Field Force Automation in 6 steps

So you have decided to invest in Field Force Automation? A good idea: it enables you to enhance your customer service and to reduce operational costs by 25%. Field Force Automation projects can be quite complex, requiring the integration of mobile devices, mobile applications and back office processes. In order to achieve the best results there are six important things to keep in mind.

Step 1: focus on the customer

Always start from your customer’s needs and expectations. A service delivery process analysis, customer satisfaction inquiry and cost-risk analysis are a good starting point to improve your service delivery process.

Step 2: design ‘mobile first’

Your solution must be built for mobile use, taking into account user expectations and overall IT strategy as well. It is important to understand the day-to-day journey of your field force to ensure functional relevance.

Step 3: offline or online?

Offline capabilities offer your field force the freedom to use their mobile application regardless of network connectivity. The ability to stay productive during network downtimes also represents a major business advantage.

Step 4: the right device, platform and support

In most cases, mobile applications supported on several mobile platforms are the best choice. Cross-platform applications are more cost-effective, easier to maintain, more flexible and future proof. They also offer the same look-and-feel for all users on all devices and operating systems.

Step 5: security and remote management

Important security aspects to consider are those related to mobile application access, authorisation and integration with the back office. Securing your mobile devices and data will be significantly easier if you can manage the devices remotely.

Step 6: a future proof solution

Think long term when choosing a field force automation solution. It has to be modular and able to adapt to the evolving needs of your business, both from an IT and an operational point of view.

Are you ready to take the next step? Download our opinion paper on 6 Steps to Effective Field Force Automation for more information and visit our dedicated webpage.