Key Recommendations for Improving Mobile Service Operations

In order to increase first-time fix rates and workforce productivity, companies need to provide technicians with the information needed to get the job done, integrate mobile workflows with back-end systems and measuring the impact of mobile processes.

Aberdeen’s research suggests the following best practices from best in-class companies.

Provide access to complete information

Giving technicians access to critical customer information via their mobile device facilitates timely issue resolution.

All the information the technician can close the ticket on the first call

With Metrix Mobile, the technician has access to all the information they need to complete the call on the first visit, including:

• Customer contact information
• Complete service history
• Warranty information
• Knowledge management
  
  

Integrate mobile workflows with back-end systems

Integrations with part and scheduling systems greatly impacts overall service efficiency.

Full integration to Metrix Service and legacy solutions

Metrix Mobile integrates fully with Metrix Service, so you can truly extend your back office to your front lines.

Metrix scheduling feeds updates to Metrix Mobile in real-time, where the technician receives an alert and accepts the schedule change. Techs can also log labor, expenses and parts used, all of which can be fed into a financial application.

Increase focus on mobilizing the closing stages of service ticket

Most companies focus on mobilizing the front end of the service cycle. However, mobilizing processes at service completion can improve overall invoicing and time-to-cash cycles.

Automate the entire service cycle

Metrix Mobile has comprehensive end of service functionality, including the ability to scan a credit card, capture signatures, and administer customer surveys.

Measure impact of mobile process changes

Without knowledge of changes to key performance metrics, it is difficult to ascertain the returns associated with mobilizing specific process, hampering greater adoption.

Insight into Action

From a high-level dashboard reviewing key performance metrics to a drill-down into specific accounts, Metrix’s analytics provides comprehensive, real-time reporting for all levels of your organization.