The very nature of service management means that companies are always looking to stay ahead of the game, meet the rising expectations of their customers and find efficiencies in an ever-competitive world.
The latest technology can provide the competitive advantage many service management companies crave. Integrating mobile technology in particular into operations and to support a mobile workforce can deliver tangible benefits and an impressive return on investment.
With the advent of mobile app technology, the opportunities available to service management business as a whole have taken another step forward. Today's tech-savvy and more social media friendly customers are expecting businesses to interact and communicate with them more openly, particularly online and through technology.
Using a mobile app to support your mobile work in their day-to-day work will send a clear message to your customers that you are embrocing new technology and using it to improve your customer service and how you manage information and communication across your business.
Mobile app features to consider
There are some great service management mobile apps available. When deciding which one to use, consider the following:
What mobile technology does it use and how will this fit with our business? The best apps utilize HTML5 technology, which means the app can be used on any device and is accessible from anywhere with an internet connection. But HTML5 also comes with local storage which means that if an internet connection is unavailable or lost during a job, an operative can continue working offline and the app will update the central system once the connection is regained.
Does it fit with older mobiles so we can avoid costly outlay for new phones? This is a question many businesses will ask, and rightly so. Decent apps should work on any device and support all operating systems. What this means is that you are then able to use on older devices. Again, HTML5 apps will work on all devices.
What will the app mean for our operatives day on day? As a rule, it'll mean direct, simple and easy access to the software, workflows, information and tools integral to the app, all of which should be designed to support them in their work. So inbuilt app workflows can guide operators through gas services, for example, or property information can be viewed within a few clicks.
How is the app installed? Installation is achieved by simply downloading the app from the software provider. Operatives can be up and running in minutes. But do speak to any potential software and app suppliers about the security and resilience of their products. You should look for best-of-breed measure to prevent your data from being compromised in any way.