Mobile Workforce Management (MWM) consists of different methods and systems that help and support the management of mobile workers in their jobs. While each workforce is different, the goal of mobile workforce management remains the same: to optimize the efficiency, effectiveness, and morale of mobile personnel.
An efficient mobile workforce management solution incorporates digitized processes and advanced technologies for scheduling, monitoring, tracking, and analyzing the performance of mobile personnel who are either providing services or attending to customers.
Benefits Of Mobile Workforce Management
Increased Productivity
When you provide your mobile workers with the resources they need at the precise moment, they’re able to spend their time focusing on what matters: customers. Mobile workforce management software automates scheduling, dispatching, and communication through integrated systems. This means no downtime, fewer inefficiencies, and thus, better performance.
Improved Visibility
Organizing capacity, recognizing where your mobile employees are, and solving issues are very hard to manage if you don’t know clearly what your daily operations look like. The goal of workforce management is to bring transparency to blurry details by providing real-time notifications, location tracking, and smooth integration into other systems.
Enhanced Customer Experience
Customer service is an essential component for all businesses with a mobile workforce. Delays, oversubscription, and lack of communication may impair your ability to offer a good customer experience. Good mobile workforce management provides your deskless employees with client information, real-time communication tools, and route optimization so that they can ensure first-oriented, well-prepared customer service every time.
Mobile Workforce Management Definition
Mobile workforce management software allows you to manage your mobile workforce and is connected to all the tools that will help you schedule employees on the go, track mobile workers, and draw vital data. The perfect software must offer you an opportunity to run the operations of your workers and equip them with the skills they need to increase their performance.
MWM systems are developed to facilitate leaders to efficiently manage their field staff, especially when the staff are out there for customers. Mobile workforce management for utilities is another area where companies can streamline their field services.
What Tools are Included in Workforce Management Software?
There are several significant tools included in the best workforce management software for companies that help them manage their workforce effectively:
- Schedule and fully automate the mobile worker’s tasks.
- Assign mobile employees to new jobs.
- Interact with deskless employees in real-time.
- Perform capacity planning for high-flow or low-flow demand periods.
- Track employees on their way to various jobs assigned to them.
- Track job start, stop, and travel time.
- Track the average length of service engagements.
- Track worker’s performance against services promised.
- Connect with a CRM or any other system of record.
Challenges Influencing Mobile Workforce Management
The following are the main challenges influencing mobile workforce management (MWM) today and in the future:
- Data-Based Decision Making
The omnipresence of big data fuels the business to grow but leveraging the data insights is the real challenge! Data-driven decisions are pivotal to workforce management. With figures such as road travel time and customer feedback, managers now can optimize operations. However, getting this potential is not an easy task.
Mobile workforce management software stands as a revolutionary tool for companies whose employees are scattered all over the world. Thanks to these tools the decision-making is done based on data and the business can take advantage of the big data in mobile space.
- High Customer Expectations
Meeting or exceeding customer expectations becomes a must-do for businesses. The great experiences bring about a 140% rise in the amount spent. Meeting these requirements is highly important for those employees who are on the move. How do you match your service to customer timings? Is your tool up to the challenge? Doing so is essential for your brand promise during customer interaction.
However, mobile workforce management software is the solution to all the problems. Real-time communication, convenient scheduling, job dispatching, and a centralized client database are some of them. A business’s position in today’s tough competitive environment is greatly affected by the customer satisfaction level, which can be achieved with a relevant tool.
- Complexity of a Blended Workforce
In the evolving landscape of modern businesses, when the old once-standard nine-to-five model has turned into a mix of full-time, part-time, as well as contract workers. This change, although positive, comes with an assortment of difficulties such as scheduling conflicts, communication gaps, and data discrepancies.
In this regard, a powerful mobile workforce management system will be effective. For that, it should be able to provide services to all employee types, planning, and enhancing communications, and unifying customer data. Such a centralized solution brings both mobile and fixed-location employees to par on quality of service, thereby making customer satisfaction the ultimate priority.
Addressing Key Challenges Faced by FSM Organizations
The field service management industry is predicted to experience an annual growth rate of 11%. Currently, the FSM market, valued at $3 billion this year, may reach $5 billion within five years. In this rapid digital transformation, here are some important stats every FSO should know:
- Satisfying Customer Expectations – 56%
- Minimized Profit Margins – 48%
- Finding Professional Technicians and Drivers – 47%
- Inefficiency in Scheduling and Dispatching – 38%
- Competitive Pressure – 34%
- Enhancing Service Complexity – 33%
Choose Genic Teams Software to Manage Your Mobile Workforce
With the growing number of mobile workers, companies should equip their workers with the necessary tools to enable them to excel in their work. A modern mobile workforce management solution focused on mobile workers can collect and analyze vital metrics, simplify communication, and automate planning, providing mobile staff with the tools to satisfy customers’ needs.
Genic Team’s mobile workforce management system provides deep insights and analytics, real-time communications and scheduling, and a mobile-friendly approach to help your mobile workers increase productivity and work independently.
This is how mobile workforce management means optimizing mobile personnel’s work while ensuring customer satisfaction and operational efficiency through cutting-edge software tools.
