Field service organizations (FSOs) deal with a growing array of challenges that inspire digital transformation. Customer expectations and the level of competition have never been higher. Rising transportation costs, a persistently challenging recruiting environment, and the demand for shorter response times have fueled the digital transformation in field service movement.
Digital transformation is the integration of digital technology into all areas of an operation, fundamentally changing how businesses operate and deliver value to customers. The trend began with the introduction of business computers in the last half of the 20th century, and it continues to accelerate. Today's technology solutions go far beyond servers and desktop computers. They provide machine learning for manufacturing, new communication channels, information pouring in from IoT devices, and other new innovations that increase the pace of business and create better customer experiences.
Field service apps are vital to technology initiatives aimed at improving service, reducing costs, accelerating response times, increasing first-time fix rates, and even enabling predictive maintenance for smart appliances. More and more, FSOs rely on field service management apps to improve customer communication, optimize scheduling and routing, and more effectively manage a blended field workforce consisting of both employees and contractors.