How Mobile Asset Management Boosts Customer Service

 

There has never been a greater demand for operational excellence within organizations through mobile asset management. This technology allows managers to find ways to continually improve operations while minimizing maintenance costs and capital expenditure.

Today, the assumption that organizational assets are stationary and can only be served by a particular technician or firm is no longer valid. Instead, employees expect transparency on the location of assets, their service history, and useful life.

A mobile asset management solution allows different actors within a field service company to access asset information from anywhere. This helps boost the quality of customer service in several ways. 

 

Technicians Have Access to Up-to-Date Data

When technicians go to the field with mobile devices that can access real time information about the assets, they are more empowered.

With the Internet of Things (IoT), it is now possible to collect and relay real-time information on an asset. If technicians can access this information, they can make accurate diagnosis and recommend correct fixes.

This eliminates trial-and-error fixes and repeat visits to the customer site. Customers will also benefit from quicker services due to more rapid diagnosis of issues. 

Again, sometimes technicians end up going to the field after customers raise false alarms. With mobile asset management and IoT, it is possible to make preliminary assessments before sending a crew.

Read more: 4 Field Service Feats Made Possible with Digitized Asset Management

 

Better Scheduling of Service and Replacements

When technicians visit field assets with real-time data on hand, they can make assessments on conditions of assets. They can make recommendations on whether to service a part, or to replace altogether.

The result is that service and replacements happen before failure and subsequent interruptions in service delivery. For instance, a client may have called regarding a minor issue, but the field technician can do a thorough sweep, check service history of parts and machines, and file an appropriate report.

The customer will appreciate this extra service, which can be rendered at no additional charge. It is a way of building the customer’s confidence and trust in the company’s services.  

 

Mobile Asset Management Creates Collaboration Opportunities

With mobile asset management, a technician can work in conduit with colleagues who are in a different location.

For instance, an electrical technician could be called in to check on a field asset but end up needing information from a mechanical engineer who had serviced the asset before. They can check on the field service system the history of the asset and any notes made by the mechanical engineer.

It’s a great way to foster collaboration and learning within the team. It also reduces the need to invest in too many staff when experts in different areas can complement one another effectively through remote communication.

The field technician has a rich pool of knowledge from which they can tap into whenever need arises on the job. 

Read more: How Asset History Tracking Improves the Customer Experience

 

Mobile Asset Management Can Streamline Organizational Workflow

When a customer service request comes through, a ticket is normally raised and assigned to the correct department or team. A breakdown in communication can lead to delays in responding or a ticket falling through the cracks totally.

A mobile asset management system can help by giving technicians a dashboard from where they can view a queue of service requests they need to respond to. This helps them plan their schedule better, including ensuring they have the necessary equipment to attend to all those issues.

Using such a system can help collect data on the average time it takes to resolve customer issues. The data can help decide whether the company needs additional staff. 

 

Accurate Register of Assets

Asset intensive companies will often have thousands of machines spread out over wide geographical areas. It can be hard keeping a paper register of all these items and conducting manual counts every few months when an audit is due.

A mobile asset management system can keep a real time record of all company assets, by keeping a record of their GPS locations. It is also possible to tell their current status- on or off, the last service, when service is due, and so forth.

It is a great way of securing equipment, which forms a big portion of a company’s balance sheet.

Read more: Construction Equipment Dealer Shares How They Achieve Seven-Figure Warranty Recovery Savings with Mobile Asset Management

 

Conclusion

As seen, the use of mobile asset management is more of a necessity than a luxury for any field service company today.

It empowers staff with the right information to perform, enables better planning, and leads to greater customer satisfaction. In fact, employees can use their own mobile devices to access information, thus eliminating possible hardware costs for the company.

Faster turnaround times, more efficient staffing, and better execution of major maintenance plans are other benefits of mobile asset management. The financial savings can always be passed to customers through competitive pricing and complementary services.

If your company needs help with mobile asset management software, check out MSI’s Service Pro.