Eliminating Paperwork Is More Than Just Efficient: Automating the Mobile Service Workforce

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Executive Summary

Today's maintenance and field service organizations are facing ever greater pressures to improve service levels while also decreasing costs. On the one hand, they are being asked to provide ever more responsive service with shorter mean time to repair and more demanding service level agreements. On the other, they are experiencing rising service expenses due to increasing labor, fuel and management costs. At the same time, they are facing ever greater pressure to green their operations and reduce wasted resources.

In response more and more companies are automating their mobile service workforce to eliminate paperwork and manual data collection and improve worker efficiency. By eliminating paperbased forms and one-way communication processes with mobile computing and wireless technologies, companies see immediate efficiency and accuracy benefits. Mobile technicians have access to corporate databases and applications such as maintenance records, spare parts inventory and service level agreements, as well as the ability to update records wherever the work occurs. These companies realize that linking the mobile workforce with the enterprise and its data resources and minimizing manual processes is key to enhancing productivity, accuracy, profitability and, ultimately, customer satisfaction.

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