A lot has changed in communications over the last 25 years. Imagine having to carry separate devices for the various functions your smartphone performs today. Back then, you’d need to carry a camera, recorder, calculator, calendar, maps, computer and, oh yes, a phone.

Now, think about a field service technician dispatched to a service call. If he’s carrying a mobile device connected to all the same resources he can access in the office, does it make sense for him to also carry paper invoices, service manuals, and even a laptop with different applications? Of course not…

That’s why more companies want their tech partners to embed real-time collaboration into their mobile business apps. Let’s look closer at the benefits to a field services organization as an example:

• Workload Management – With better information about the status of various field members – location, expected time to completion of an assignment, hours until the end of their shifts, etc. – the home office can more effectively address both internal and external needs.

• Pre-Visit Preparation – If information about customer needs can be transmitted to the field before the appointment, the technician can be better prepared to do the job – parts in hand, sufficient time allowed and more.

• On-Site Efficiency – With an array of tools at hand, including a camera or video functions, and access to identify, contact and collaborate with experts from the home office, the tech can more quickly diagnose an issue and get the repair done in less time.

• Value-Added Expertise – The technician can better address a customer’s issues by reviewing not just notes from the dispatch unit, but the complete history of services rendered and products purchased. With this information, the field tech can identify up-sell opportunities.

• Business Intelligence – If an app captures all real-time communications with the client and supporting staff within the customer service record, the company has a whole new set of information that it can use for post-service call interactions and analytical assessments.

These are just some of the tremendous gains in efficiency, timeliness and knowledge that are possible when you include real-time collaboration in your mobile apps.

Jeff Nolte is President and CEO of CTS, a leading Voice and IT services provider based in Millersville, Maryland. He may be reached at (800) 787-4848 or jnolte@ctsmd.us. Visit: www.ctsmd.us.