Keeping Pace With Service Technology

This infographic focuses on the ways mobile and the rise of Big Data are changing the face of field service.

As technology continues to shape the service industry, many service leaders have made the transition to “mobile-first” strategies. Along with an increasing emphasis on mobile, major growth in the availability of data is allowing service organizations to focus on technology components like machine learning, Big Data analytics, and a predictive maintenance paradigm that envisions an end to the break/fix service model.

Service executives are recognizing the advantages of a more agile technology procurement strategy in order to keep up with the pace of technology change. They are selecting to move away from comprehensive single platform solutions, instead choosing to use best-of-breed solutions that help manage the unique needs of their business as a supplement to their ERP platforms. However, as businesses move to embrace agility, there’s an equally potent need for knowledge management tools.

Knowledge management and change management are areas where technology directly interacts with and supports the human side of service. As experienced technicians leave the workforce, knowledge management ensures that their accrued expertise remains intact within the business.  Change management on the other hand, becomes even more critical as the workforce is permeated by mobile and other advanced technology solutions. With tech adoption being the primary reported challenge related to rolling out new solutions, it’s important to consider ways that new tech can be made more user friendly by modeling it on consumer solutions that techs are likely to be familiar with in their daily lives.