4 Trends Supporting Field Service Productivity Goals in 2022 May 13th, 2022
These field service trends are expected to keep field services organizations competitive over the next few years.
By the end of 2022, the field service market is predicted to hit USD 4.45 billion, marking more than a 50 percent increase in less than 10 years. The added pressures of delivering more services – while the pandemic, supply chain disruptions, and labor shortages continue – requires field services organizations to work as efficiently as possible. And technology is making the difference between operations that work successfully and those that fall behind.
Here are the field service trends expected to keep field services organizations competitive over the next few years:
Automating tasks Legacy manual processes must give way to streamlined operations. Field service organizations will migrate toward solutions that allow them to work more efficiently. For example, artificial intelligence (AI) can power automated scheduling and work orders matched to each technician’s skill set, eliminating this task for office staff. When circumstances change, AI can immediately adjust, ensure projects are moving, and keep customers happy. An AI-powered system can also optimize routes, maximizing productivity and saving fuel. Furthermore, more fleets may begin to pilot autonomous vehicles, enabling some tasks, such as deliveries or driving a necessary part to a job site, to take place without chalking up added labor hours. Staying a step ahead Field service businesses that provide maintenance will look for ways to make that service more proactive with connected systems. For example, using remote monitoring or Internet of Things (IoT) technology, providers can scan equipment in real time, identify special needs and create a schedule for preventative maintenance. They also have the insights they need to submit requests for parts or book time for more extensive repairs. Adapting mobility to be contactless Mobile solutions have become standard tools for field service technicians, allowing them to access any tool or information they need to complete a job, ranging from schematics to work changes. In addition, mobile technology allows for faster, accurate communication between field service workers and base employees, which maximizes profitability and customer satisfaction. As the pandemic persists, field service technicians who interact with customers for signatures or payment are also finding value in contactless solutions. For example, solutions that allow technicians to manage transactions with text-to-pay, QR code payments, contactless cards, or mobile wallet payments can minimize contact but still provide customers with the convenience of digital payments. Allowing the whole team to “be there” Augmented reality (AR) adoption and remote visual assistance software also enable teams to enhance field service productivity. For example, technicians troubleshooting issues can access manuals or schematics they need via smart glasses, keeping their hands free and directing them through repairs visually. New technicians can also count on help from more experienced team members by using AR to provide a real-time, 3D image of a project that allows remote expert help. Today, AR is a breakaway field service trend. In fact, according to Blumberg Advisory Group’s Field Service Industry Sentiment Study, 33 percent of respondents view AR as essential.In comparison, nearly 75 percent claimed the facilitation of remote customer support or resolution as most important.
Risk Takers Reap Rewards
Field service productivity is a dominating factor in tech trends moving into 2022. Help your clients increase field services productivity with greater automation, real-time visibility, contactless service and support from advanced technologies such as AI and AR. Solutions providers that keep this fact top of mind will build a strong foundation for business growth, while others will fall behind.