For some time now, we have seen growing interest in integrating connected devices at customer sites with field service management software.
In a 2017 study conducted by IFS, 30 percent of the product-oriented companies surveyed said they were already using IoT for field service to some extent, mostly for diagnostics. A few companies are already harnessing IoT data to automatically trigger business transactions like the issuance of work orders and dispatch of technicians. The use cases are easy to understand. Placing sensors on equipment to be supported by service organizations enables:
- A move beyond schedule-based and break-fix service. Sensor data can inform condition-based or predictive maintenance.
- Metered billing, so a company can bill not for the piece of equipment or asset but for duty cycles of the equipment.
- Visibility into how the customer is using a product or asset so you can better market and sell to them in the future.
The process of gathering data from sensored equipment in the field, parsing it into information that can be used by field service management software is handled by IoT discovery tools. These tools take equipment data, which is generally captured in real time, often in micro-second increments, and converts it into events that can trigger field service work orders, parts requisitions, or other transactions in the field service management software.