Why The Deskless Workforce Is The Next Frontier For Digital Transformation

COVID-19 has forced a dramatic shift in office life as desk workers prepare for the possibility of long-term remote work. With more employees working from home, we’ve seen a boom in productivity and collaborative software markets. However, digital transformation hasn’t impacted all workers equally.

Despite making up 80% of the workforce, deskless workers like solar technicians, construction workers and in-home healthcare providers are often overlooked by traditional software companies. Mobile workers struggle to use one-size-fits-all applications that require stable internet connections or lack mobile compatibility.

Both supply and demand for mobile workers continue to grow. As we expect more from frontline employees delivering services when we need them most, leaders must provide tools that respond to the unique pain points of the mobile workforce.

The penalties of insufficient digital tools

Advances in computing have sped innovation toward new tools targeted at deskless workers, but companies haven’t adopted solutions as quickly as their stationary counterparts. In fact, data collected by Skedulo during the pandemic found many organizations continue to use legacy tools, with 61% reporting their deskless workers use software built for in-office desk workers.

IT leaders also said relying on insufficient tools impacts their output. Eight-six percent agreed deskless worker productivity is hindered by a lack of technology to support their jobs. Because companies use technology not built for the needs of their workforce, workers must use multiple applications to do the job of one. If an app doesn’t work for mobile, for example, they need an additional solution that does. Only 30% of deskless workers said they could access designated software while mobile and stationary. And 99% of organizations surveyed by Skedulo said deskless workers use multiple apps for basic processes, with 41% saying they juggled three or more apps.

Deskless workers waste time, productivity and money trying to adapt to tools that are not built for them. By using a single dynamic platform that centralizes knowledge sharing and equips employees with resources to succeed, you can improve mobile workforce performance and demonstrate that you understand their challenges.

Enable productivity through purpose-built applications for deskless workers

Office-based employees can rely on a relatively stable internet connection or a coworker to take notes when they miss a meeting. For deskless workers, losing internet access on the way to a client meeting or needing to pull out a laptop to enter data can pose significant business setbacks. To meet the needs of these workers, look for several key capabilities:

• Data logging capabilities: Most service technicians and at-home providers arrive home with a pile of administrative work to complete. Look for tools that allow employees to maximize efficiency and complete work onsite. When deskless workers use apps with offline capabilities, they can capture notes in the field and save time while improving service delivery.

• Flexible scheduling: The pandemic has made it increasingly difficult to find specialized providers available for home visits, particularly when an employee needs a last-minute substitute. Employees shouldn’t feel burdened by assuming a service cannot be provided without them. Dynamic scheduling solutions map supply and demand in real-time, minimizing missed appointments and easing the process to find replacements.

• Connectivity across the map: Mobile workers may not have consistent internet access, especially in rural areas. Anemic offline capabilities can cause critical delays for traveling workers and create safety concerns for in-home providers. Mobile workers need tools that allow them to look up directions, log data and communicate with team members — online or offline.

• Safety and support functions: Clear communication, proper protective equipment, information and safety protocols ensure employees feel safe and supported on the job, combating burnout linked to safety concerns. Managers must work alongside workforce applications and proactively schedule regular check-ins with employees.

Deskless workers face unique physical, emotional and digital obstacles that cause unnecessary friction and drive high rates of burnout. Compounded with the pandemic-related risks of visiting clients in their homes, these challenges may motivate an employee to leave a position if they don’t feel supported by managers.

But managers have work to do to solve the software gap for our growing community of deskless workers. Of course, burnout won’t stop simply by supplying employees with a new tool. Infrastructural changes must be supplemented by training, information and frequent check-ins to ensure your team feels supported, prepared, mentally healthy and physically safe.

Matt Fairhurst is CEO and co-founder of Skedulo