8 ways to improve your service with mobile devices
The customer is king and deserves only the best, right? Earning their lasting loyalty will require customized products, but also first-class service. Maintenance and other services are now easy to perform at the customer's location with mobile devices connected to the ERP system, keeping all important information ready for retrieval.
The latest IDG study Cloud ERP 2021(only available in german) shows that mobile terminals are playing an increasingly important role in companies – not least in service. For more than two-thirds of respondents, their main reason for choosing a cloud ERP system was access to ERP functions and data, anytime and anywhere through mobile devices.
Learn how to future-proof your service - in digital and mobile format - with our eight tips.
- Digital, not analog
The paperless office is considered the workplace of the future, but many companies still rely on analog documents and handwritten notes for their work tasks. To save on resources and speed up internal workflows, take the step toward mobile, digital applications. For example, keep all your forms and checklists in one place – ready to be called up at any time for the next job.
- Use existing infrastructure
Switching to mobile work doesn't have to make your old hardware obsolete. Existing smartphones, tablets, and the like can often also be used for mobility in service. Ideally, a detailed overview of your operational mobile devices and their technical equipment already exists, so you can quickly check whether they meet the requirements and, ideally, save costs.
- Provide process data ad hoc
If you offer your customers different service models, each item should be precisely defined and the entire process should be centrally stored. Whether time or runtime-dependent maintenance for machines, individual support calls, or spontaneous service orders that only come up at the customer's location – valid data is crucial for every task. With mobile devices and an ERP solution, data can be entered from anywhere at any time. The key prerequisites: context-sensitive access to the necessary information and a simple user interface that makes work easier for your employees.
- Digital operations planning as a proving ground
Take the first step towards digitalization in MRP and make your dispatchers' work easier with end-to-end digital solutions. These solutions take things like holidays and absences into account, as well as individual knowledge and any certifications required for the respective activities. Graphic map and route displays provide visual support for optimal resource utilization, so discrepancies can be detected at a glance. Once you're done planning, you can reach all technicians and employees quickly and consistently.
- Intensify integration
For functional digital processes, your mobile devices and the service module of the ERP system need to be seamlessly integrated. It's the only way to retrieve relevant information ad hoc, enter documentation quickly and easily, and report material consumption and time requirements for invoicing. Ideally, disruption-free information flow should also be ensured for upstream and downstream systems – for things like work scheduling in your time management software.
- Document easily with mobile devices
One of the most common service tasks is troubleshooting at the customer's location. It's easy to document the work that has been done with quick before-and-after photos or videos. This also makes it easier for your technicians to prepare for potential follow-up appointments. If you use mobile devices such as smartphones or tablets for this, the footage can be transferred directly to the document management system and linked to the appropriate project. This saves you valuable working time on every job, time which will add up over weeks and months.
- Work mobile online and offline
A high-performance network connection is essential for a successful mobility project with real-time data transmission. But what happens when your employees are working in high-security areas or basements without network coverage? To ensure that the data entered isn't lost, mobile solutions that are capable of running offline are ideal. These tools store the collected information and transmit it automatically once the network connection is re-established.
- Develop specific key figures
In addition to the operational benefits, mobility in service can also form the foundation for sound management decisions. Thanks to digitalization, all relevant data is available centrally in real time, where management can use it for decisions like further modifications to the range of services, or setting a strategic course for development of new products and services.
5 Tips for Using the Full Potential of Mobile Apps
Have you acquired a taste for mobility, and want to learn more about it? Read how to make your project a long-term success here:
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