Digital Transformation Within Changing Business and Service Models
With field service as an industry going through many challenges right now, the need for innovation is great. New ways of recruiting staff, carrying out both repair and maintenance work and backroom operations, and facilitating training and skills transfer are all conspiring to create an entirely new business landscape.
We've covered many elements of this transformation over the course of this series of articles, and by now you should have a good grasp on the disparate elements of this current environment of innovation and paradigm shifting within field service.
Now, in the final article in this series, we look at how all these elements are coming together to transform field service – not just digitally – but with entirely new business and service models.
Field Service Maturity
The factors we have already discussed at length in this series are all driving a new stage of evolution in the way field service business is carried out and field service maturity models are becoming increasingly hot topics, gaining more attention than they would have previously. The move from manual processes to the embracing of automation is bringing serious change and yielding great results.
However, tempting as it may be to focus on the technological side of field service maturity - as we have throughout this series - this must be developed in harmony with operational and strategic maturity to bring about the kind of cost-effective, customer-focused operation the modern field service provider needs to run.
Technological and operational maturity are two sides of the same coin.
In its most basic level of maturity, field service is a purely reactive operation. A client identifies a fault in their machinery, they report it to their field service provider, and an engineer is dispatched to diagnose and repair the issue. In this model, operational development is limited by outdated and archaic paper-based manual processes.
Workflow has low levels of visibility and the manual processes used for processing work are normally based purely around function. The reactive nature of the operation will often lead to siloing and make it difficult for departments to work together for the further development of the business.
Advanced Maturity
The next level of maturity would see the introduction of some elements of automation and the beginning of moving away from manual and paper-based processes.
The introduction of elements such as field service management software will form a significant part of this stage in maturity development, allowing for the automation of several facets of the backroom operation. The automation and digitization of scheduling, invoicing, route planning, and more allows field service providers to offer a more effective and streamlined service to their clients.
However, the nature of the service provided will still be very much a reactive one and further maturity is required to truly break down those silos and achieve the kind of field service provision which is desired and demanded by the modern client.
The next levels of maturity are achieved through the development and proliferation of cyber-physical systems. The introduction of Internet of Things sensors, augmented reality technology, artificial intelligence, data, and more all allow field service providers to develop in maturity and move even further from reactive to proactive service.
We've already gone into the finer details of the ways in which these technologies benefit the field service industry in previous posts in this series, so we won't repeat them here. The point which needs to be made, however, is that to achieve the very highest levels of field service maturity, it is not enough to simply put these innovations into play and then move on. Instead, field service providers who want to reach the top of their game must be constantly working and innovating to further develop these technologies and even more deeply integrate them into their operations.
Final Thoughts
As you can see, while digital technology does help facilitate field service maturity, it's the way in which organizational processes and new service models develop alongside it that drives real change. Moving from manual to automated processes in the backend and evolving from reactive to proactive business models are just two of the ways aligning strategy, process, and digital transformation can create a more effective, efficient and profitable field service business.
The future is certainly bright for field service. It's likely we'll see the growth trajectory we've enjoyed over the last decade continue for many years to come. However, it's not good enough to simply sit on one's laurels. Brands must be constantly striving to innovate and work to make this industry the very best one it can be.
The evolving nature of the industry is set to be a hot topic at Field Service Connect 2019, taking place in November at the Hyatt Regency Lost Pines Resort and Spa, TX.
Download the agenda today for more information and insights.