Field service can sometimes feel like a thankless job. Customers are often unhappy from the outset of a service engagement because the job of the field service professional is to fix something that is broken. Customers no longer view their relationship with your company as a single transaction, but as an ongoing relationship. Today’s service professionals are faced with a bit of an uphill battle.
How much time do you spend on your mobile device—cellphone or tablet? I’m guessing it’s somewhere between 1-5 hours per day. Of course, the nature of today’s field service work requires the use of digital devices and technology to increase operational efficiency, and rightly so. The easier it is for a mobile field workforce to manage their day-to-day activities, the more efficient they will be. Which leads me to the topic at-hand: real-time communication and collaboration in field service, asset service and mobile workforce management.
Utilities are among the most data-reliant industries today, with the quality of their services heavily dependent on real-time insight into system demand and asset performance. That is why the utility sector has been one of the most reliant on mobile computing technologies for the last 20+ years.
Digital connectivity has changed every aspect of the way consumers use and interact with products. The ability for devices to “talk” amongst each other, across platforms and functions, is becoming point-of-entry. Companies like Amazon are creating new revenue streams by enabling these kinds of conversations. Through products like the Amazon Dot, a refrigerator can proactively order more milk when the refrigerator detects that a consumer is starting to run low.
Field service technicians often work in cramped and inconvenient locations, and they don't want to go back and forth between the device they're working on and a service manual. In many situations, a better approach is an augmented reality display. It lets them view the equipment they're working on and information about it at a single glance. Field service promises to be one of the biggest growth areas for Augmented Reality (AR).
While connected homes, aka smart homes, will offer exciting technology, there will be challenges that many households will face from basic use to troubleshooting alerts and connectivity problems. Better technology will continually replace the old. Having the ability to deliver fast and dependable customer service will be key for field service companies to stand out from the rest.
2019: Navigate Ever-Increasing Customer Demands In An Evolving Service Landscape.
As field service organizations double down on their customer experience initiatives, these five technologies are imperative.
Learn the most common mistakes companies make when investing in GPS fleet management so you can avoid them.
MiX Telematics, a leading global provider of fleet and asset management solutions, is proud to announce that it has been selected by a large dairy company in Brazil to help address their safety, security, efficiency and compliance needs.
You need to know what is happening in the field, where work is being done and needs to be done. Staying current on field activities can be a hit and miss exercise, but it doesn’t have to be. ArcGIS field apps help you use the power of location to achieve improved coordination and greater operational efficiencies in field workforce activities.
The phrase, “Digital Transformation” has become a buzzword in the service world over the last few years. Yet it is a concept that has many definitions, depending on whom you ask. There is no one right answer. But the “right” answer is what will work for your organization. If you’re NOT one of the 53% of service leaders that have a clear transformation strategy in place, this on-demand webinar is for you.
We’ve made major technological advances in recent years. Most of those advances have practical applications in businesses that impact the level of service to customers. However, what’s really driving digital transformation? How are these drivers affecting OEMs and their bottom line? Where is the service continuum ultimately leading our service delivery organizations? Finally, what can stakeholders do today to prepare themselves for tomorrow’s service demands?
Field Technologies Online is the premier resource for the optimization of your field workers, service, and assets. Our goal is to provide companies in the field service, transportation/distribution, government, public works, and utilities industries with information on mobile technologies that can be used to improve productivity and drive efficiency. Here you’ll find valuable resources on topics including field service software, mobile computing, fleet and asset management, and M2M. From real world, firsthand accounts of how your peers are using mobile technologies to drive business benefits to thought leadership on the latest technology advancements and trends; Field Technologies provides the information you need to determine how mobile technology could be improving your organization.