Predictive Service: From Objective To Reality In 2021

By Sarah Nicastro, Field Service Evangelist, Future of Field Service

Like most of the major service trends, predictive capabilities come up in almost every conversation I have. Some organizations have already achieved this nirvana, but many are still at the point of recognizing the potential but not yet translating it into their reality. I expect we’ll see significant evolution in this area in 2021 and that’s because while there are challenges to overcome, as with any change, the opportunities are simply too immense to delay in pursuing.

IFS conducted a global study with 3,000 participants in the Spring of 2020 to examine digital transformation priorities, and as Bob De Caux discusses in this article, found that intelligent technologies (AI, machine learning, predictive analytics and cognitive services) lead the charge with 64 percent identifying investment in this area as important. This aligns with what we see within service, because the role intelligent technologies play in enabling the shift from reactive to predictive service is a natural progression for organizations that have mastered the basics of service management.

This natural progression makes perfect sense. We know that customers are demanding far more from the service experience than for an issue to be resolved when it occurs, regardless of how efficiently. Customers want peace of mind, they want guarantees, they want uptime. Intelligent technologies and the move to predictive service are how you deliver upon these expectations. We know that predictive models eliminate or at least minimize downtime, reduce costs for both company and customers, improve customer satisfaction, and enable you to expertly orchestrate both your resources and assets because you’re gaining insights into what will happen instead of reacting to what already has. In many instances, the superior level of predictive service can be monetized to create additional revenue.