In this article for Field Service News, Laura Danaraj, Marketing and Content Specialist at Worldwide Business Research, discusses the top components in field service management to watch for in the coming years.Field Service Management has been transforming over the years, becoming more dynamic, customer-centric and technologically advanced. Every customer is expecting a top-notch service – quick and correct response, available at any various contact points and convenience. As we already know, modern digital capabilities are evolving to eliminate the barriers to innovation in field service management in Asia.
At Field Service Asia, I managed to speak with Rajiv Niles, ex-Senior Director from ServiceMax to understand his expert opinion regarding top components in field service management to watch out for in coming years.
With each customer having its own unique experience, we cannot expect technicians to have a memory capable of recalling every service problem a customer has had. Information is an important tool as any found in a toolbox – this is where a visibility comes into play knowing that information you need is within reach, readily available and accessible.
With the right information, technician is able to support the customer to the best of his ability – being able to share or get information that is critical to the customer such as orders at hand without wasting time or making additional calls.
“A happy and engaged technician will translate to a better customer satisfaction, that’s an area we see as key", said Rajiv.
2. Predictive Analysis
Rajiv stated, “If you look at the whole IOT continuum, the ability to provide real time information on operating equipment back to the services organization is a key part of being able to provide diagnostic information on a piece of equipment that is operating. Also, if you take real time information from a piece of equipment operating in the field, you could provide predictive maintenance capability which really ensure that you keep that asset running continuously over a long period of time.”
The goal here is to keep the operational efficiency of the machinery to a minimum downtime. The approach on predictive maintenance promises cost savings over routine or time-based preventive maintenance, because tasks will be performed only when necessary. Technicians carrying out the maintenance are likely to get things right on the first attempt as they already have the predictive analysis with a good idea of what the problem is, how to resolve it, and even up to date stock inventory management.
Rather than discovering that service or part isn’t what the prospect is looking for or interested in after time, energy and resources have been invested. The analytics can help sales team target what the prospects are most likely to buy from the get-go allowing room to upsell on services or products.
3. Mobile Experience
According to Rajiv, “In addition to providing technicians with all the information they need to complete work, we need to provide them all the enablement on that mobile device to run manuals and documentation for them to finish their job, also the ability to provide frictionless collaboration tools really enables that technician to go a lot further. The ability for them to talk to their peers to get advice, whether it is through a chat, a text-based or video-based format, will really provide a great deal of enhancement for them to work.”
The ability to synchronize with all the necessary contact points and resources on one device is seamless. Productivity is bound to increase when technicians are able to accept jobs in the same proximity with a GPS tracker to navigate, take pictures, manage notes and payments and capture signatures. Mobility is continuing to evolve from a one-dimension application to a collaborative one.
4. Self-Service Tools
Rajiv also added, “Customers can do a lot of their own self-service like troubleshooting and we see AI playing a big part in this. First, you have a learning engine that looks at all the diagnostic information around the problems and resolutions, then building a database of that information, and providing that information to the customer so they can do basic troubleshooting activity, enabling them to solve their own problem. That also prevents the service organization from rolling out expensive truck rolls and technicians for doing very short, simple jobs which then the customer is able to do”
With knowledge, customers will be able to solve the problem quicker than waiting for help to arrive. In addition, given today’s savvy and self-reliant customers, they will have more control over the situation. In turn, inbound service requests will be reduced and customer service agents can spend their time answering tougher questions.
It is important to revolutionize equipment uptime, workforce engagement as well as customer experience in Field Service Management. We have seen a whole lot of improvement and transformation through technology over the years. To cope with the demands of the modern customer, one should take advantage of these trends and start integrating them into existing workflows.
If you wish to find out more about the upcoming trends, Field Service Asia is the event you would not want to miss in 2021. For more information visit fieldserviceasia.wbresearch.com
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