We live in an era where we can get the information we need at the tap of a button, but this is not reflected in many service based businesses in the UK.
Whether it’s due to resistance or being too busy to change, there may never seem like an appropriate time for these companies to change to a digital process. But for the businesses that have adapted to a digital environment, they have been heavily impacted by a range of factors.
Here are the 5 key impacts that mobile technology has on service based businesses.
Looking back 10 years and the cost of starting a new business was significantly higher than it is today. Cloud-based technology and the use of mobile devices have resulted in a cost effective way to start and scale a business.
Mobile technology has provided workers with the option of working remotely. Without the need to work from a base you can place a worker somewhere else in the world while they still have access to the IT network, staying connected to the business and appealing to a wider audience.
For service companies, customer retention is a major consideration and mobile technology plays a big role here. With a digital way of working, you are able to provide customers with instant updates, keeping them more closely connected.
Mobile technology has streamlined many processes boosting efficiency. Businesses create large time savings because of the instantaneous transfer of data and messages. This spare time can then be reinvested back into the business for growth and development.
Spare capacity could also lead to the completion of more jobs, as workers may not need to attend the work base, due to the ease of data transfer. This differs greatly from a manual process as mobile technology creates a source of competitive advantage and has the potential to maximise output.
Having access to this mobile technology no longer requires workers to work rigid hours from the office.
Technology has introduced flexible working; working at any time from any location. As a result, it increases worker satisfaction.
Furthermore, with mobile technology keeping all parties better connected there is an increased vision of where workers are and what jobs they have completed, leading to more accurate appraisals.
As workers can now operate on a mobile device, managers can ensure they have all the correct health and safety protocol send and stored on the device, by instant messenger, email or job management software. Any paper documentation can be replaces ensuring the worker can't lose it, as it is easily retrievable on the device.
Since businesses have adopted digital ways of working, communication has vastly improved amongst the workforce - even if they are working remotely. Mobile services such as Slack and WhatsApp allow for instantaneous messages to be sent, enabling tighter communication channels.
With instant communication channels amongst the workforce, any job details can be gathered and customers can be informed in minutes, rather than waiting for workers to return to the office. This provides a better service for customers, heightening the chance of customer retention.
Workers can now access all of their job information on a device, and with the use of digital forms job data can be captured and transferred immediately back to the office.
But not only has technology improved communication in the workplace, it’s also improved how we speak to our customers. Mobile technology means customers can get alerts and updates at the touch of a button, without needing to get in contact with the business.
Automation has revolutionised the way we connect and with SMS messages, emails and notifications, customers can get all the information they require instantly and have regular updates for the delivery or service being completed, harvesting trust and transparency.
One of the most valuable things in life is our time. Mobile technology reduces hours of wasted time as the connectivity streamlines various processes e.g. apps can now replace physical forms, whilst filing, scanning and administration processes are able to be reduced or removed.
With technology removing many onerous processes, it creates more free time which can be reinvested back into the business to focus on growth and development.
With the option to take payment on devices and complete all aspects of a job through the use of mobile technology, workers don’t need much interference from the office or have to waste time driving around to collect and drop off job data.
The most obvious cost savings come from administration time and a series of wasted resources. Other factors consist of; route optimisation, fuel expenses and the time/ wages of the people completing the laborious tasks of assigning jobs, handing out paperwork etc.
Even now, most UK businesses still rely on paper or spreadsheets to record and store job information. With an increasing amount of apps aimed at removing the paper trail and providing mobile workers with the right tools to operate when they are out and about, service businesses can operate more efficiently.
Mobile workers no longer have to deal with paper or have to deliver job sheets back to the office. Cloud-based technology enables businesses of all sizes to transfer documents and files from any location.
Especially in the service industry when completing transactions, digital solutions can even record official authentication agreements with the use of online contracts and e-signature capture on a device.
With data encryptions and the evolution of digital security all this information can be stored safely, something you can’t ensure with paper.