Editor's Note: This post was originally published on January 25, 2017, and updated for accuracy and comprehensiveness.
It is no surprise that technological changes are happening increasingly rapidly. However, talking with my field service partners (my customers) always surprises me that innovative technologies are adopted unequally and differently in real life.
Our customers are innovative, and trending technologies build their unique selling propositions. For example, one food manufacturing customer implemented remote monitoring in their freeze-tunnel product used in high-volume bread production. Another customer implemented managed services for door-entrance systems based on remote-control technologies. That effectively changed their business model from producer to service provider.
What these 100+ innovative customers all have in common is their goal to improve their field service operations. That’s why they are Gomocha customers. When they became customers, some had a partial solution; others had no answer.
The rapid change in mobile-device technology – including the hardware, the operating systems, and the development and expansion of communication capabilities – is perceived as a tsunami. And still, many businesses manage at least one, if not many, processes in the field executed in paper-based formats.
Why is Change in Field Service So Complicated?
Providing their customers with an accurate arrival time seems complicated, a first differentiator on the path toward customer satisfaction. For example, my telecom provider called me five times to confirm an appointment. Instead, I expected an electronic message, “Your tech will arrive within 10 minutes.”
After researching why field-process automation is so complex, I gained insight and now understand the issues. My primary conclusion is this: Regardless of whether a business has a few or a hundred technicians, their work is subject to constant change – and change can be unpredictable, disruptive, and scary.
What are the Changes?
- Changing customer expectations
- Differing contractual obligations
- Varying products and the way they perform
- Differing employee profiles
- Shifting business processes
These variables can affect your ability to collect money from your customers. You can manage effectively with Gomocha FMP360. Optimizing field service operations for our customers is job one. Our innovative software tool is architected to support ever-changing field services.
Customers Report Optimization of Their Processes:
- Quality-assurance reviews
- Customer-satisfaction surveys
- Repair order execution
- Installation and maintenance
- And many other processes
Our state-of-the-art architecture allows Gomocha to add building blocks, allowing you to incorporate new technological developments. We like to tout that customers can optimize their business processes – without our involvement – in just a few days.
Do you experience resistance to change or think optimized field service operations are impossible to achieve? Call Gomocha to request a demonstration or visit us at www.gomocha.com.