Q&A: Learn about the Contractor Mobile release for Field Service Management

[Megan Magee]

Interview with Senior Product Marketing Manager, Megan Magee 

Hi Megan, thanks for giving us the rundown on the Contractor Mobile application in Field Service Management. What did you want to highlight for the Q4 Store release? 
Happy to! Community is one of the most important avenues where we can engage with our customers and the ServiceNow ecosystem and get critical feedback. 

In this Q4 ServiceNow Store release, we have launched mobile application functionality for contractors that supports critical field service processes across all industries. Contractors will be able to complete the debrief on a native mobile application, whether they are connected or offline. 

Why FSM Contractor Mobile, and why now – what was the impetus for developing these capabilities? 
We’ve repeatedly heard from organizations that they are facing a lot of different, complex needs around contractor management, including: high contractor turnover, needing to access institutional knowledge, and the desire to provide younger, digital native technicians with tools they enjoy using, so they can easily get work done. And companies are seeking to provide a strong, easy to use technician experience to retain their people and develop a resilient workforce. 

What features can FSM customers look forward to rolling out to their contractor workforces? 
We're extending the existing Field Service Management mobile app functionality to allow contractors to access Work Orders and manage assigned tasks. The goal is to improve the whole contractor journey—from onboarding contractors quickly, to improving the overall experience and contractor/employee satisfaction metrics. 

Contractor Mobile will reduce administrative efforts and speed time to task completion. Importantly, contractors will also get access to the data they need whether they’re connected or offline, as the app lets them easily upload attachments like expense receipts, images, and videos of work performed.
  

What are some examples of how customers are using Contractor Mobile today?  
One design partner to highlight is a manufacturer who saw the need to give their thousands of contractors access to an offline-enabled mobile app while servicing ATMs, telco equipment, and more in the field. They had to fill out multiple paper forms if they didn’t have access to a computer on their service routes. Adopting Contractor Mobile directly impacted their contractor satisfaction, cSAT, time to completion, and first visit fix rates. Because the experience has been meaningfully enhanced for these workers, our design partner also anticipates a reduction in contractor turnover.   

With the new capabilities, we expect more technicians to fully complete their work order documentation, leading to better regulatory compliance and better entitlement compliance and billing. Overall, companies will be able to meet their SLAs because data quality and task completion times should improve for contractor workforces.  

How can customers start using Contractor Mobile? 
The application is available as a new application to download in the ServiceNow Q4 Store release. If you’re interested, reach out to your ServiceNow contact to learn more. And as always, please drop a comment or question below to let us know your feedback! 
 

[robschaefer]

Using the Contractor Mobile makes life easier for contractor resources to debrief work, document findings, add attachments, record expenses, etc, even if they're offline.

Collecting greater and consistent detail from contractor resources allows your organization to better analyze contractor performance and compliance.