The right approach to mobility in service

The current IDG study Cloud ERP 2021 shows that mobile devices are playing an increasingly important role in companies - not least in service. More than two-thirds of those surveyed opted for a cloud ERP system primarily in order to have access to ERP functions and data anytime and anywhere using mobile devices. The software manufacturer proALPHA provides 8 tips on how companies can improve their mobility in service.

1. digital instead of analog

The paperless office is considered the workplace of the future, but many companies still rely on analog documents and handwritten notes on their processes. To save resources and speed up internal processes, it's worth taking the step toward mobile, digital applications. For example, employees can find all forms and checklists collected in one place - ready to be called up at any time for the next job.

2. use existing infrastructure

The switch to mobile working does not mean that previously used hardware equipment becomes superfluous. In many cases, existing smartphones, tablets and the like can also be used for mobility in service. Ideally, there is already a detailed overview of the mobile devices that can be used and their technical equipment. This allows companies to quickly check whether they meet the requirements and, at best, save costs.

3. provide process data ad hoc

If you offer your customers different service models, you should define each item precisely and store the entire process centrally. Whether time- or runtime-dependent maintenance for machines, individual support calls or spontaneous service orders that only arise at the customer's site - valid data is indispensable for every task. With the help of mobile devices and an ERP solution, data entry is carried out independent of location and time. The most important prerequisites: Context-dependent access to the necessary information and a simple user interface that makes work easier for employees.

4. digital deployment planning as a test balloon

With the first step toward digitization in dispatching, companies can relieve the workload of their dispatchers with the help of end-to-end digital solutions. Among other things, these take into account holidays and absences as well as individual knowledge and certifications that are necessary for the respective activities. Graphical map and route displays provide visual support for optimal resource utilization - so discrepancies can be identified at a glance. Once planning is complete, Mobility enables the responsible parties to reach all technicians and other employees quickly and consistently.

5. intensify integration

For functional digital processes, the mobile devices and the service module of the ERP system must be seamlessly integrated. Only in this way is it possible to retrieve relevant information ad hoc, to enter documentation quickly and easily, and to report back material consumption and time requirements directly for invoicing. Ideally, information flows without media discontinuity should also be ensured for upstream and downstream systems - for example, for working time planning from your time management software.

6. document easily with mobile devices

One of the most common service tasks is correcting defects at the customer's site. With quick before-and-after photos or videos, the work performed can be easily documented. This also makes it easier for technical staff to prepare for possible follow-up appointments. The use of mobile devices such as smartphones or tablets is ideal for this purpose, transferring the image material directly to the document management system and linking it to the appropriate project. This saves valuable working time on every job, which adds up over weeks and months.

7. work mobile online and offline

A high-performance network connection is essential for a successful mobility project with real-time data transmission. But what happens when employees work in high-security areas or basements without network coverage? To ensure that the data entered is not lost, mobile solutions that support offline operation are ideal. These save the captured information and transmit it automatically as soon as the connection to the network is restored.

8. develop specific key figures

In addition to the operational benefits, mobility in service also creates a basis for sound management decisions. Thanks to digitization, all relevant data is available centrally in real time and can be used by management, for example, to make further adjustments to the service offering or to set the strategic course for the development of new products and services.

Source and further information: proALPHA