2020 saw a change that few would have predicted, at least not at the rate in which it unfolded. Previously Mobile Workforce meant women and men who worked on the road or were able to carry out part of their work remotely. Mobile Workforce still means that, it just applies to many more people and roles now.
The future really is mobile and as a business Dusk Mobile has had this vision since inception. So, what does this look like in reality? Talking with our customers, the Mobile Workforce of 2021 and beyond is:
Customer Service.
Since the smart phone was introduced, the expectations of customers has seen exponential growth. The smart phone paved the way for a simplified approach to accessing information and with that the “need it now” model, customers have come to expect from most industries. This expectation has been here for a some years now with the mobile workforce and customers will continue to expect more as the rising tide of real time information lifts all industries…
Being connected.
A plentiful supply of data sources are available and bringing them together to empower your mobile workforce will continue to grow. Delivering greater value to your customers and being an integral part of their day. As the Internet of Things (IoT) becomes ever more prevalent and insights from those devices add value to your mobile workforce, integrated and automated delivery of that data will be front of mind, balanced with usability to access information.
Learning.
We’re already seeing this elsewhere in the software industry and 2021 will see it continue to grow. A Mobile Workforce that can benefit from Artificial Intelligence (AI) to work smarter. This will be in customer service, routes, equipment, materials, time and more. Furthermore will be the rate at which AI interjects to the mobile workforce, from weekly or daily to hourly or by the minute.
Security.
Mobile Workforce technology has been a security focus since information that was tethered to a cord and desk left the building in someone’s hand. Providing more information to service customers, introduce efficiencies and optimise, invariably means the need to access more information. This needs to be done with a clear architectural path to ensure access is authorised to only those staff that require it and privacy by design underpins decisions.
Simplified Change Management.
One area the events of 2020 has shown us, is the need to innovate and enact change quickly across your organisation. To this end Change Management to adopt new technology will need to be simpler. Classrooms of staff may not return and with that goes a tried and tested method of learning. Technology walkthroughs that engage, with strong remote support and even gamification will shine.
More field autonomy.
As Planners and Schedulers have moved to working from home in many organisations, elements of collaboration that were previously in a single room in the office aren’t as easy. Field Technicians and Crews are well placed to create and assign work and in some cases reschedule from the field. Software that supports this is going to be part of the next evolution of an empowered Mobile Workforce.
Source: Alan King (mobileworkforce)
