Field Service Automation Trends

Meet the demand for solutions that enable proactive service, greater operational efficiency, and increased customer satisfaction.

The transformative impact of technology is producing the most efficient and automated operations in the field service industry’s history. Field service automation enables faster response times and more transparent customer communication than ever before. Mobile devices and apps, coupled with cloud-based software, ensure that technicians follow standard, automated workflows for consistent and efficient service while providing back-office employees with critical updates and payments in real time. Additionally, the convergence of IoT sensors, AI, and advanced analytics revolutionizes the ability to predict, track, and analyze performance across all business processes.

While cloud-based software has provided the accessibility required to level up field service operations, applying it with the right technologies and tools is the key to unlocking ultimate productivity and value for field service companies.

Technology solutions providers (TSPs) have the expertise to help field service organizations approach tech implementation strategically for the best business outcomes. Focus on the following trends when considering how to meet market demands.

Collecting and Using Data for Operational Efficiency

Field service companies generate massive amounts of data between customer data, equipment, assets, technicians, and logistics. With the right field service management software, TSPs can show operators how to leverage data insights to gain efficiencies in the following areas:

• Optimized Scheduling

Field service operators can determine the best resource allocation for technicians and equipment by analyzing data. This helps build the most optimal route to dispatch technicians, increasing an organization’s service capacity while reducing downtime between calls and travel-related expenses.

• Emergency Rerouting

Data collection and analysis can quickly and efficiently reroute technicians due to unforeseen circumstances. Emergencies, changing weather, and traffic issues are some unexpected events that can drastically impact service logistics. Real-time data analysis allows dispatchers to make split-second decisions as circumstances change and quickly adjust orders for technicians before they impact their workflow.

• Contractor Management

Data collection provides greater transparency and accountability in contractor management as they service the designated calls on their route. Additionally, organizations can use this historical data to understand and enhance contractors’ experience. As the contractor experience is improved, so is job satisfaction, helping field service organizations attract and retain the best talent in an industry suffering a skilled labour shortage.

• Inventory Management and Automated Purchasing

By using field service automation, operators help ensure that technicians have the equipment to service customers precisely when needed. By tracking inventory more accurately, parts nearing out of stock can be automatically replenished, helping technicians carry the essential tools to meet and improve their First-Time Fix and Mean Time-to-Fix rates.

Preventive and Predictive Maintenance in the Age of IoT

While preventative maintenance involves monitoring and maintaining equipment on a fixed schedule, predictive maintenance uses data to anticipate the likelihood of equipment breakdowns before they happen. The Internet of Things (IoT) age has created a paradigm shift in how field service operators strategize for equipment breakdowns and repair costs. By connecting sensors to equipment, collecting real-time data on the performance of that equipment, and then using AI to analyse larger volumes of data within seconds, patterns indicative of potential breakdowns can be quickly identified. This approach allows operators to address potential issues before they escalate, minimizing downtime and preventing costly repairs.

Leveraging IoT for VR and AR Implementation

Virtual reality (VR) and augmented reality (AR) are reshaping how technicians train, service and upskill to deliver faster response times and resolutions with increased customer satisfaction. Field service organizations are using these technologies in several ways, including:

• Self-Service

Customers need a quick resolution when equipment fails, and AR can help technicians provide immediate support via video calls. With AR, service calls become collaborative as technicians guide customers through asset maintenance by overlaying AR with live-streamed images to diagnose and fix the problem.

• Virtual Guidance

Virtual guidance is one of the most popular applications of AR and VR for field service. By projecting or overlaying holographic images onto a real-world environment, technicians can see how various equipment should perform or function in real time. This helps diagnose equipment that isn’t functioning correctly while providing an immediate view of how different 3D models could aid in correcting the problem.

• Training and Upskilling

Not long ago, “on-the-job” training meant that new hires shadowed top-performing technicians, reducing productivity and increasing costs. However, VR is a game-changing alternative for training and upskilling technicians. By recording service sessions in the field, seasoned technicians can offer techniques for efficient workflows and guidelines for efficient processes. In addition, VR is helping to provide specialized training for hazardous or emergency situations. In this way, technicians can be better prepared to make critical decisions under high-stress circumstances.

Steps to Successful Implementation of Field Service Automation

Ensuring customer success with new technology requires more than deploying hardware and software. TSPs need to help their field service organizations understand that technology will have limited benefits without a clearly defined strategy. Help your clients, step-by-step, get the most value from their technology by using this framework:

• Define the goal: If they can’t articulate what they are trying to fix, the solution will never deliver value.
• Assess current processes: With the goal in mind, assess current processes and workflows to find precisely where there are gaps and shortcomings. If there are inefficiencies in business processes, they will carry over to new solutions at the expense of intended results.
• Design the solution: Use what you identified in the assessment and your industry expertise to design the solution to achieve the defined goal.
• Pilot and test: Ensure the solution you designed delivers the desired results.
• Create an implementation plan: Work with the company to determine the best way to deploy the solution company-wide, ensuring all stakeholders receive adequate training and support with minimal disruption to operations.
• Provide managed services: Ensure you have a plan to provide ongoing support to your customers for continued success.

By understanding the field service automation trends disrupting the industry, you can design and take better solutions to market than your competitors, helping you claim and retain market share today and tomorrow.