The difference between what makes a great working day or a poor one, is very often to do with how all the components are connected. Connection and integration has been a key theme and will continue to gather importance throughout 2017.
Connected Field Service
Central to field service success is the customer and a company’s ability to align more closely with them. The opportunity to closely link customers into the service delivery workflow has increased dramatically, thanks to the internet of things, and this trend will grow over time.
The Internet of Things
By 2020, Gartner, Inc. predicts 26 billion devices other than smartphones, tablets and computers to be connected via the Internet of Things. Field service organizations need to start preparing for this wave in 2017 but there are some immediate actions that they can take now.
The best place to start is to identify the services provided and ensure that they maximize the value and relationship you have with your customers. This can often mean moving beyond the break-fix job and into more proactive monitoring and providing preventative maintenance that guarantees certain performance criteria.
Service providers often rely on their customers to make contact when they need a new service or something goes wrong. Alternatively service providers perform maintenance based on time intervals. But is it too much to ask that an organization knows that an asset is about to fail or requires maintenance before it actually does?
A piece of machinery that sends a maintenance notification to a work order system, which is able to schedule the repair and dispatch it to the most suitable technician automatically, ensures an intelligent and proactive approach. Research from The Service Council™ shows that organizations that have made investments in remote monitoring solutions and technology have seen significant improvements in asset uptime and first-time-fix.
Moving from a reactive to preventative, and ultimately predictive, approach to field service, which is based on the actual condition of the machine, is a goal of many service providers for 2017 and the technology exists today. Monitoring the utilization and condition of parts and equipment highlights any unexpected behavior remotely and allows for a fast and smart response. Technology will allow you to predict and prevent customer issues and if emergency incidents do occur, remote diagnosis will allow you to dispatch the best resources to resolve the issue as quickly as possible.
Connecting M2M technology with optimized scheduling software and field service mobile apps allows you to more actively manage your assets and mobile workers in real-time, which will not only make you more efficient, it will prevent the costly downtime of mission-critical equipment and ultimately lead to customer delight when their expectations are far exceeded!
For more information on trends to watch out for in field service next year, download our Insight Report – A Connected World: