What Is Mobile Workforce Management Software? Benefits, Features and More

Mobile workforce management software is a technology solution designed to help companies more efficiently manage employees who work outside of a traditional office, like field service.

Companies that manage a team of mobile workers must co-ordinate a host of details and assets - including customer information, appointment times, optimal routes and available technicians - to make sure jobs are successfully completed the first time. That’s a lot of responsibility and pressure.

Plus, our research finds 77% of customers want faster, more personalised service and a majority expect companies to adapt to their changing needs and preferences. To keep up with these expectations, mobile workforce management software is a must have for today's field service teams to keep their complex operations running smoothly.

Read on to learn more about the importance of mobile workforce management software in field service management, key features to increase productivity and best practices for implementation.

• What is mobile workforce management software
• Benefits of mobile workforce management software
• Key features of mobile workforce management software
• Benefits of mobile workforce management software
• Best practices for implementation
• How to choose the best mobile workforce management software

Mobile workforce management (MWM) software is a digital tool equipped with features that help businesses manage the activities of employees working outside a physical office, such as field service technicians, delivery personnel and travelling healthcare workers. Features include task scheduling, GPS tracking, timekeeping, communication, real-time reporting and access to customer, asset and work order data, all accessible via mobile devices.

This software improves operational efficiency by streamlining task assignment, monitoring both employee and contractor performance and ensuring seamless co-ordination between the mobile workforce and the back office. It also enhances accountability, reduces downtime and improves overall customer experience by ensuring timely task completion.

Mobile workforce management software keeps dispatchers and managers connected with remote employees they oversee, regardless of geographic location.

With the software, dispatch managers are able to organise mobile employees' and contractors' schedules, monitor employees locations in real time and track the status of tasks — all remotely. It's also a valuable tool for communication and collaboration, helping ensure managers and remote team members can maintain contact and seamlessly access the same data across departments with Slack for Field Service.

Implementing mobile workforce management software offers significant benefits for field service teams, such as:

• Improving efficiency: Our research shows mobile workers spend just 32% of their time interacting with customers, spending the majority of their time manually entering case notes. Mobile workforce management software automates these routine administrative tasks. In fact, 78% of mobile workers at organisations using AI said it saves them time on the job.
• Reducing costs: Our research found that 83% of mobile workers in organisations with AI said it has helped cut costs. In addition to time savings, the software can save money by optimising efficient routeing, scheduling and resource allocation.
• Boosting sustainability efforts: Cost-effective route optimisation helps companies reach their sustainability goals.
• Improving the employee experience: By making work easier and more efficient, mobile workforce management software creates a better employee experience. Our research found a majority of mobile workers reported that technology makes them feel safer en route to and during appointments.
• A better customer experience: Features like asset service management makes sure mobile workers have the tools and parts they need and Visual Remote Assistant lets them get help from experts from anywhere. Appointment Assistant keeps customers looped into when help is on the way and stay informed about their online visits. All of these features contribute to a good customer service experience.

Many industries relying on mobile workers currently face critical labour shortages. Our research finds that 74% of mobile workers report increasing workloads and 56% say they've experienced burnout on the job. When used effectively, mobile workforce management software can address these mounting concerns and increase output with:

• A comprehensive mobile app: When field service management needs are met in one app, your mobile workers can handle tasks more efficiently and even work off-line - so they never lose access in the field.
• Dispatch management: AI-powered dispatch management makes it easy to identify the best technicians for each appointment using factors such as availability, skills and estimated travel time. Agentforce for Dispatchers helps dispatchers quickly find appointments that need attention — increasing efficiency.
• Automated scheduling: Technology can handle scheduling that complies with service level agreements (SLAs), aligns with established business priorities and emphasises efficiency.
• Generative AI: Artificial intelligence can generate briefs to prepare field service workers before each job, power efficient knowledge base searches and summarise articles to help technicians find the right answers fast. Plus, automated work summaries speed up the documentation process each time a job is complete.
• Real-time data: With easy access to the most up to date information, teams stay on the same page and avoid misunderstandings.
• Automated tracking and analytics: Measuring key performance indicators (KPIs) and tracking goal progress becomes easier with automated data analysis and reporting.

To reap the benefits of the upgrade, your mobile workforce and managers must plan for success. A thoughtful approach to launching the product with your team can help with that. Let's go over some key steps.

1. Develop a strategy for implementation

Create a change management plan to roll out and train your teams. Take the time to think through which employees will be using the software, how you expect them to use it and what kind of results you hope to achieve. Plan a timeline for introducing the product to your team, the types of training resources you'll provide and how you'll communicate to your team. Then pilot the new technology and features with a small group to prove success before a broad roll-out. Those in the pilot can also become champions who can help to make the case for the software.

2. Make the case for the software to your mobile workforce

If you want your team — both employees and contractors — to get invested in a new product, it helps if they understand how doing so benefits them. Part of your communication strategy should include making the case for how the product will make their jobs easier and improve their professional outcomes.

3. Provide training resources

Every employee needs to have ample training and resources to set up for success. Make sure that you provide training materials in multiple formats for employees who like to learn in different ways. Consider including a mix of written instructions, video tutorials and in-person training sessions. Trailhead, Salesforce’s free online learning platform, is a great way for your team to learn valuable skills.

4. Clearly communicate expectations

Let employees know about your goals for the product and how you expect key performance indicators. If there are certain product features you consider mandatory, make that clear. For example, you may decide that generating a report after every service visit is necessary for tracking performance metrics..

5. Measure results, collect feedback and improve

Pay attention to your analytics. Is the software helping you to meet your goals? How do your mobile employees feel about the product and its implementation?

If needed, adjust expectations and tailor processes to ensure that they align with your priorities. For instance, if field service workers say an emphasis on fast resolution times means they don't spend enough time with each customer, you may consider shifting goals toward improving customer satisfaction scores instead.

Getting the most from this solution depends on choosing the right one for your particular needs. Consider the software that best supports your field service management process and the type of mobile workers you employ.

General features to look for in mobile workforce management software include:

• Ease of use: Consider how difficult the product will be to install and maintain. The more intuitive your solution, the higher probability of widespread adoption at your organisation. Look for software that offers in-app communication among customers and service teams, for seamless interactions and quicker issue resolution.
• Automation: A product that offers workflow automation features, like automated reporting and scheduling options, can contribute to significant time savings and lower burnout for employees..
• Generative AI: Generative AI can create pre-work briefs and post-work summaries, helping technicians find the right information faster during onsite visits.
• Scheduling and dispatching optimisation: Inefficient routeing is a costly challenge for mobile service teams. Look for a solution that helps you to make smart decisions about which technicians to schedule for each service visit to optimise routes, reduce travel time and create better customer experiences.
• Communication: Enable easy communication between field service managers, mobile workers, other departments and customers with features like in-app chat, Slack for field service and virtual remote assistance.
• Security: Don't risk breaching customer or company data. Look for a product with robust security and compliance features to help meet all regulatory requirements.

Empower your mobile workforce with the right software

Managing a mobile workforce is a complicated process, but the right mobile workforce management solution can set your field service team up for success. Automation and generative AI features can take basic tasks off your team's plate, letting them focus their time on interacting with customers. Scheduling and dispatching optimisation features does the same for field service managers, helping them make better, faster decisions. And real-time tracking and communication features help everyone stay connected and safe no matter where they are.