Enhancing Efficiency and CEM Through Cloud-Based Mobile Field Service Management
The practice of making sure the right field employee gets to the right job is essential for many service companies; often, a service call represents the only face-to-face interaction a customer will have with the company.
As companies look for ways to minimize head count, they often engage contractors. Because cloud-based solutions are designed for easy integration, they can be used by both company employees and
contractors, allowing the latter to be scheduled in exactly the same way as the former. Better integration also leads to improvements in supply-chain efficiency. For example, when a field service
technician uses a part for a job it can trigger an order for a replacement part; when this happens unexpectedly in the field, proper, real-time adjustments can guarantee that the technician still
has all the required equipment he needs to complete the day’s appointments.
Allaying concerns
Despite rapid adoption and increased acceptance of cloud-based applications, questions about security persist. These often arise because the cloud can be a bit of — no pun intended — a nebulous
term. The key to maintaining faith in the cloud’s data security is understanding the appropriate cloud format for mobile business applications as well as assessing the security controls in use.
Perhaps the most important distinction concerns private and public clouds. Public clouds are, as the name implies, available to more or less anyone who wants to use them and is willing to pay for
the privilege. Private clouds, on the other hand, are used and controlled by only one organization.
Before engaging a cloud provider, due diligence is critical. Depth of review should be commensurate with the sensitivity of data that will be managed. CSPs can review a number of key indicators
for assurance that their cloud-based FSM solution is secure:
Third-party certifications
An assessment by a qualified third party provides insight into the security controls used by the cloud provider. Whether a confirmation of controls such as an SSAE 16 or a security
certification like ISO 27001, a third-party audit offers a degree of confidence.
Architecture
Few companies will share their detailed technical architecture with customers; however, most will provide some idea of their structure. Understanding how the field-service management solution
interacts with customers gives some insight into the processes for proper review.
Uptime
Availability is one of the three tenets of security and another area in which the cloud offers advantages. Organizations should ask about the FSM solution’s average availability over a period of
time. While some cloud-based solutions may be hosted on unreliable platforms, others offer impressive uptime close to 100 percent.
Where the data is located
With global data-security laws growing more complex — and with many disparities between jurisdictions — knowing the exact location of data has become essential. The cloud provider must be clear
about where the data is geographically located (including backups). CSPs should consult legal counsel to ensure that applicable regulations are met; this is especially important if the cloud
provider is using data centers in multiple countries.
Upgrades and patches
Cloud-based applications generally offer seamless upgrades and patches, a significant cost saver, particularly when the cost of staff is included. Freeing IT staff from testing and performing
upgrades/installing patches means better allocation of resources. Because version upgrades are generally completed by the supplier, this also increases the likelihood CSPs will always be using
the most recent version of any given software.
Leveraging the immense power of the cloud means field-service management solutions can provide savings and efficiencies while increasing customer and employee satisfaction. However, proper
research is essential to ensure that a cloud-based solution delivers on all its promises and satisfies security and reliability concerns. For CSPs, cloud-based enterprise IT and FSM solutions are
the next critical step in the evolution of service delivery.
