4 Components of Workforce Management in the Virtual Age

Posted by Erez Glinansky

Wed, Nov 20, 2013

enterprise mobility workfrce management softwareAdvanced technology and enterprise mobility have completely changed the way field service industries operate.

Today’s market features application rich support, complete mobility, high-speed data sharing and an unprecedented level of communication.

Here’s a breakdown of what 21st century workforce management looks like:  

1. Workforce Management Software

To streamline and automate many of today’s administrative responsibilities, field service management depends on workforce management software. This highly adapted field service optimization solution provides several benefits to workforce management, like:

  • Helping to manage employee skills and compliance requirements

  • Capturing detailed information about labor usage

  • Improving visibility of staffing

  • Delivering more detailed view of labor management requirements to help with decision making

  • Receiving input from other modules

From the field service technician’s perspective, workforce management software allows for:

  • Logging work hours

  • Viewing service histories

  • Recording work performance

  • Accepting or rejecting job dispatches

2. Cloud Computing

For company information hosting, in-house servers are quickly becoming a thing of the past as cloud-based platforms better support cost-effective growth and out-of-office productivity. Benefits of cloud computing include:

  • Increased Automation of scheduling tasks

  • Better visibility of day-to-day operations

  • More personalized customer service through increased information access

  • Heightened productivity and efficiency

Cloud computing integrates with workforce management software to create a seamless world of information sharing for workforce management, employees and fleet technicians.

3. Enterprise Mobility

When it comes to field service, teams need to be able to maintain their connection with information and colleagues in order to fulfill their responsibilities with the efficiency and quality that today’s market demands. Through the use of mobile devices (either provided by field service companies or allowed through a BYOD policy) technicians have an invisible tether that keeps them connected to the office.

4. Smart Metering

Smart metering is a new, technologically advanced version of traditional metering that communicates hourly utility usage data back to the service provider. These meters also impart the most accurate usage data to the customer so they can better monitor their electrical and gas consumption. Best of all, smart metering provides a major boost to field service optimization and greatly assists workforce management by:

  • Reporting data to workforce management software

  • Allowing for better visibility into outages

  • Reducing overhead cost

  • Increasing security protection of meters

  • Allowing for customer control through real time viewing of utility usage and cost

  • Faster and more accurate billing

Each workforce management component is designed to optimize field service operations, simplify processes, better organize the flow of data and ultimately help companies to compete with the every changing pace of the marketplace. It all starts with workforce management software, which acts as the central station for information flow.

Tools like cloud solutions, mobile devices and smart metering better push the most important data to exactly where it needs to be regardless of time or geographic barriers. The end result is a field service operation that is unbound by traditional ties and free to run with superior fluidity.

Image Credit: USDAgov

Tags: Enterprise Mobility, Mobile Workforce Management