online.
Once customers place an order, the mobile-based app ensures seamless and fast work execution. Field service apps allow field agents and technicians to:
- Connect with remote experts to solve complex issues, to spare revisits
- Conduct guided inspections with accurate digital forms and checklists
- Generate invoices and collect payments by reducing paperwork hassles
- Generate automated compliance and other reports, customized and formatted to the requirements
- Spend more time on their core-competence, and less time on unproductive paperwork
- Mobile tools automate the bulk of the routine process
Customers gain through higher quality engagement, faster task completion, and reduced costs.
3. Add Value to the Customer
Mobile tools offer better value to customers, compared to other channels.
Field service apps allow the customer to track the movement of their technician in real-time. Likewise food delivery apps allow tracking progress of the order in real-time.
A customer seeking information in the middle of the night may access the company website or app and get the required information. They may follow it up by chatting with the automated chatbot and even close the deal without engaging a human agent at all. The human agent, if required, can hit the ground running the next morning.
When a customer downloads a mobile app, it stays in the mobile, improving visibility. Push notifications keep the customer updated on the latest services, offers, and information.
Mobile apps offer customers a convenient way to track and redeem points. Service firms would do well to emulate Starbucks reward programs. Here, app subscribers get exclusive rewards and members may pay through their accumulated points instead of cash.
4. Build the Brand
FSM mobile applications for customers help build trust and improve brand image.
Today’s customers access information through social media, mostly through smartphones. Digital tools facilitate active engagement and offer a consistent omnichannel experience.
Customers who leave positive feedback as a token of appreciation for good service spread the brand image further. The social media accounts become a valuable portfolio of the works done, and of testimonials.
5. Improve Customization and Personalization
Mobile FSM apps deliver tons of analytics data, including location data. A powerful analytics tool draws up valuable actionable insights from such data that allows business planners to understand customer preferences and trends drilled down to specific areas.
Geolocation data allow businesses to offer location-specific offers, down to the individual level. For instance, a maintenance firm could offer customers in a hurricane area a discount for the service of their HVAC equipment.
Powerful analytics improve customization and personalization. Field service management suites and apps should allow the customer to set their preferences. Advanced analytics understand customer preferences and generate actionable insights.
Salesforce’s State of the Connected Customer report notes that customer perception influences 70% of buying decisions. To improve the perception, you need to delight the customer by fulfilling their omnichannel expectations. The stakes of digital tools and digital engagement to delight the customer have never been higher.
Get in touch with us to understand how ReachOut’s mobile FSM app helps in this regard.
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