Field Focus: Field Service Innovation at the Edge

For most field service organizations, the edge is their front line and the face of the business. After all, the mobile technicians that make up the edge are the ones that go out to customers and help solve their problems.

Because these people are so essential to the success of a field service organization, it’s imperative to provide them with the right tools to do their job. And that’s where field service innovation at the edge comes in.

Here to discuss this topic in greater detail with host Mike Pandl is Kelly Stretz and Matthew Guth.

Stretz is MSI Data’s Manager of Customer Success, making sure that MSI’s customers continue to get value out of the services that the organization provides. Guth, MSI’s Vice President of Development, leads the development QA and DevOps teams that build, test and deploy new software to the cloud and mobile applications that MSI’s customers and technicians use.

The edge is “a little different from working remotely,” Stretz said. “The edge is a company’s field team, not their home office. It’s their technicians on the move. They’re very mobile, and really it’s what makes field service so unique.”

“Technicians out in the field need to be self-sufficient,” Guth said. “We need to enable them not only with software, but with mobile devices and all of their capabilities, and enable that communication between the service organization’s staff and their customers.”

Implementing new tools to improve communication and transparency between technicians and customers is key to a field service organization’s success.

For the latest expert insights, trends, and best practices to improve the productivity of your field workforce, make sure to listen to the rest of the Field Focus podcast on MSI Data’s website and subscribe on Apple Podcasts and Spotify.

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