Our survey of 200 business managers, responsible for mobile workers within UK organisations, revealed that sickness and absence is still the major issue affecting service delivery and the customer experience. Sickness ranked as the most common problem affecting service delivery (39%), followed by traffic congestion (37%) and unavailability of staff (36%).
With customer service often being a differentiator between competitors and key in retaining customers, it’s time organisations addressed the issues that lead to poor service and delivery.
The role of technology
Whilst you can’t stop illness in your organisation, there are ways to limit the negative impact that it can have on your business. One of those ways is optimising mobile workforce technology.
It can benefit an organisation in discreet areas such as giving directions to a field worker and tracking job completion, through to providing feedback on customer service. In a situation where you have a worker call in sick these capabilities become crucial for managing a workforce to ensure that the absent worker’s jobs are picked up by a colleague.