The Need For Self-Service Tools And Remote Field Service In A Post-Pandemic Era

Working during the COVID-19 pandemic presented various challenges for businesses. Especially for service providers who rely on customer interaction. To ensure providers are ready to face those challenges, they’ll want to be aware of the emerging trends and make the right adjustments in working practices.

In particular, reports show almost 90% of customers expect brands to have online self-service portals. In some parts, this is down to the continued need customers have to keep a healthy distance from others, stay safe, and reduce the amount of in-person contact they have with service providers.

For this reason, along with the increasing ‘normalisation’ of working from home, remote field service management tools are likely to continue to expand. In 2021, they’re becoming a critical and ongoing part of field service management provision.

What Is Remote Field Service?

During the pandemic, on-site field service and in-person meetings reduced in frequency. So, to meet the need for more remote interactions, emerging virtual service capabilities such as Virtual Reality and Augmented Reality have expanded at a faster rate. 

Along with virtual service capabilities, remote field services also include the use of advanced communication devices. And it’s these communication devices that enable field service managers, engineers, and technicians to inspect, diagnose, and repair on-site equipment without a need to visit the site themselves.

Throughout 2020, the field service industry expanded its use of on-field capabilities. On the basis that there is a distance between service users and service providers, they’ve proved to offer efficient ways to deliver services whilst upholding safety. Some examples include: 

Asset Tracking Tools

Businesses holding stock, equipment, fleets, or digital components need to keep track of their assets. But when it’s not possible to be on-site, inventory management tools can help. Combined with tagging devices such as RFID tags and QR codes, Asset Tracking Software enables field service managers to track digital assets using unique ID codes. This reduces the need for any physical inventory tracking.

Diagnostic Tools Connected to Smart Glasses or Smartphones

Field service technicians are using smart glasses and smartphones to overlay digital images onto real-world environments in real-time. Using AR technology to assist with diagnosis and resolution, larger field service companies are taking this approach to reduce the amount of time they spend on site. This is not only leading to increased efficiencies but avoids unnecessary physical contact with customers and others.

Cloud-Based Quoting and Invoicing Software

Cloud-based tools are efficient in many ways. They cut out the need for physical storage space whilst giving users access to apps, programmes, and information at any time and from any place. It’s this cloud-based software that’s promoting an increase in remote working. By accessing CRMs and financial data from remote locations, technicians and managers have the convenience of issuing quotes and following up with invoicing, wherever they’re working from.

Remote tools are also having a positive impact on company metrics such as:

 

• First-time fix rates
• Repair SLAs
• Equipment downtime
• Mean-time-to-repair

Ultimately, by matching customers’ growing desire for self-service while most of the workforce continue to the trend of remote working, cloud-based tools and IoT devices are helping to speed up processes. As well as reducing any risks from in-person contact and on-site visits.

Which Self-Service Tools Can Be Implemented in Field Service Tasks?

For years, the field service industry was based on the idea that customers would always need someone to come and fix, repair, or maintain machinery on site. But since the pandemic, customer interactions have relied on digital tools and personal devices such as smartphones and laptops. While this has reduced in-person contact, it has increased the speed and convenience of field service to a point that we’re unlikely to return from.

A 2020 report showed that around 80% of B2B customers prefer the convenience of digital self-service over in-person interactions. And, of course, safety plays a large part. But it is also due to the ease of scheduling, customers feeling more in control, and the cost savings from travelling to and from sites.

So what are some of the ways that digital self-service is emerging in the field services industry?

Real-Time Video Conferencing Between Customer and Provider

Smartphone technology allows customers to fix their own problems. Using service provider agents, customers receive remote instructional communication support that lets them resolve field management problems themselves. By using smartphone cameras to stream images to call centre agents’ desktops, agents use Augmented Reality technology (AR) to zoom in on specific problem areas and assist with diagnosis and resolution.

Customer-Controlled Scheduling and Automated Status Updates

Customers are gaining a better sense of control over the service they receive with online self-service portals. By giving customers control over appointment selection, they’re less likely to cancel or miss service calls with technicians. This not only saves time but avoids the cost of repeat visits.

Waiting for technicians can be a source of frustration for customers. Customers want regular, real-time status updates with an estimated time of arrival sent straight to their mobile. These updates allow for a better degree of transparency and security. As a result, they build more trust in your customers.

Self-Service Helpdesk

To capitalise on the growing demand for self-service, some organisations are using AI to create customisable helpdesks. By creating an extensive knowledge base, self-service platforms allow customers to fix their own problems. Customer knowledge bases are also augmented by real-time service evaluations and these are making it possible for customers to evaluate field service calls themselves while gaining a sense of contribution towards continuous improvement. 

What Are The Benefits of Self-Service and Remote Field Service?

Since the world had no choice but to find ways to manage social distancing in 2020, emerging technologies developed faster than first predicted. Customers want to feel in control of their service interactions, while remote field service provision is proving to be a better way to meet the needs of customers. Here are some of the key benefits to offering customers the opportunity to self-serve:

Self Service Benefits

Improves Customer Loyalty

When customers feel in control of the services they receive, they are more likely to keep using them. Plus, research shows that meeting customer expectations is more important than exceeding them. So, rather than attempting to deliver one-off ‘wow’ moments, businesses should make every aspect of a customer experience as convenient as possible.

For example, offering a 24/7 service means customers are able to access support whenever they choose. By providing an online form, online chat or an accessible knowledge base, you’ll give customers a better feeling of control and keep them happier for longer.

Reduces Cancellations

Giving customers access to regular status updates or notifications on services calls provides reassurance that their issue is being dealt with. When customers have a better sense of control over issues and feel kept in the loop, they’re less likely to cancel appointments.

Speeds Up Delivery Times

Providing customers with access to knowledge or instructional manuals not only helps them to understand potential issues but it provides them with a degree of training where, if they feel confident, they can solve issues themselves.

Builds Trust

Giving customers access to knowledge or direct instruction provides a layer of transparency they’ll appreciate. These days, building trust in a customer base is difficult to achieve. But by offering on-demand access to help, regular updates on service provision and an accessible knowledge base, field service operators can build a customer base that trusts them. In return, that trust will enhance their loyalty as customers.

Remote Field Service Benefits

More Efficient Resolution

Using IoT devices in field services results in earlier diagnosis and resolution of issues than on-site visits. Regular, remote monitoring—through these devices—results in less downtime, better customer communication and happier customers. 

Faster Response Times

Mean-time-to-resolution is a clear benefit of a remote-first approach to service delivery. In a survey conducted on customers and service providers, around 90% of service providers said they found response times were much faster with remote resolution.

Lower Operational Costs

Optimising costs is essential for field service organisations. Because, in the long run, dispatching technicians when they’re not needed will increase costs and operating expenses. Instead, a remote-first approach combined with customers’ need for self-service means cost savings. Because customers will be happy to serve themselves for smaller, easier jobs. After all, they’re busy too and may not be able to wait for a technician who’s running late. So, by empowering them through instruction and knowledge sharing, customers can handle smaller jobs while freeing technicians to get through more jobs from a remote workspace.

Boosts Safety Levels

Safety is at the forefront of everyone’s minds, which is why zero-touch environments are becoming the norm in the field service industry. Planning to work in a zero-touch environment allows field service companies to integrate all aspects of remote and self-service while upholding the safety of customers and staff. IoT devices provide necessary monitoring while customers and technicians interact over smartphones or smart glass technology.