Today, thanks to the Internet and mobility, relationships with customers have become multifaceted, with more sides than a diamond: they are connected, complicated, better informed, and more demanding. We must prepare ourselves to face this reality with effective and permanently connected tools.
In 2016, mobile workforces stood at about 38.8 %, a figure that will reach 42.5 % in 2022, affecting 1,870 million people in just 5 years. These employees currently use a variety of devices to perform their tasks, but the trend is to focus on wearables, tablets, and ultrabooks. In the first group, smartglasses and smart watches are expected to be the most popular types.
On the other hand, the demographics of workers is changing due, to a large extent, to the gradual incorporation of millennials to the workforce. And we already know that each and every one of these upcoming generations will be “mobile first”. This leads us to think that they will want to enjoy the same level of automation in their working lives as they are already using in their personal lives. More specifically, we are talking about the everyday use of smartphones, tablets, and social networks.
Given that millennials will account for about half of the world’s labour force within just four years, it is not preposterous to suggest that we must adapt businesses to transform them into digital organisations, not only for them but also for the customers we shall have to attend, since the number of millennials will also increase among them.
We must set the stage and start changing how we cater for customers in the new digital context. We should, therefore, move towards cloud-based systems and mobility.
This mobility has placed customers at the centre of business processes during the life cycle of our relationship with them, from marketing, commercial activities, the delivery of products and services, and after-sales services. This is leading to the need to redefine the roles and functions linked to each stage of the process. Today, precisely thanks to the Internet and mobility, relationships with customers have become multifaceted, with more sides than a diamond: they are connected, complicated, better informed, and more demanding. This also allows us to improve the opinion they have of us.
The availability of information at any time and place makes it easier to interact and enables employees to contribute to the management of information and to decision-making. Duly limiting the scope of these aspects and providing the necessary autonomy can lead to greater efficiency and productivity.
Solutions like Task4Work are working in this direction: a fully efficient cloud-based solution aimed at managing your mobile workforce, which allows your company to increase customer satisfaction and at the same time reduce your operating costs.
It provides relevant information in the appropriate context (forget about phones and spreadsheets), it automates processes by using task workflows, and it provides Management with real-time scorecards of an operational nature that clearly display the status of the company’s activities.
Employees are permanently aware of the tasks assigned from the beginning of their work shifts, and of any changes that may arise throughout the day as everything is updated in real-time. They can also interact with their own agenda in coordination with the dispatchers by bringing forward tasks or reassigning them to balance availability as efficiently as possible. Based on our experience, we know it is possible to increase the number of daily tasks by more than 15 % thanks to Task4Work.
It is precisely this type of cloud-based solution that will allow your business to live up to the expectations of both your customers and your future (not-so- distant) human resources.