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If you think about the traditional paper work or service order lifecycle, it requires a lot of manual work. The manual processes begin when a work order is printed, and ends when the completed work order is keyed into the CIS or work order system.
The benefits of mobile-enabling your work order process takes effect before anyone has a chance to hit the ‘Print’ button. With mobile work orders, there is no printing. Work orders are available on any web-enabled device with real-time information.
You may have heard the adage that, “by the time you print something, the information on it is probably out of date.” If information changes on a paper work order, a technician needs to be notified. Notification may take the form of a phone call or email but either way it is a manual step in the overall process. With mobile connectivity to your work order system, if a work order has been updated in the back office, the technician will see it in real-time on their mobile device.
“With mobile field service, if a work order has been updated in the back office, the technician will see it in real-time on their device”
Think about the work order dispatching process at a typical utility. A supervisor may manually sort through printed work orders to group them by work type, technician or crew performing the work. The paper work orders are distributed and the teams head into the field. If work assignments need to be adjusted through the day, again, a phone call or email needs to be sent out to intervene in the process. Mobile-enablement means that these ad-hoc adjustments keep your team updated in real-time so they can respond to changing operational needs.
Depending on the experience and tenure of your field service technicians, many will have an excellent understanding of your service area and how to optimize their drive time. Sometimes this won’t always be the case. Mobile technology can help support more efficient routing and reduced windshield time. Through the integration of mapping technologies with mobile work order distribution, technicians can go beyond a simple list of work orders and view their work spatially. This can lead to better routing, reduced fuel consumption and faster service resolution. Reviewing and analyzing work orders geographically can also help identify ‘hotspots’ such as areas with high concentrations of certain work requirements.
“Better routing, reduced fuel consumption and more orders completed per day are possible with mobile field service.”
When it comes to reviewing and completing work in the field, mobile provides an up-to-date medium to enhance communication between your field team and the back office. After completing the work, the technician enters the details into a mobile form and the data is transmitted to the back office.
This exchange of data provides enhanced visibility into the work being completed through the day and can help deliver better customer service. Consider a customer service representative responding to a customer’s question regarding a service request. If a customer has requested that a field service technician be dispatched to check for a leak, with mobile enablement the customer service representative can see real-time updates into the status of this work being completed in the field. The customer can be updated with this information because of the connection and collaboration between the field and the back office.
“The customer can be updated with this information because of the connection and collaboration between the field and the back office.”
If your organization is interested in getting a better understanding of how much your paper work order process is costing and wondering if mobile work orders are right for your team, reach out to us via the Contact Us page. We’d be happy to discuss your current processes and see if we can help.