Understanding wireless field force automation in trade services

Purpose – Wireless and mobile technologies are changing the way that many organizations operate and do business. Mobile business‐to‐employee solutions, especially field force automation (FFA), have been widely adopted throughout the planet. The purpose of this paper is to investigate the impact of wireless FFA in trade services organisations in New Zealand. Design/methodology/approach – The paper uses a case study approach to examine two trade services organisations. Findings – The findings demonstrate that wireless technologies can significantly enhance the benefits of traditional FFA. Practical implications – The paper concludes with recommendations for future practice and research. Originality/value – This paper contributes to the academic research in this field by examining two organizations that have already implemented their own wireless FFA solutions and have realized benefits and impacts as a result.