As the workforce becomes wireless so does the ... - Connect-World

Mobile Mobile workforce payment Mobile management systemsaccessoftentimes overlooked - pillars ofsuccess for an enterprise with a largefield workforce. MWFM is undergoinga disruptive transformation, driven byheightened expectations of customers,new technologies and the speed of theInternet. In this context, cloud-based, ondemandSoftware-as-a-Service (SaaS)solutions are ideal for the missioncriticaltasks of managing technicians andcustomer communications. They do notrequire major up-front costs, are quickto deploy and automatically updated.Because Return-on-Investment (ROI) ismore quickly realized with SaaS thantraditionally installed software, Gartnerestimates initial project savings of 25to 40 per cent due to the shedding ofexpensive licensing fees, burdensomeinstallations and in-house tech support.The divide between companies thatembrace cloud-based solutions and thosethat remain offline grows wider withevery new web-enabled smartphone oron-demand feature made available. Onerecent example is the iPad. Within a fewmonths of its launch, it has dramaticallychanged the way consumers andcompanies use the Internet. An enterprisethat utilizes SaaS for mobile workforcescheduling, routing and communicationscan realize previously unobtainablesavings and efficiencies in a few monthsversus years with traditionally installedapplications. Web-based systems can alsobe updated immediately and can scale tomatch company growth without needingmajor capital investment, because theflexibility of cloud solutions allows themto be integrated with existing systems farmore easily than installed applications.To remain competitive, enterprises needto embrace these new devices and thepower of the cloud or else risk failing theircustomers and losing revenue.Connecting the technology with thebusiness and the customerWhen deploying a mobile workforcemanagement solution, companies havetwo overarching business objectives.One is to increase efficiency andreduce cost by optimizing the workflowbetween the field and dispatchers. Thesecond objective is to improve customersatisfaction by leveraging the appointmentas a relationship-building opportunity.For many MWFM solutions these areseparate initiatives, both in terms ofbusiness process and technology. However,companies should embrace more holistictechnologies that address these dualbusiness objectives within one modularplatform and unify the workflow andcustomer appointment processes.In order to achieve the two-fold objectives,companies are finding the followingbusiness requirements essential in a mobileworkforce management solution:• ability to address both contract andnon-contract mobile employees;• rapid implementation;• ease of use with minimal training andmaintenance;• flexible pricing that can be paid forwith the operating budget;• continuous software updatesdeployed instantly.Companies looking for a solution toaddress these requirements find a newapproach in mobile workforce management.Rather than simply delivering work ordersto field employees, MWFM optimizesthe mobile workforce with a focus on themost critical touch point - the customerappointment event. The approach utilizesmobile technology, predictive analytics,and automated interactive customercommunications to increase operationalefficiencies and improve the customerexperience at the same time.Figure: A holistic approach to mobile workforcemanagement puts the customer at the centre of theappointment management processIt’s all about predicting as accuratelyas possible how long an appointmentwill take - based on factors likethe skill set of mobile employees,location, traffic conditions and jobhistory - and proactively telling thecustomer about his/her appointmentstatus through regular communication.Mobile technologies and web-basedcloud technologies are the backbone ofany solution that aims to achieve this,allowing enterprises to collect, processand use real-time information to achievea high degree of accuracy. Customersgreatly value this accuracy when theywait just one hour for an appointmentinstead of wasting half a day or more oftheir valuable time not knowing whenthe visit will happen. Companies using amobile workforce management solutionhave oftentimes experienced a surge incustomer satisfaction ratings, becausecustomers appreciate service providerswho understand and respect their busy,mobile lifestyles.With cloud-based mobile workforcemanagement on the path to successConsidering the size of the Americanmobile workforce, the potential forimprovement is huge. Gartner estimates30 per cent of new customer service andsupport applications will be delivered viaSaaS by 2012. With 70 per cent still beingdelivered as installed applications, we willsee those enterprises using on-demandservices and web-based applicationsprofiting immensely, outperforming theircompetitors. In fact, some already do. CoxCommunications, the third largest cablecompany in the US with over 6.2 millionsubscribers, has deployed a cloud-basedsolution to manage its field workforceof 7000 technicians in 17 states. Thecable provider has achieved a 98 per centsatisfaction rate among its customers,rising from 84 per cent. In addition, Coxwas able to realize considerable costreductions amounting to US$60 millionin annual savings or US$18,000 pertechnician annually. Technicians alsoworked 13 per cent more productivelywhile at the same time driving 27 per centmiles less - not only saving money forfuel but also protecting the environment.Another company, Arhaus Furniture,has even more fully embraced mobiletechnologies as a part of their businessstrategy. They constantly look to improvetheir customer service and their operationswith the latest technologies and in doingso have been successful pioneers inthe furniture industry for many years.Their latest coup is to deploy Apple’siPad to its delivery drivers. They havealready implemented a holistic mobileworkforce management solution and witha customized iPad app they take it onestep further to implement a paperlessenvironment, saving tons of paper andabout US$100,000 annually in addition tothe cost-reductions already achieved.Embracing mobility as a business strategycan have an immensely positive impacton business performance - by achievingunparalleled cost-savings and drivingcustomer satisfaction to yet unknownheights. The everything-wireless world isfull of opportunities enterprises just haveto take. •North America 2010 • 39