I had a chance this week to discuss mobile field service on an ASUG webcast. I framed the discussion around keeping customers happy while increasing service profitability. While this may seem like an unsolvable conundrum, it turns out the answer is simple, mobilize your field service workers. Give them seamless, real-time access to SAP CRM enroute and at the customer site so they can show up knowledgeable, prepared to service your customers in a single visit. Mobile allows them to also systematically capture accurate data including labor, parts used, details and customer signatures to immediate close service confirmations and speed billing cycles.
You can find more on the discussion at http://www.asug.com/discussions/docs/DOC-33186
EVP Syclo Marketing, SAP