How Technology Is Shaping the Future of Field Service
Digital technology is having a massive effect on almost every industry. Brands around the globe are finding innovative methods of applying new, exciting, and useful digital solutions to their business models.
Many companies now have entire departments dedicated to digital transformation, and the biggest names even have fully-fledged innovation labs which work tirelessly to bring new technologies to the global marketplace in exciting and inventive ways. Digital technology is acting as a key brand differentiator for brands looking to stand out in an increasingly crowded arena - giving them new ways to serve their clients and offer superior customer experiences.
Field service is often thought of as a highly traditional industry with an emphasis on manual processes and old-fashioned workmanship. However, the advent of digital technology is bringing the industry screaming into the 21st Century.
#1 Internet of Things
The Internet of Things (IoT) is enabling the whole concept of field service to evolve.
Traditionally, a customer would have to discover a fault - usually through an important machine breaking down, arresting production, and losing them revenue in the process - before reporting it to their field service provider. Then they would have to book an engineer appointment before finally getting the issue addressed. This reactive method of field service gave way to preventative maintenance - where regular servicing reduced the number of shutdowns which occurred.
However, thanks to IoT, field service is now experiencing another paradigm shift - predictive maintenance. With connected sensors installed in machines, data can be constantly exchanged between the devices and the servers at the field service provider's office - 24/7. The analysis of this data makes it possible to discover failing components at a very early stage and send an engineer to repair or replace them before they become a major issue.
When the engineer arrives on site, they already know what the issue is have all the necessary parts and tools at hand to complete the job - eliminating the need to make multiple visits. The software backing up these sensors can also spot patterns, so if a particular brand or type of component is failing regularly across multiple sites, it can be flagged, and a solution devised.
#2 Mobile Technology
The ubiquitous smartphone and other mobile devices we carry around with us these days give us constant access to information no matter what time of day it is or where we might be located - assuming a data connection, of course.
In field service, mobile technology is helping engineers become more productive by giving them access to important information such as schematics, customer details, addresses, service histories and more at the touch of a button. The cost of implementation can be low as well, with a growing number of businesses allowing workers to bring their own devices to work with them. This also helps reduce the amount of training required, as people will be already familiar with their own devices.
Engineers can also receive notifications giving them updates on jobs, changes to their schedule, and other related information, allowing them to react with the agility and flexibility the modern field service environment demands.
The next few years will see the worldwide rollout of 5G mobile internet, which will further empower the use of mobile technology in the field service industry. The speeds made possible through 5G technology will enable field service engineers to access job-critical information quicker and from more locations than ever before.
#3 Augmented Reality
Augmented reality has grown from a simple novelty and curiosity in recent years to an important technology being used in industries around the world.
In field service, augmented reality technology can be used to help facilitate the training of new engineers and the transfer of skills between outgoing and incoming generations. AR-powered glasses can superimpose schematics over real-world machines, helping engineers find their way around complex devices. Training facilitators can speak into the engineer's ear while also drawing on the AR display to help guide them. This allows older engineers to adopt a more relaxed role while also remaining active participants in the organization.
The same system can also be used by clients themselves. This means they can carry out smaller repairs - with guidance from a qualified engineer - without the need to arrange a callout. Offerings such as these can be serious brand differentiators between field service companies.
Final Thoughts
There are three amazing new technologies which are changing up the field service game for the better. Companies which can successfully incorporate these technologies and offer their clients next-generation services are likely to find themselves standing out from the crowd and accessing new streams of revenue as a result.
Digital technology 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.