Purpose – The purpose of this paper is to present results from an analysis of service processes regarding their optimization potential through mobile technologies. The analysis was performed with a company of the housing industry. Design/methodology/approach – The analysis was conducted with the aim of organizing business processes more efficiently in order to realize cost savings. Therefore, a method introduced in this paper was used. Findings – It is shown how the initial situation of the company was analyzed, which alternative process models on the basis of mobile technologies were developed and how these alternatives were economically evaluated. Furthermore, first restrictions for the software and system design were identified on the basis of one process model. Finally, it is shown how the method can be used to verify whether the adoption of mobile technologies is suitable to obtain a defined goal, and which requirements such a solution needs to fulfill. Originality/value – This paper shows practitioners how to conduct a systematic analysis of business processes regarding their optimization potential through mobile technologies.