Global enterprise software vendor IFS unveiled its 2018 financial figures in January, reporting a net revenue growth of 23 percent in its first year under new CEO Darren Roos. Field Technologies Online spoke to Roos (an SAP veteran) about the company’s growth and the importance of the company’s field service management business.
Customer service expectations have changed dramatically over the past decade as more consumers have embraced the type of on-demand, instant-gratification approach of companies like Uber, Amazon, and Apple. For field service organizations, that means customers (and employees, for that matter) have high expectations when it comes to timeliness, reliability, visibility, and communication.
Forklift dealer MH Equipment used customized software and rugged tablets to eliminate manual data entry while streamlining work order, time card, and inventory processes.
Field Technologies talks one-on-one with Tim Barnes of Tampa Bay Trane about the franchise’s expansion of its paperless mobility solution to include on-site job quoting and remote customer access.
Companies are already deploying AR for service applications to improve resolution rates and address the looming technician shortage.
Massachusetts Division of Water Supply Protection eliminates more than 750 hours of data entry using a mobile survey tool.
The availability of small, high-resolution cameras in mobile computers, wearables, smart glasses, and other devices is opening up new ways for technicians to better serve customers and improve their own efficiency and first-time fix rates.
The field service automation segment is much more complex than it used to be. In addition to traditional field service or work order management systems, service organizations now have access to a wide variety of mobile solutions and apps that can help improve their operations.
Augmented reality (AR) technology is still a bit of a novelty in the service space, but more companies are rolling out solutions that utilize heads-up displays or smart glasses to provide hands-free access to schematics, instructions, and other service information to techs in the field.
The pace of activity around the use of the Internet of Things (IoT) in the field service space continues to accelerate. We’ve written about these trends before (see our previous blog on service/IoT convergence here), as major technology providers like GE, Oracle, Salesforce, and others have announced initiatives.