What is Digital Transformation?
Digital transformation is the practice of implementing digital technologies into every part of a business operation; from sales, to marketing, to IT, to finance, to the mobile workforce. It’s important to note that digital tool integration alone will not suffice as a viable transformation initiative. Organizations must also leverage key processes, integrate their systems, and shift to a digitally-driven company culture, too.
Your digital transformation strategy should be tailored to your unique business needs, requirements, and objectives. No two strategies are exactly alike, but—at the core—digital transformation for a deskless workforce should focus on making meaningful improvements to processes and tools to better support your employees and your organization as a whole.
As businesses with a deskless or blended workforce develop their digital transformation strategies, they should prioritize some crucial best practices in order to empower their employees—who can, in turn, better serve their customers and boost their bottom line.
1. Enable Frontline Data Collection
A crucial part of any successful mobile workforce operation is a strong process for data collection, and proper digital transformation makes it easier than ever. But gathering field data can be difficult if your deskless workers don’t have the right tools to capture information when and where they need to. They often rely on paper forms or disconnected tools to collect customer notes and signatures, which is both time-consuming and error-prone. Plus, they must then spend time entering that information into a central system back at the office at the end of the day; a process that’s repetitive, tedious, and risky in terms of data lossage.
For improved accuracy, your deskless workers should have powerful tools that enable them to collect all of these details on site. Some mobile data collection tools even work offline, then automatically sync information back to the system when connectivity is restored, so nothing falls through the cracks.
The case for an improved documentation process is clear: A deskless workforce that’s backed by secure, real-time data is more productive, efficient, and prepared. Mobile workers always arrive ready to complete the job, with seamless access to customer and job information to help along the way. Customers don’t have to repeat their issues or details to multiple employees, as everyone can easily see job history, customer preferences, and other key information.
Armed with the right technology for capturing and retrieving field data, your deskless workers can stay on track with each job. They no longer have to task-switch or toggle between apps to find disparate information. And they can save the time they’d otherwise spend translating piles of paper into systems at the end of the day.
Frontline data collection also increases the efficiency of desk-based workers. Schedulers, dispatchers, and AP/AR team members can easily schedule follow-up appointments or send invoices with full confidence in the accuracy of the information they’re using.
2. Encourage Real-time Communication
Communication has typically been a giant barrier for mobile and blended teams. They often have to switch between multiple tools (e.g. text messages, emails, phone calls, Slack, etc.) to send and receive updates, which is frustrating, time-intensive, and riddled with issues in miscommunication.
By investing in real-time communication tools as part of your larger digital transformation strategy, you can ensure both back-office employees and deskless workers are always on the same page. Field workers can access up-to-date schedules with a mobile app that centralizes all communications and alerts in a single place. They can instantly communicate with managers or team members when an issue arises (e.g. real-time troubleshooting or situation management), which improves on-the-job safety, connectedness, and collaboration.
Deskless workers can also easily reach schedulers and dispatchers when there’s an unexpected delay or circumstance. This empowers schedulers and dispatchers to truly support their deskless colleagues: When they receive a last-minute update, they can reach out to customers who are affected by a delay, or start looking for another qualified worker to complete the job.
3. Centralize Important Information in One Place
Field data isn’t the only essential piece of the information puzzle for your mobile workforce. Deskless and desk-based workers need quick and easy access to training resources, policy documents, broader company news, and more. In an attempt to accelerate their transformation initiatives and store more vital information, some businesses have simply adopted a variety of shiny new tools that promise innovation. But if these tools operate as disconnected systems, your employees are likely wasting time hunting down valuable information.
Adopting a digital approach means eliminating the silos across your tech stack to drive efficiency, preparation, and more informed decision making. By fully integrating your existing systems, employees gain a centralized source of truth with everything they need to be successful. Deskless workers arrive at each appointment with all the relevant information at their fingertips, so they can get the job done right the first time. Customers are met with fully prepared workers who are ready to deliver exceptional service.
Digital records that are stored and accessible in a single place also means your back-office and deskless workers save time on manual paperwork and re-entering data into multiple systems. Your entire operation becomes more efficient, and your employees can record and retrieve everything they need without the frustration of digging through multiple tools to find it. The result is a more productive, satisfied workforce; and thus a better-served client base.
