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The digital transformation of a business must be based on new methodologies and tools. This is the only way to improve the service you provide to your customers and abandon pencil and paper systems forever.

Suppliers in the IT industry are constantly talking about the necessary digital transformation of businesses, the benefits of using digital devices, process automation, the valuable information they provide, and the analytical capabilities of their systems. However, reality shows that such a transition and assimilation of concepts is not so easy, nor can you standardise a methodology for all cases.

For a company working in what could be described as “the traditional way”, this “digital” change implies not only adopting new tools, but also a change in the mentality of its employees, who are used to doing things “as always” using rudimentary tools or even pencil and paper.

Considering organisations dedicated to customer services and field work that could benefit by adopting our Task4Work solution (a new generation and fully cloud-based system), perhaps the change could be deemed excessive.

However, our experience with customers indicates that, despite the initial reluctance to any change, this new technology is widely accepted at all levels of the business.

Field workers no longer have to go to the office at the end of their work day to hand in forms or transfer the information to management systems to consolidate the data. Dispatcher no longer have to wait to be able to redistribute workloads and assign new tasks. This is the beginning of a new era, in which it is possible to automate tasks and establish rapid workflow approval processes.

Furthermore, for the management, it provides an overall view on whether tasks are being completed on time and whether they are really profitable, whether service level agreements are being met and the organisation can take on greater challenges to grow.

Customers actually demand our development 

Increasingly dependent on mobile devices, they want to be able to report incidents digitally, through multiple channels; they want to know when the technician will arrive, keep service records, information on coverage, the same attention and service regardless of the location. They become the focus point of our digital transformation.

In fact, in an increasingly connected and competitive world, customer service is precisely what makes a difference.

How do you implement this transformation in a step-by-step manner?

If you put yourself in the shoes of dispatchers; prior to implementing digital tools for daily tasks, their job consisted in organising the workers and ensuring they were productive. They were constantly on the telephone trying to find out the status of the tasks assigned. In this new era, using this new work model, you also have to deal with the information being generated; and use it wisely to make the most of it.

It is not about adding a greater workload, but about simplification. It is about automating processes and eliminating inefficiencies. It is now possible to observe how people perform their work, to establish reference points and performance benchmarks, identify where and how to invest in training, or clearly identify each employee’s best skills. Digitising processes makes all these things possible.

Tools such as Task4Work simplify daily tasks by coordinating work schedules in real time, and also dealing with any incidents that may arise during the day quickly and efficiently.

This was the case at Obremo, a services company in the water, telecommunications, gas, renewable energy, infrastructure and electricity sector that had to deal with the challenge of managing 1,800 daily inspections carried out by 60 inspectors. Our solution provided an optimal planning tool, with a complete overview of each activity in real time.

This transition can be approached at the pace that your organisation needs. In addition, we provide free trials of our solution to enable you to experience how easy it can be to take this step, which will undoubtedly be a turning point in the development and growth of your organisation.

How can I improve customer satisfaction and the effectiveness of my field workers?