The Essential Guide to the Mobile Workforce in Field Service

A mobile workforce performs their duties remotely, away from a traditional office setting. Equipped with mobile devices, apps, and digital tools, mobile workers bring flexibility and efficiency to businesses, especially in field service.

Understanding how to effectively manage a mobile workforce in field service is critical to delivering an excellent customer experience. Our research finds that 74% of mobile workers say that customer expectations are higher than they used to be.

We'll look at the benefits and challenges of managing mobile workforces in field service and how technology — especially AI and automation — can help your team become more efficient and productive.

• What is a mobile workforce?
• Benefits of a mobile workforce
• What is mobile workforce software?
• How to choose the right mobile workforce software
• Set up for success with your mobile workforce

A mobile workforce is a team of remote employees and contractors who use cloud-based apps and software on smartphones, tablets, and laptops to perform their job duties from any location. This model is used in industries that require flexibility and on-the-go operations, such as field service.

Mobile workers include field service technicians, consultants, project managers, professional service providers, among others. They use mobile technology to stay connected, access information, and complete tasks from anywhere.

Why is a mobile workforce important?

The value of a mobile workforce lies in its ability to enhance operational efficiency, improve customer satisfaction, and adapt to changing work environments. Mobile workers can respond quickly to customer needs, provide on-site services, and maintain productivity regardless of their location. This flexibility is essential in today's fast-paced, field service business landscape.

With a mobile workforce, your business can:

• Expand geographic reach: Mobile workers can serve customers and clients across a wider geographical area, enabling you to expand your market presence.
• Improve response times: With teams dispersed, your business can respond more promptly to customer inquiries, service requests, and emergencies. This can lead to enhanced customer satisfaction and loyalty.
• Optimize resource usage: By matching the right mobile worker with the right task or location, you can maximize your resources and ensure efficient service delivery.
• Adapt to changing demands: Mobile workforces allow your business to scale up or down their operations more easily, adjusting to fluctuating demands and market conditions.

How to manage a mobile workforce

Effectively managing a mobile workforce requires a strategic approach and the right tools. Here are a few to consider:

• Use mobile workforce management software: Choose field service management software that offers features for scheduling, dispatching, route optimization, tracking, communication, and performance management. Make sure teams have access to digital communication tools to keep everyone connected and informed.
• Create a culture of communication: Encourage communication and collaboration through various channels, such as video calls, messaging apps, and project management tools. This ensures mobile workers always have a way to stay in touch and get the information they need quickly.
• Provide ongoing training and support: Ensure your mobile workers have the necessary training and support to perform their tasks efficiently. For example, training sessions on field service management software can ensure employees understand features like scheduling, tracking, and communication tools. Trailhead, Salesforce’s free online learning platform, is a great way for your team to learn new skills and build knowledge in field service. Encourage your team to join the Serviceblazer Community to collaborate with other field service pros and learn best practices.
• Set clear metrics: Establish field service key performance indicators (KPIs) to measure productivity, such as response time and first-time fix rates, so teams understand priorities. Quarterly or bi-annual performance KPI reviews and feedback sessions can help your team stay on track and continuously improve.
• Conduct regular check-ins: Schedule weekly team meetings to maintain cohesion and address any issues. One-on-one check-ins with employees can also help identify and resolve any challenges they might be facing. Encouraging feedback and open dialogue fosters a supportive and collaborative work environment — helping your mobile workers feel more connected with the rest of the team.

Mobile workforce recommendations and tips

To optimize the performance of your mobile workforce, consider implementing these standard practices:

• Invest in technology: Equip your team with reliable mobile devices, and use field service technology that enables them to work efficiently and effectively. Consider cloud-based solutions, like Salesforce Field Service, that offer flexibility and scalability. And ensure mobile apps and other tools are user-friendly and compatible with various devices and operating systems, so you don't run into unnecessary delays.
• Provide training: Offer training sessions to ensure employees understand how to use their mobile tools. Continuous learning opportunities, such as monthly webinars on the latest technology trends and industry best practices, help employees stay up to date with industry standards. Training should also cover company policies, security protocols, and communication standards. Consider creating a knowledge base or resource library for easy access to training materials.
• Set clear expectations: Define roles, responsibilities, and performance metrics at the beginning of each project or quarterly and review them at least every six months. Clearly communicated expectations ensure your teams understand their goals and how their work contributes to the organization's success. Reviewing and updating these expectations at least semi-annually keeps everyone aligned. Establishing work schedules, response times, and availability guidelines can also help manage expectations.
• Encourage collaboration: Use collaboration tools to foster teamwork and idea-sharing. Collaborative project management tools like Service Cloud for Slack enable seamless communication and collaboration among remote teams. Encouraging social interactions and team-building activities can also strengthen team bonds. Virtual water cooler sessions and recognition programs can promote engagement and camaraderie.

Implementing a mobile workforce offers numerous benefits, including:

• Increased flexibility: Mobile workers can work from anywhere, which can lead to better work-life balance and higher job satisfaction. This flexibility can help your business to attract and retain top talent. Both employees and contractors value the ability to manage their work schedules more autonomously.
• Enhanced productivity: Mobile customer service software enables employees to access necessary information and complete tasks efficiently from anywhere. Employees are connected to support if they need it, helping to increase first-time fix rates. For example, a technician can get step-by-step guidance from an expert using Visual Remote Assistant, reference knowledge base articles, or check inventory in an asset service management system — all from their mobile device.
• Improved customer service: Having a mobile workforce can greatly improve your customer service by allowing for quicker response times and more personalized interactions. This underscores our State of Service report findings: 72% of mobile workers say customers seem more rushed, and 73% of mobile workers say customers expect a more personal touch than they used to. The ability to respond to customer inquiries quickly and resolve issues fast — regardless of location — can contribute to higher customer satisfaction scores (CSAT).

Mobile workforce challenges

Despite the many benefits of a mobile workforce, managing it comes with its share of challenges. These can include:

• Communication issues: Ensuring effective communication among distributed team members can sometimes be difficult because of technological failures and miscommunications. These can lead to errors, missed appointments, and decreased morale. Clear and concise communications helps teams avoid misunderstandings and keeps everyone aligned with the company's goals. Regular virtual meetings, instant messaging, and tools such as Slack for Field Service and Appointment Assistant can help mitigate communication challenges.
• Security concerns: Protecting sensitive data on mobile devices requires proper security measures. Mobile workers often access company data from many different connections, increasing the risk of data breaches. Your business must implement strong security practices, including encryption, secure access controls, and regular security training for employees. Use virtual private networks (VPNs), two-factor authentication, and mobile device management (MDM) solutions to secure remote access. Regularly review and update security policies and conduct training sessions to keep employees aware of the latest threats and best practices.
• Performance monitoring: Tracking your mobile workers' productivity and performance can be challenging without the right tools. Managers need clear visibility into employees' activities and outputs to ensure accountability and maintain high performance standards. Time tracking, project management, and reporting tools can provide insights into your team's productivity and progress.
• Incident management: Resolving major business disruptions quickly is crucial for maintaining customer trust. Effective incident management enables mobile teams to identify and track incidents, collaborate with experts, and keep customers informed, ensuring service and operations teams work together with all incident and customer data in one unified workspace.
• Isolation: Your remote workers may feel isolated, which can impact morale and collaboration. Lack of face-to-face interaction can lead to feelings of disconnection, reducing engagement and collaboration. This is where good knowledge management practices can help keep distributed teams aligned and informed. Encouraging virtual check-ins, fostering a sense of community through team Slack channels, and organizing occasional in-person team events can help service leaders combat this challenge.

Mobile workforce management software helps field service organizations manage and coordinate their distributed teams — both employees and contractors. Powered by data and AI, this software contributes to benefits like maximized efficiency and increased customer satisfaction

Solutions such as field service management software can be tailored for mobile workforce needs, with features like scheduling, tracking, communication, and performance management. These capabilities help teams stay connected, informed, and productive with efficient coordination and real-time updates.

The role of AI in mobile workforce management solutions

AI-powered solutions like field service automation can streamline routine tasks, provide intelligent insights, and enhance the overall efficiency of mobile workforces. For example, features like intelligent scheduling factor in worker availability, location, skills, and job requirements, and automate scheduling for field service managers. This not only saves time but can increase productivity and customer satisfaction. AI can also help with monitoring performance metrics, identifying trends and areas for improvement.

Selecting the right mobile workforce management software is crucial for seamless operations. Consider the following factors when deciding on the best solution for your team:

Features and functionality

Comprehensive mobile workforce management solutions are designed to streamline your operations. They provide managers with the tools they need to oversee teams effectively and keep customers happy.

Look for field service management software, like Salesforce Field Service, that includes features for dispatch management, scheduling, tracking, communication, and reporting. Prioritize capabilities such as task assignment, real-time location tracking, timesheets, and analytics to keep up productivity and identify ways to improve.

AI and the ability to operate offline are must-have features for your field service management. AI-powered tools, such as External Knowledge Search Answers, augmented reality, mobile quoting and document builder, and Salesforce Pay Now, help your mobile team be even more efficient in the field. With offline mode, your field service team can still be productive even when there’s no connectivity.

User-friendliness

Choosing a solution that is user-friendly and includes a mobile app is crucial. Not only can this streamline operations for mobile teams, but it can enhance the customer experience by meeting them where they are. A user-friendly and intuitive interface can help reduce the learning curve for employees and empower them to navigate the software efficiently. Look for software that offers in-app communication between customers and service teams, enabling seamless interactions and quicker issue resolution.

Integration

Ensure the software you choose can integrate with your existing customer relationship management (CRM) and enterprise resource planning (ERP) systems. This way, there’s only one app to conduct all tasks and see all customer, asset, and work order information.

Plus, compatibility with current IT infrastructure can not only enhance efficiency but reduce disruptions. Look for software that offers API integrations with your existing systems and tools.

Scalability
Select a solution that can grow with your business and adapt to changing needs. As your mobile workforce expands, the software you choose should be able to handle increased data, users, and operational complexity. Consider the vendor's reputation and support services to ensure long-term reliability.

Successfully managing a mobile workforce requires a strategic approach and the right technology to support your team. You can enable your mobile teams to thrive by fostering a culture of clear communication, collaboration, accountability, and continuous learning.

Ultimately, the key to success lies in striking a balance between empowering mobile workers with the necessary resources and maintaining a cohesive, connected workforce. As the future of work becomes clearer, embracing the mobile workforce model with a strategic and adaptable approach will position your business to stay competitive and meet the ever-changing demands of customers, employees, and contractors.