Customers expect to get what they want in their mobile moment. They expect
to access any information or services from any device, in their immediate
context, at their moment of need. As a result, mobility has become central to
the delivery of a high-quality customer experience and often, by extension,
the employee experience.
IT and business decision-makers must enable employees to seize their
mobile moment, particularly those employees out in the field who must deliver
high-quality service and support to customers directly on a daily basis. To
enhance field service workers’ productivity and, ultimately, service quality,
organizations must mature their current enterprise mobility approaches by
strengthening their mobility strategy, its alignment across business units, and
its integration with other business systems. The most mature organizations
are taking a holistic approach that combines enhancing security, leveraging
data analytics, and using cloud-based services to deliver differentiating
mobile experiences for customers and employees and achieve results.
In January 2015, HP commissioned Forrester Consulting to conduct a custom
study of 271 IT and business decision-makers from companies with more
than 500 employees. The study explored the business priorities, technology
initiatives, and mobility maturity in support of field service workers. All
respondents were manager or director level and above. All respondents
clearly understood the field service worker strategies at their organisation.
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