This white paper from Motion Computing covers the need in this service-driven economy to strategically equip frontline workers with mobile solutions to streamline performance and drive customer interactions, according to a study from VDC Research Group. There is high demand for improved customer service, particularly in the utilities industry where the majority of the workforce is in the field.
Utilities companies have put tablet PCs and other mobile solutions into the hands of their field service technicians over the past decade. Armed with tablet PCs field technicians are able to access information quickly and on-demand, giving them the ability to be engaged with their customers and provide highly personalized services. On-demand access to corporate information allows field workers to begin to truly know the customer’s needs and history as well the customers’ pain points, finds the VDC report.
David Krebs, vice president with VDC and lead researcher for the field mobile solutions paper, found that leveraging real-time customer information to address requirements, benchmark performance against similar customers and provide recommendations — potentially to cross and up-sell other solutions and services — is at the crux of what next generation field mobility solutions are addressing. Mobile computing solutions provide organizations with real-time visibility into field-based activities and processes. Krebs said, “Leveraging these capabilities to deliver a more personalized service experience is separating leaders from laggards.”
Download this white paper from Motion Computing below to read more.