Case Study: Gogo improves field service efficiency with Mobile Reach mobile apps for ServiceNow

Gogo Powering Field Service Management with Process-Driven Mobile Apps

Gogo, a provider of in-flight Wi-Fi and entertainment services, faced a challenge ensuring its network of cellular towers remained fully operational. Their field technicians previously relied on inefficient methods like spreadsheets and paper to log maintenance data, which hindered accurate reporting and tracking. To address this, Gogo partnered with vendor Mobile Reach to develop a custom mobile application for their highly customized ServiceNow Field Service Management system.

The solution implemented by Mobile Reach provided field techs with a mobile app to manage work orders, log notes, track travel and work time, and order parts directly from their phones. This eliminated the need for laptops and drastically improved efficiency, reducing a 30-minute logging process to almost nothing. The results included more accurate data capture, improved reporting, and a much more efficient process for Gogo's field service team.

Gogo

Alex Uribes

Network Operations Manager