Here s to your road heroes

Transcription

1 Here s to your road heroes How to give the front line of your business the backing they deserve

2 By the time they get to Phoenix, you ll be rising The people at the sharp end of your business, your field service engineers, spend more time on the street than they do in the office. They don t suffer death by PowerPoint, or endless meetings. They re more likely to wear a uniform or a hard hat than a suit. And they d much rather be grasping a wrench than an abstract concept. They could be making deliveries, installations or repairs, checking insurance claims, or valuing livestock. Or they could be doing any of 101 other tasks that require them to be on-site sometimes at very unsocial hours. 2

3 But here s the thing They re roving ambassadors for your organization, talking every day with your customers, suppliers and partners. They re the ones who keep the wheels of your business turning. And they deserve all the help you can give them to do an even better job. But, too often, your systems get in their way actually making it harder for them to delight customers and deliver the productivity you need. What would happen if you stopped blocking their progress and started actively empowering them? Whatever the task, give your people what they need: Real time information on inventory levels and parts availability Communication and collaboration tools, plus access to the support of your top experts The ability to transact mobile payments, check job status or item location Access to ordering systems, account details or customer history 3

4 Mobile Workforce Management, the top and bottom lines Top line is easy The closer you are to your mobile workers, the greater the benefit to your whole business. Better tracking and communication, and the ability to call and dispatch additional resources and tools, means better visibility and more accurate scoping on the ground. Straightaway, you ll see improved productivity and efficiency. Mobile Workforce Management empowers the maintenance engineer, screen-sharing with colleagues on a tricky repair, who feels as if the whole service department is there for him. And it has an equally positive effect on the customer, suffering downtime from a machine failure. Even bad news isn t so bad when you know exactly when the new part will arrive. The bottom line? It s critical that your people can communicate across multiple devices and platforms, assured of reliable network coverage, no matter where they are completing their tasks. That eases workflow, reduces errors and speeds up the process. And effective use of technology doesn t just deliver faster time to value. It can also have a significant longterm impact on reducing fuel and labor costs probably your two largest headaches. Whatever the task, give your people what they need: Technicians are better prepared to quickly and effectively complete tasks You get real-time analysis of mobile work status First-time-fix rate increases Automated timesheets reduce administration costs of data entry It streamlines workflow and increases productivity There s an e-audit trail for full regulatory compliance and fine avoidance The costs of SLA compliance and carrying inventory shrink Lost revenue is minimized and billing cycles shortened And most importantly, it enhances the customer experience 4

5 Getting down to business Your mobile workforce takes your business to your customers. Nothing is more important. And Mobile Workforce Management lets you monitor what matters, to deliver great services, quickly and efficiently. With the right systems in place, your supervisors can: Find, contact and direct your field workers Enable faster drop-offs and pickups Ramp up productivity by reducing errors Ensure happier customers by delivering on your promises Track your workforce in real time Keep in touch and send directions Enable easier collaboration to solve problems Schedule tasks and keep communication flowing for faster turnaround Generate detailed reports to improve the way you do business Optimize operations Know where everyone is, and when their shifts start and end Get more jobs done with the same number of people Minimize overtime costs with accurate and tamper-proof timecards Reduce paperwork for time entry and transfer data into bookkeeping apps Start billing as soon as a job is completed with real-time job data 5

6 Empower your mobile workers and they ll power your growth In the main, people strive to do a good job. And those who have the independence of spirit to take on field service roles should be rewarded with the freedom to do the job their way. Mobile Workforce Management gives you the visibility, the communications capability and the control to make that possible. Empowered and informed mobile workers: Are happier in their work and more productive Improve the customer experience Deliver a positive image for your business Collaborate with colleagues to pool knowledge and expertise and speed problem-solving Save you time and money through better time-keeping, improved resource allocations, lower fuel costs and faster job completion Sharpen your competitive edge Empowered employees also contribute to reducing costs associated with customer service issues. Employees with the power to make decisions and find solutions to customer complaints are able to provide exceptional customer service, yielding happier customers with increased loyalty to the company. The Gallop Organization notes that organizations that empowered employees experience 50% higher customer loyalty. Wagner & Harter Source: 6

7 Let s talk Too many Mobile Workforce solutions treat field workers as mobile machines ignoring their expertise and knowledge and passion to deliver great service. At Sprint, we believe in releasing their potential, not just enforcing policy on them. Find out what Mobile Workforce solutions can do for you. Contact your local Sprint representative today to learn more. Call or see more details on sprint.com/business