How can utility providers identify the mobile workforce management (MWM) software that will work best for them? MWM technology, such as VertexOne’s FieldWork, should have flexible features that boost a utility’s bottom line and reduce incoming customer complaints, additional reworks, and employee workloads.
What are the benefits of mobile workforce management?
The needs of modern utility providers have changed. The introduction of new technology, the ongoing COVID-19 pandemic, the rapid rise of remote workers, the changes in consumer expectations, and the gig economy are altering how utilities operate.
A mobile workforce management system must provide the proper tools, procedures, and technology to facilitate communication between the utility and mobile employees. This communication leads to a significant reduction in overtime working hours, wasted resources, and customer complaints.
Here are some more advantages of mobile workforce management:
- Higher productivity: MWM provides efficient scheduling, detailed dispatch information, and collaboration, giving field workers the necessary resources to carry out tasks. This leads to shorter wait times for customers and improved productivity for utilities.
- More transparency: Mobile workforce management uses real-time communication via frequent updates, tracking, and GPS to ensure that customers and field workers have all the information they need. It even allows for collaboration between the utility provider, employee, and customer.
- Improved customer experience: Improving the overall customer experience leads to a reduction in missed or late appointments, frustrating delays, unnecessary reworks, customer visits that don’t reach resolutions, calls to service centers, and more. The best part? MWM can be easily integrated with a utility’s current customer information system (CIS).
What features should MWM technology have?
The right mobile workforce management platform, such as VertexOne’s FieldWork, should have the ability to schedule, monitor, and analyze tasks assigned to mobile employees as they carry out utility services to meet customer needs. It should also possess the following features:
- Seamless integration with your current CIS
- Fast data transmission to and from the field
- Detailed customer billing features
- Collaboration opportunities that lead to better customer engagement
- Easy scheduling system (for both the field worker and dispatcher) that can receive requests and make updates in real-time
- Clear and intuitive communication features, including the ability to send automated information to employees about customer-related tasks
- Frequent updates about customer service requests and estimated resolution times sent via email, phone call, or text message
- Open communication between the utility, field tech, and customer before, during, and after service requests or outages
- An all-encompassing scheduling feature that keeps employees current on upcoming job assignments, leading to fewer errors and wasted resources
What MWM features does your utility need?
Every utility provider is different, and the needs of its customers and the communities it serves will determine which mobile workforce management features are necessary. To understand your current MWM needs, it can be helpful to ask yourself the following questions:
- What MWM features are essential to the customers and communities I serve?
- What current MWM system do I currently use? Does it lack any essential features?
- Am I looking for a complete system overhaul (updated CIS, MWM, and more), or am I interested in adding just a few updated features?
- What are my current customer pain points?
- Are there any persistent issues or obstacles my employees, field workers, and customers face?
- Are there areas of improvement that my utility continues to struggle with?
Streamline fieldwork and manage mobile employees.
Today’s integrations and customer experiences have changed the role a CIS plays in a utility provider’s daily operations. Learn which CIS features are imperative to modern utilities by downloading our guide, More than a Utility Billing System: How a Customer Information System Can Excel.
