Current uncertainties brought on by COVID-19 have forced us to stay at home. However, in the new normal, we are able to avail services via our cellphones with just a couple of taps. Today, every field force like a handyman, delivery boy, home service, driver, industry engineer, and a ground worker can be digitally enabled as a connected worker through an IoT device like a mobile phone, for work order and job management. Every organization has well-defined policies, rules, and KPIs to manage its connected field force; and continuous performance monitoring is required to improve productivity and customer satisfaction. Research indicates around 40% of enterprises agree to have a Field Force monitoring system in place, and ~60% companies have allocated a budget to develop the same.
How Field Force management is reshaping industry trends
Digital Operations – A digital-first approach becomes a necessity for Field Force to move to paperless communications using technologies like OCR, RTR, etc.
Connected worker – The trend is to keep track of all touchpoints with the field worker through different communication channels like Voice, Message, Email, Real-time collaboration.
Performance tracking – Active or Silent performance monitoring of Field Force on the field or on-road helps to reduce operational cost along with Track and Trace, Diagnostics, Critical Notifications
Operation Streamline - Online onboarding, Online Training, and sophisticated data analytics allows better Field Force management and operations.
Lower costs - Digital adoption can take over some routine tasks, reducing operational costs, and freeing staff/employees for other value-generating activities.
Why is Field Force management still facing challenges?
Performance management (SLA): Measuring performance against goals and making decisions that move the business forward
Communication with customer: Loop with the customer if tracking is running late, cases of order cancelellations etc.
Always On: With or without network
Safety and Liability: Concern of safety and liability for workers visiting hazardous locations
Enterprise Integration: Custom Integration with Enterprise Apps needed every time
BYOD: Support for MDM environment and with personal device; That can be with any Operating system and any configurations; it might run potential risks of data or device theft and malware infiltration
Easy Adoption: Embedded, time-to-market, and cost-effective
Use cases for any field force are generally the same, such as:
- Get work order
- Move to work place
- Finish your work
- Upload status to backend
- Move to the next task
Performance monitoring is always silent and very critical to adopt for employee and customer satisfaction as well as to improve productivity.