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Q&A: How much does mobility actually affect efficiency and operating expenses?
Q: Can you provide an example of where mobility reduces operating expense and increases efficiency?
A: Great question and many good examples for a variety of companies, industries, and sizes.
Here is an example of a small to medium enterprise (SME) who’s core business is elevator maintenance and repair. They employ a field service team of 75 engineers who travel on a weekly basis across the USA. Before the deployment of a mobile solution, the process consisted of the engineers arriving at the office on a Monday morning to collect their job orders. They departed across the country to their individual accounts and territories. Their week would consist of moving from one customer to another performing their scheduled maintenance and repairs and returning home at the weekend. Monday morning, they would upload their customer log of repairs, parts used, and invoicing data to accounts payable who would process the information and mail out invoices to the appropriate customers. This process would challenge the cash flow of the company and add up to 10 days to the billing cycle.
After deployment, each engineer was equipped with mobile devices that would enable them to complete the job order, upload customer information to the CRM system, complete the pro-forma invoice and send before moving on to the next customer. This customer experienced an average of a 6 day reduction on the billing cycle and an improvement in customer satisfaction.