Field service management (FSM) is in the midst of upheaval—and it’s about time. In the last decade of working with companies on FSM, I’ve seen how field service operations have been slow to evolve until 1) they see enough budget or competitive pressure and 2) there’s technology available to address it.
That’s what’s happening now. Field service operations need to unlock new efficiencies to further reduce costs and keep customers happy, but now it’s going to require more than route optimization and other standard FSM platform functionality. To really stand out among competitors, companies will leverage artificial intelligence (AI), machine learning and augmented reality (AR).
Now, those are broad technologies, but they have highly specific uses in field service. I’ll describe examples of roadblocks that companies are encountering (or will soon encounter) on their path to more efficient field service. AI or AR will be key to clearing these roadblocks.