Wednesday, November 7, 2012

Smartphones and Service Technicians

Smartphones will soon replace laptops as the primary tool for service technicians.

Companies are realizing that laptops are expensive to maintain in the field, and no longer present a clear-cut alternative to a smartphone. In addition, many service personnel already have a smartphone with them at all times for communication needs.

Advances in core technologies have made smartphones quite capable for the diagnostic tests and troubleshooting of field service personnel. And new smartphones will still support legacy systems via USB adapters just as laptops do.

The main thing lacking is apps that integrate information for service technicians, which is no easy feat. The apps must be smart and collect data from various sources, including diagnostic test information, part procurement, customer and warranty information, and incident and problem reports to name a few. It is this total integration in a simple package that will be a game changer.

Please share with me your experience with moving your service personnel to a mobile platform.



  1. Great article. The implications are big, as companies can install purposed apps on workers smartphones saving money on hardware. The mobile device management and security issues must be sorted out, but this is the future. Thanks. Hope all is well.

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