Blog

Equipping Your Mobile Workforce with the Right Field Service Technology

Blog

Equipping Your Mobile Workforce with the Right Field Service Technology

Blog

Equipping Your Mobile Workforce with the Right Field Service Technology

Blog

Equipping Your Mobile Workforce with the Right Field Service Technology

Blog

Equipping Your Mobile Workforce with the Right Field Service Technology

Blog

Equipping Your Mobile Workforce with the Right Field Service Technology

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Blog

Equipping Your Mobile Workforce with the Right Field Service Technology

Abby Nieten
/
January 31, 2019
Blog

Equipping Your Mobile Workforce with the Right Field Service Technology

MIN
/
January 31, 2019
About the Episode
Episode Highlights
Meet our Guest

The rise of mobile computing has undoubtedly revolutionized the way many businesses function—including those in the field service industry. Today, service delivery methods are heavily influenced by customer expectations for convenience and efficiency. And that means service companies are employing mobile technologies at a rapid pace to deliver superior customer experiences.

It’s well-documented that customer satisfaction is a key brand differentiator across most industries, and online reviews play a big role. If a field service technician lacks the proper technology to have a smooth, effective transaction with a customer, the company’s reputation will suffer. More and more field service businesses are looking for technology that makes their technicians’ jobs easier and creates optimal customer experiences.

Field service automation has gained ground in recent years, but companies looking to become more automated are still faced with several technology challenges. Here’s what you need to consider as you work to equip your mobile workforce with the right field service technology:

Hardware Challenges

The goal for most field service businesses is to give technicians the tools they need to embrace mobile data collection—or, in other words, to enable every technician to record important data via a mobile device while on-site at an appointment. While this is a great goal, equipping your staff with mobile-ready tools is a little more involved than it may initially appear.

First, you must decide what type of hardware is best for your business. Will your technicians benefit most from notebooks, tablets, smartphones, or another type of handheld device? Do they need any other hardware while in the field, such as a mobile printer?

Second, you must consider how durable the device needs to be. For example, construction contractors may need a more durable device than technicians who install home security systems.

Third, you need to think about how often you will want to replace your field service hardware to ensure it stays up-to-date. Is every five years sufficient, or will your team need new devices sooner than that?

Software Challenges

Much of the success of your mobile workforce hinges on the software you adopt. You might have the best mobile devices on the market, but if the installed software doesn’t support seamless mobile data collection, your business will suffer.

When in the field, technicians need dependable tools that allow them to do the most important parts of their job under any conditions. This could include:

  • Collecting data (including customer signatures) without a stable Wi-Fi connection
  • Creating an automated field service report
  • Sending data to back-end systems, like a CRM
  • Booking follow-up appointments

Enabling field service technicians to provide an exceptional customer experience can be a challenge, but it’s possible with cloud software that provides offline forms, document generation tools, and seamless third-party integrations. This type of software saves your technicians time and eliminates the burden of paper documentation, allowing them to stay on track with each day’s appointments. It also allows your entire team to gather same-day service insights that can improve customer satisfaction.

Related: Manage data more efficiently with field service automation.

Purchase Considerations

If you’re ready to improve your field service business with the latest technology, you’ve taken an important first step. Now, you’ll need to consider your purchase options.

Software as a Service (SaaS) is a purchase model in which software is licensed on a subscription basis. This type of model has been around for years and is now fairly common. Most SaaS solutions offer tiered pricing, so you’ll want to pay close attention to the features and number of users available at each level.

Hardware as a Service (HaaS) is similar to SaaS in that it allows companies to lease hardware for a monthly (or annual) fee. This model helps businesses avoid shelling out large chunks of cash up front for mobile devices that may only have a life expectancy of a couple years. Things to consider include warranties, upgrade options, and end-of-life services (such as data wiping). Panasonic recently announced this type of model with it’s UK-based TOUGHBOOK-as-a-Service.   


Are you struggling to equip your mobile workforce with the right tools? Formstack has solutions for your technology challenges. Learn more about Formstack Go and Offline Forms, which can serve as a powerful field service mobile app for your team.

Blog

Equipping Your Mobile Workforce with the Right Field Service Technology

Blog

Equipping Your Mobile Workforce with the Right Field Service Technology

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The rise of mobile computing has undoubtedly revolutionized the way many businesses function—including those in the field service industry. Today, service delivery methods are heavily influenced by customer expectations for convenience and efficiency. And that means service companies are employing mobile technologies at a rapid pace to deliver superior customer experiences.

It’s well-documented that customer satisfaction is a key brand differentiator across most industries, and online reviews play a big role. If a field service technician lacks the proper technology to have a smooth, effective transaction with a customer, the company’s reputation will suffer. More and more field service businesses are looking for technology that makes their technicians’ jobs easier and creates optimal customer experiences.

Field service automation has gained ground in recent years, but companies looking to become more automated are still faced with several technology challenges. Here’s what you need to consider as you work to equip your mobile workforce with the right field service technology:

Hardware Challenges

The goal for most field service businesses is to give technicians the tools they need to embrace mobile data collection—or, in other words, to enable every technician to record important data via a mobile device while on-site at an appointment. While this is a great goal, equipping your staff with mobile-ready tools is a little more involved than it may initially appear.

First, you must decide what type of hardware is best for your business. Will your technicians benefit most from notebooks, tablets, smartphones, or another type of handheld device? Do they need any other hardware while in the field, such as a mobile printer?

Second, you must consider how durable the device needs to be. For example, construction contractors may need a more durable device than technicians who install home security systems.

Third, you need to think about how often you will want to replace your field service hardware to ensure it stays up-to-date. Is every five years sufficient, or will your team need new devices sooner than that?

Software Challenges

Much of the success of your mobile workforce hinges on the software you adopt. You might have the best mobile devices on the market, but if the installed software doesn’t support seamless mobile data collection, your business will suffer.

When in the field, technicians need dependable tools that allow them to do the most important parts of their job under any conditions. This could include:

  • Collecting data (including customer signatures) without a stable Wi-Fi connection
  • Creating an automated field service report
  • Sending data to back-end systems, like a CRM
  • Booking follow-up appointments

Enabling field service technicians to provide an exceptional customer experience can be a challenge, but it’s possible with cloud software that provides offline forms, document generation tools, and seamless third-party integrations. This type of software saves your technicians time and eliminates the burden of paper documentation, allowing them to stay on track with each day’s appointments. It also allows your entire team to gather same-day service insights that can improve customer satisfaction.

Related: Manage data more efficiently with field service automation.

Purchase Considerations

If you’re ready to improve your field service business with the latest technology, you’ve taken an important first step. Now, you’ll need to consider your purchase options.

Software as a Service (SaaS) is a purchase model in which software is licensed on a subscription basis. This type of model has been around for years and is now fairly common. Most SaaS solutions offer tiered pricing, so you’ll want to pay close attention to the features and number of users available at each level.

Hardware as a Service (HaaS) is similar to SaaS in that it allows companies to lease hardware for a monthly (or annual) fee. This model helps businesses avoid shelling out large chunks of cash up front for mobile devices that may only have a life expectancy of a couple years. Things to consider include warranties, upgrade options, and end-of-life services (such as data wiping). Panasonic recently announced this type of model with it’s UK-based TOUGHBOOK-as-a-Service.   


Are you struggling to equip your mobile workforce with the right tools? Formstack has solutions for your technology challenges. Learn more about Formstack Go and Offline Forms, which can serve as a powerful field service mobile app for your team.

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Infographic

Equipping Your Mobile Workforce with the Right Field Service Technology

Field service companies that want to become more automated are faced with several technology challenges.
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The rise of mobile computing has undoubtedly revolutionized the way many businesses function—including those in the field service industry. Today, service delivery methods are heavily influenced by customer expectations for convenience and efficiency. And that means service companies are employing mobile technologies at a rapid pace to deliver superior customer experiences.

It’s well-documented that customer satisfaction is a key brand differentiator across most industries, and online reviews play a big role. If a field service technician lacks the proper technology to have a smooth, effective transaction with a customer, the company’s reputation will suffer. More and more field service businesses are looking for technology that makes their technicians’ jobs easier and creates optimal customer experiences.

Field service automation has gained ground in recent years, but companies looking to become more automated are still faced with several technology challenges. Here’s what you need to consider as you work to equip your mobile workforce with the right field service technology:

Hardware Challenges

The goal for most field service businesses is to give technicians the tools they need to embrace mobile data collection—or, in other words, to enable every technician to record important data via a mobile device while on-site at an appointment. While this is a great goal, equipping your staff with mobile-ready tools is a little more involved than it may initially appear.

First, you must decide what type of hardware is best for your business. Will your technicians benefit most from notebooks, tablets, smartphones, or another type of handheld device? Do they need any other hardware while in the field, such as a mobile printer?

Second, you must consider how durable the device needs to be. For example, construction contractors may need a more durable device than technicians who install home security systems.

Third, you need to think about how often you will want to replace your field service hardware to ensure it stays up-to-date. Is every five years sufficient, or will your team need new devices sooner than that?

Software Challenges

Much of the success of your mobile workforce hinges on the software you adopt. You might have the best mobile devices on the market, but if the installed software doesn’t support seamless mobile data collection, your business will suffer.

When in the field, technicians need dependable tools that allow them to do the most important parts of their job under any conditions. This could include:

  • Collecting data (including customer signatures) without a stable Wi-Fi connection
  • Creating an automated field service report
  • Sending data to back-end systems, like a CRM
  • Booking follow-up appointments

Enabling field service technicians to provide an exceptional customer experience can be a challenge, but it’s possible with cloud software that provides offline forms, document generation tools, and seamless third-party integrations. This type of software saves your technicians time and eliminates the burden of paper documentation, allowing them to stay on track with each day’s appointments. It also allows your entire team to gather same-day service insights that can improve customer satisfaction.

Related: Manage data more efficiently with field service automation.

Purchase Considerations

If you’re ready to improve your field service business with the latest technology, you’ve taken an important first step. Now, you’ll need to consider your purchase options.

Software as a Service (SaaS) is a purchase model in which software is licensed on a subscription basis. This type of model has been around for years and is now fairly common. Most SaaS solutions offer tiered pricing, so you’ll want to pay close attention to the features and number of users available at each level.

Hardware as a Service (HaaS) is similar to SaaS in that it allows companies to lease hardware for a monthly (or annual) fee. This model helps businesses avoid shelling out large chunks of cash up front for mobile devices that may only have a life expectancy of a couple years. Things to consider include warranties, upgrade options, and end-of-life services (such as data wiping). Panasonic recently announced this type of model with it’s UK-based TOUGHBOOK-as-a-Service.   


Are you struggling to equip your mobile workforce with the right tools? Formstack has solutions for your technology challenges. Learn more about Formstack Go and Offline Forms, which can serve as a powerful field service mobile app for your team.

The rise of mobile computing has undoubtedly revolutionized the way many businesses function—including those in the field service industry. Today, service delivery methods are heavily influenced by customer expectations for convenience and efficiency. And that means service companies are employing mobile technologies at a rapid pace to deliver superior customer experiences.

It’s well-documented that customer satisfaction is a key brand differentiator across most industries, and online reviews play a big role. If a field service technician lacks the proper technology to have a smooth, effective transaction with a customer, the company’s reputation will suffer. More and more field service businesses are looking for technology that makes their technicians’ jobs easier and creates optimal customer experiences.

Field service automation has gained ground in recent years, but companies looking to become more automated are still faced with several technology challenges. Here’s what you need to consider as you work to equip your mobile workforce with the right field service technology:

Hardware Challenges

The goal for most field service businesses is to give technicians the tools they need to embrace mobile data collection—or, in other words, to enable every technician to record important data via a mobile device while on-site at an appointment. While this is a great goal, equipping your staff with mobile-ready tools is a little more involved than it may initially appear.

First, you must decide what type of hardware is best for your business. Will your technicians benefit most from notebooks, tablets, smartphones, or another type of handheld device? Do they need any other hardware while in the field, such as a mobile printer?

Second, you must consider how durable the device needs to be. For example, construction contractors may need a more durable device than technicians who install home security systems.

Third, you need to think about how often you will want to replace your field service hardware to ensure it stays up-to-date. Is every five years sufficient, or will your team need new devices sooner than that?

Software Challenges

Much of the success of your mobile workforce hinges on the software you adopt. You might have the best mobile devices on the market, but if the installed software doesn’t support seamless mobile data collection, your business will suffer.

When in the field, technicians need dependable tools that allow them to do the most important parts of their job under any conditions. This could include:

  • Collecting data (including customer signatures) without a stable Wi-Fi connection
  • Creating an automated field service report
  • Sending data to back-end systems, like a CRM
  • Booking follow-up appointments

Enabling field service technicians to provide an exceptional customer experience can be a challenge, but it’s possible with cloud software that provides offline forms, document generation tools, and seamless third-party integrations. This type of software saves your technicians time and eliminates the burden of paper documentation, allowing them to stay on track with each day’s appointments. It also allows your entire team to gather same-day service insights that can improve customer satisfaction.

Related: Manage data more efficiently with field service automation.

Purchase Considerations

If you’re ready to improve your field service business with the latest technology, you’ve taken an important first step. Now, you’ll need to consider your purchase options.

Software as a Service (SaaS) is a purchase model in which software is licensed on a subscription basis. This type of model has been around for years and is now fairly common. Most SaaS solutions offer tiered pricing, so you’ll want to pay close attention to the features and number of users available at each level.

Hardware as a Service (HaaS) is similar to SaaS in that it allows companies to lease hardware for a monthly (or annual) fee. This model helps businesses avoid shelling out large chunks of cash up front for mobile devices that may only have a life expectancy of a couple years. Things to consider include warranties, upgrade options, and end-of-life services (such as data wiping). Panasonic recently announced this type of model with it’s UK-based TOUGHBOOK-as-a-Service.   


Are you struggling to equip your mobile workforce with the right tools? Formstack has solutions for your technology challenges. Learn more about Formstack Go and Offline Forms, which can serve as a powerful field service mobile app for your team.

Collecting payments with online forms is easy, but first, you have to choose the right payment gateway. Browse the providers in our gateway credit card processing comparison chart to find the best option for your business. Then sign up for Formstack Forms, customize your payment forms, and start collecting profits in minutes.

Online Payment Gateway Comparison Chart

NOTE: These amounts reflect the monthly subscription for the payment provider. Formstack does not charge a fee to integrate with any of our payment partners.

FEATURES
Authorize.Net
Bambora
Chargify
First Data
PayPal
PayPal Pro
PayPal Payflow
Stripe
WePay
ProPay
Monthly Fees
$25
$25
$149+
Contact First Data
$0
$25
$0-$25
$0
$0
$4
Transaction Fees
$2.9% + 30¢
$2.9% + 30¢
N/A
Contact First Data
$2.9% + 30¢
$2.9% + 30¢
10¢
$2.9% + 30¢
$2.9% + 30¢
$2.6% + 30¢
Countries
5
8
Based on payment gateway
50+
203
3
4
25
USA
USA
Currencies
11
2
23
140
25
23
25
135+
1
1
Card Types
6
13
Based on payment gateway
5
9
9
5
6
4
4
Limits
None
None
Based on payment gateway
None
$10,000
None
None
None
None
$500 per transaction
Form Payments
Recurring Billing
Mobile Payments
PSD2 Compliant

The rise of mobile computing has undoubtedly revolutionized the way many businesses function—including those in the field service industry. Today, service delivery methods are heavily influenced by customer expectations for convenience and efficiency. And that means service companies are employing mobile technologies at a rapid pace to deliver superior customer experiences.

It’s well-documented that customer satisfaction is a key brand differentiator across most industries, and online reviews play a big role. If a field service technician lacks the proper technology to have a smooth, effective transaction with a customer, the company’s reputation will suffer. More and more field service businesses are looking for technology that makes their technicians’ jobs easier and creates optimal customer experiences.

Field service automation has gained ground in recent years, but companies looking to become more automated are still faced with several technology challenges. Here’s what you need to consider as you work to equip your mobile workforce with the right field service technology:

Hardware Challenges

The goal for most field service businesses is to give technicians the tools they need to embrace mobile data collection—or, in other words, to enable every technician to record important data via a mobile device while on-site at an appointment. While this is a great goal, equipping your staff with mobile-ready tools is a little more involved than it may initially appear.

First, you must decide what type of hardware is best for your business. Will your technicians benefit most from notebooks, tablets, smartphones, or another type of handheld device? Do they need any other hardware while in the field, such as a mobile printer?

Second, you must consider how durable the device needs to be. For example, construction contractors may need a more durable device than technicians who install home security systems.

Third, you need to think about how often you will want to replace your field service hardware to ensure it stays up-to-date. Is every five years sufficient, or will your team need new devices sooner than that?

Software Challenges

Much of the success of your mobile workforce hinges on the software you adopt. You might have the best mobile devices on the market, but if the installed software doesn’t support seamless mobile data collection, your business will suffer.

When in the field, technicians need dependable tools that allow them to do the most important parts of their job under any conditions. This could include:

  • Collecting data (including customer signatures) without a stable Wi-Fi connection
  • Creating an automated field service report
  • Sending data to back-end systems, like a CRM
  • Booking follow-up appointments

Enabling field service technicians to provide an exceptional customer experience can be a challenge, but it’s possible with cloud software that provides offline forms, document generation tools, and seamless third-party integrations. This type of software saves your technicians time and eliminates the burden of paper documentation, allowing them to stay on track with each day’s appointments. It also allows your entire team to gather same-day service insights that can improve customer satisfaction.

Related: Manage data more efficiently with field service automation.

Purchase Considerations

If you’re ready to improve your field service business with the latest technology, you’ve taken an important first step. Now, you’ll need to consider your purchase options.

Software as a Service (SaaS) is a purchase model in which software is licensed on a subscription basis. This type of model has been around for years and is now fairly common. Most SaaS solutions offer tiered pricing, so you’ll want to pay close attention to the features and number of users available at each level.

Hardware as a Service (HaaS) is similar to SaaS in that it allows companies to lease hardware for a monthly (or annual) fee. This model helps businesses avoid shelling out large chunks of cash up front for mobile devices that may only have a life expectancy of a couple years. Things to consider include warranties, upgrade options, and end-of-life services (such as data wiping). Panasonic recently announced this type of model with it’s UK-based TOUGHBOOK-as-a-Service.   


Are you struggling to equip your mobile workforce with the right tools? Formstack has solutions for your technology challenges. Learn more about Formstack Go and Offline Forms, which can serve as a powerful field service mobile app for your team.

The rise of mobile computing has undoubtedly revolutionized the way many businesses function—including those in the field service industry. Today, service delivery methods are heavily influenced by customer expectations for convenience and efficiency. And that means service companies are employing mobile technologies at a rapid pace to deliver superior customer experiences.

It’s well-documented that customer satisfaction is a key brand differentiator across most industries, and online reviews play a big role. If a field service technician lacks the proper technology to have a smooth, effective transaction with a customer, the company’s reputation will suffer. More and more field service businesses are looking for technology that makes their technicians’ jobs easier and creates optimal customer experiences.

Field service automation has gained ground in recent years, but companies looking to become more automated are still faced with several technology challenges. Here’s what you need to consider as you work to equip your mobile workforce with the right field service technology:

Hardware Challenges

The goal for most field service businesses is to give technicians the tools they need to embrace mobile data collection—or, in other words, to enable every technician to record important data via a mobile device while on-site at an appointment. While this is a great goal, equipping your staff with mobile-ready tools is a little more involved than it may initially appear.

First, you must decide what type of hardware is best for your business. Will your technicians benefit most from notebooks, tablets, smartphones, or another type of handheld device? Do they need any other hardware while in the field, such as a mobile printer?

Second, you must consider how durable the device needs to be. For example, construction contractors may need a more durable device than technicians who install home security systems.

Third, you need to think about how often you will want to replace your field service hardware to ensure it stays up-to-date. Is every five years sufficient, or will your team need new devices sooner than that?

Software Challenges

Much of the success of your mobile workforce hinges on the software you adopt. You might have the best mobile devices on the market, but if the installed software doesn’t support seamless mobile data collection, your business will suffer.

When in the field, technicians need dependable tools that allow them to do the most important parts of their job under any conditions. This could include:

  • Collecting data (including customer signatures) without a stable Wi-Fi connection
  • Creating an automated field service report
  • Sending data to back-end systems, like a CRM
  • Booking follow-up appointments

Enabling field service technicians to provide an exceptional customer experience can be a challenge, but it’s possible with cloud software that provides offline forms, document generation tools, and seamless third-party integrations. This type of software saves your technicians time and eliminates the burden of paper documentation, allowing them to stay on track with each day’s appointments. It also allows your entire team to gather same-day service insights that can improve customer satisfaction.

Related: Manage data more efficiently with field service automation.

Purchase Considerations

If you’re ready to improve your field service business with the latest technology, you’ve taken an important first step. Now, you’ll need to consider your purchase options.

Software as a Service (SaaS) is a purchase model in which software is licensed on a subscription basis. This type of model has been around for years and is now fairly common. Most SaaS solutions offer tiered pricing, so you’ll want to pay close attention to the features and number of users available at each level.

Hardware as a Service (HaaS) is similar to SaaS in that it allows companies to lease hardware for a monthly (or annual) fee. This model helps businesses avoid shelling out large chunks of cash up front for mobile devices that may only have a life expectancy of a couple years. Things to consider include warranties, upgrade options, and end-of-life services (such as data wiping). Panasonic recently announced this type of model with it’s UK-based TOUGHBOOK-as-a-Service.   


Are you struggling to equip your mobile workforce with the right tools? Formstack has solutions for your technology challenges. Learn more about Formstack Go and Offline Forms, which can serve as a powerful field service mobile app for your team.

The rise of mobile computing has undoubtedly revolutionized the way many businesses function—including those in the field service industry. Today, service delivery methods are heavily influenced by customer expectations for convenience and efficiency. And that means service companies are employing mobile technologies at a rapid pace to deliver superior customer experiences.

It’s well-documented that customer satisfaction is a key brand differentiator across most industries, and online reviews play a big role. If a field service technician lacks the proper technology to have a smooth, effective transaction with a customer, the company’s reputation will suffer. More and more field service businesses are looking for technology that makes their technicians’ jobs easier and creates optimal customer experiences.

Field service automation has gained ground in recent years, but companies looking to become more automated are still faced with several technology challenges. Here’s what you need to consider as you work to equip your mobile workforce with the right field service technology:

Hardware Challenges

The goal for most field service businesses is to give technicians the tools they need to embrace mobile data collection—or, in other words, to enable every technician to record important data via a mobile device while on-site at an appointment. While this is a great goal, equipping your staff with mobile-ready tools is a little more involved than it may initially appear.

First, you must decide what type of hardware is best for your business. Will your technicians benefit most from notebooks, tablets, smartphones, or another type of handheld device? Do they need any other hardware while in the field, such as a mobile printer?

Second, you must consider how durable the device needs to be. For example, construction contractors may need a more durable device than technicians who install home security systems.

Third, you need to think about how often you will want to replace your field service hardware to ensure it stays up-to-date. Is every five years sufficient, or will your team need new devices sooner than that?

Software Challenges

Much of the success of your mobile workforce hinges on the software you adopt. You might have the best mobile devices on the market, but if the installed software doesn’t support seamless mobile data collection, your business will suffer.

When in the field, technicians need dependable tools that allow them to do the most important parts of their job under any conditions. This could include:

  • Collecting data (including customer signatures) without a stable Wi-Fi connection
  • Creating an automated field service report
  • Sending data to back-end systems, like a CRM
  • Booking follow-up appointments

Enabling field service technicians to provide an exceptional customer experience can be a challenge, but it’s possible with cloud software that provides offline forms, document generation tools, and seamless third-party integrations. This type of software saves your technicians time and eliminates the burden of paper documentation, allowing them to stay on track with each day’s appointments. It also allows your entire team to gather same-day service insights that can improve customer satisfaction.

Related: Manage data more efficiently with field service automation.

Purchase Considerations

If you’re ready to improve your field service business with the latest technology, you’ve taken an important first step. Now, you’ll need to consider your purchase options.

Software as a Service (SaaS) is a purchase model in which software is licensed on a subscription basis. This type of model has been around for years and is now fairly common. Most SaaS solutions offer tiered pricing, so you’ll want to pay close attention to the features and number of users available at each level.

Hardware as a Service (HaaS) is similar to SaaS in that it allows companies to lease hardware for a monthly (or annual) fee. This model helps businesses avoid shelling out large chunks of cash up front for mobile devices that may only have a life expectancy of a couple years. Things to consider include warranties, upgrade options, and end-of-life services (such as data wiping). Panasonic recently announced this type of model with it’s UK-based TOUGHBOOK-as-a-Service.   


Are you struggling to equip your mobile workforce with the right tools? Formstack has solutions for your technology challenges. Learn more about Formstack Go and Offline Forms, which can serve as a powerful field service mobile app for your team.

The rise of mobile computing has undoubtedly revolutionized the way many businesses function—including those in the field service industry. Today, service delivery methods are heavily influenced by customer expectations for convenience and efficiency. And that means service companies are employing mobile technologies at a rapid pace to deliver superior customer experiences.

It’s well-documented that customer satisfaction is a key brand differentiator across most industries, and online reviews play a big role. If a field service technician lacks the proper technology to have a smooth, effective transaction with a customer, the company’s reputation will suffer. More and more field service businesses are looking for technology that makes their technicians’ jobs easier and creates optimal customer experiences.

Field service automation has gained ground in recent years, but companies looking to become more automated are still faced with several technology challenges. Here’s what you need to consider as you work to equip your mobile workforce with the right field service technology:

Hardware Challenges

The goal for most field service businesses is to give technicians the tools they need to embrace mobile data collection—or, in other words, to enable every technician to record important data via a mobile device while on-site at an appointment. While this is a great goal, equipping your staff with mobile-ready tools is a little more involved than it may initially appear.

First, you must decide what type of hardware is best for your business. Will your technicians benefit most from notebooks, tablets, smartphones, or another type of handheld device? Do they need any other hardware while in the field, such as a mobile printer?

Second, you must consider how durable the device needs to be. For example, construction contractors may need a more durable device than technicians who install home security systems.

Third, you need to think about how often you will want to replace your field service hardware to ensure it stays up-to-date. Is every five years sufficient, or will your team need new devices sooner than that?

Software Challenges

Much of the success of your mobile workforce hinges on the software you adopt. You might have the best mobile devices on the market, but if the installed software doesn’t support seamless mobile data collection, your business will suffer.

When in the field, technicians need dependable tools that allow them to do the most important parts of their job under any conditions. This could include:

  • Collecting data (including customer signatures) without a stable Wi-Fi connection
  • Creating an automated field service report
  • Sending data to back-end systems, like a CRM
  • Booking follow-up appointments

Enabling field service technicians to provide an exceptional customer experience can be a challenge, but it’s possible with cloud software that provides offline forms, document generation tools, and seamless third-party integrations. This type of software saves your technicians time and eliminates the burden of paper documentation, allowing them to stay on track with each day’s appointments. It also allows your entire team to gather same-day service insights that can improve customer satisfaction.

Related: Manage data more efficiently with field service automation.

Purchase Considerations

If you’re ready to improve your field service business with the latest technology, you’ve taken an important first step. Now, you’ll need to consider your purchase options.

Software as a Service (SaaS) is a purchase model in which software is licensed on a subscription basis. This type of model has been around for years and is now fairly common. Most SaaS solutions offer tiered pricing, so you’ll want to pay close attention to the features and number of users available at each level.

Hardware as a Service (HaaS) is similar to SaaS in that it allows companies to lease hardware for a monthly (or annual) fee. This model helps businesses avoid shelling out large chunks of cash up front for mobile devices that may only have a life expectancy of a couple years. Things to consider include warranties, upgrade options, and end-of-life services (such as data wiping). Panasonic recently announced this type of model with it’s UK-based TOUGHBOOK-as-a-Service.   


Are you struggling to equip your mobile workforce with the right tools? Formstack has solutions for your technology challenges. Learn more about Formstack Go and Offline Forms, which can serve as a powerful field service mobile app for your team.

The rise of mobile computing has undoubtedly revolutionized the way many businesses function—including those in the field service industry. Today, service delivery methods are heavily influenced by customer expectations for convenience and efficiency. And that means service companies are employing mobile technologies at a rapid pace to deliver superior customer experiences.

It’s well-documented that customer satisfaction is a key brand differentiator across most industries, and online reviews play a big role. If a field service technician lacks the proper technology to have a smooth, effective transaction with a customer, the company’s reputation will suffer. More and more field service businesses are looking for technology that makes their technicians’ jobs easier and creates optimal customer experiences.

Field service automation has gained ground in recent years, but companies looking to become more automated are still faced with several technology challenges. Here’s what you need to consider as you work to equip your mobile workforce with the right field service technology:

Hardware Challenges

The goal for most field service businesses is to give technicians the tools they need to embrace mobile data collection—or, in other words, to enable every technician to record important data via a mobile device while on-site at an appointment. While this is a great goal, equipping your staff with mobile-ready tools is a little more involved than it may initially appear.

First, you must decide what type of hardware is best for your business. Will your technicians benefit most from notebooks, tablets, smartphones, or another type of handheld device? Do they need any other hardware while in the field, such as a mobile printer?

Second, you must consider how durable the device needs to be. For example, construction contractors may need a more durable device than technicians who install home security systems.

Third, you need to think about how often you will want to replace your field service hardware to ensure it stays up-to-date. Is every five years sufficient, or will your team need new devices sooner than that?

Software Challenges

Much of the success of your mobile workforce hinges on the software you adopt. You might have the best mobile devices on the market, but if the installed software doesn’t support seamless mobile data collection, your business will suffer.

When in the field, technicians need dependable tools that allow them to do the most important parts of their job under any conditions. This could include:

  • Collecting data (including customer signatures) without a stable Wi-Fi connection
  • Creating an automated field service report
  • Sending data to back-end systems, like a CRM
  • Booking follow-up appointments

Enabling field service technicians to provide an exceptional customer experience can be a challenge, but it’s possible with cloud software that provides offline forms, document generation tools, and seamless third-party integrations. This type of software saves your technicians time and eliminates the burden of paper documentation, allowing them to stay on track with each day’s appointments. It also allows your entire team to gather same-day service insights that can improve customer satisfaction.

Related: Manage data more efficiently with field service automation.

Purchase Considerations

If you’re ready to improve your field service business with the latest technology, you’ve taken an important first step. Now, you’ll need to consider your purchase options.

Software as a Service (SaaS) is a purchase model in which software is licensed on a subscription basis. This type of model has been around for years and is now fairly common. Most SaaS solutions offer tiered pricing, so you’ll want to pay close attention to the features and number of users available at each level.

Hardware as a Service (HaaS) is similar to SaaS in that it allows companies to lease hardware for a monthly (or annual) fee. This model helps businesses avoid shelling out large chunks of cash up front for mobile devices that may only have a life expectancy of a couple years. Things to consider include warranties, upgrade options, and end-of-life services (such as data wiping). Panasonic recently announced this type of model with it’s UK-based TOUGHBOOK-as-a-Service.   


Are you struggling to equip your mobile workforce with the right tools? Formstack has solutions for your technology challenges. Learn more about Formstack Go and Offline Forms, which can serve as a powerful field service mobile app for your team.

Abby Nieten
Abby is Manager of Content Strategy at Formstack, where she leads an amazing team of marketing content creators and spearheads content projects. Before joining the Formstack team, she studied journalism and publishing at UIndy and worked for several years as a professional editor.
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