By Arka Dhar, Zinier
As 2019 draws to a close, field service leaders are already defining what the next decade of field service will look like. AI and automation will play a central role, whether it’s automating routine tasks or looking at historical trends and real-time data to predict failure in advance. So will the tactics and tools used to support an evolving workforce.
Going into the new year, here are four of the biggest trends that will define field service in 2020.
1. Field service is changing … sort of
The field service industry is at a crossroads. Gone are the days when organizations could run their day-to-day operations with pen and paper – there are too many sites to visit, technicians to manage, and data points to capture and analyze.
Technology is changing the way organizations think about, schedule, and execute work. But when we talk to field service leaders, they tend to bring up the same organizational goals and operational challenges.
Field service leaders still want to reduce the number of return visits. They want to be able to track activity in real time, across multiple teams and job sites. Most importantly, they want to shift field service from a cost center to a profit center.