The field service industry is experiencing an innovation boom at every turn. New technologies like IoT, cloud, driverless cars, and virtual reality – all have a big role to play in the future of field service management. The industry will evolve, and you should be prepared for all future changes.
In this article, we’ve come up with market trends that will be the future of field service management. Read on.
1. Increased demand in self-service portals for customers
According to ResearchAndMarkets.com, in 2019, the customer self-service software market was worth USD 7.20 billion. This market is expected to register a CAGR of 20.94% from 2020 to 2025,
Self-service portals for customers enable them to locate technicians, schedule appointments as per their convenience, make payments, and also provide feedback on the service provided.
There are two distinct benefits of deploying self-service portals for customers. Firstly, customers have more control over how and when they would like to be served. Secondly, you get an opportunity to build a community for your product/service and engage your customers with valuable content and activities.
2. Contactless/Remote Service
The concept of remote service gained the limelight in 2020 due to the Coronavirus pandemic. Technological advances in artificial intelligence, IoT, and augmented reality have made contactless solutions possible.
For example, a technician can use augmented reality and virtual reality-based apps and tools to access information about the device they are going to fix, including diagnostics and repair history. Remote access is possible due to integration between AR/VR technology, field service scheduling software, and/or CRM software.
Generally, field service visits are cost-intensive when you consider the travel time, labor costs, and vehicle expenses. In cases where contactless services aren’t possible, companies are considering sending a device to the customer to resolve the issue and walk the customer through the repair process.
3. Automation to take over manual administration
Automation transforms simple, repetitive, error-prone tasks into quick, accurate actions that help businesses save cost, time, and resources. Automation reduces overhead costs, offers a strong competitive advantage, and frees up time for field service workers and administrative staff to focus on important aspects of work.
Some of the time-consuming tasks that can be automated in field service business operations include:
Dynamic scheduling and dispatching
Sharing and syncing data
4. Proactive data analysis to help companies stay ahead of the game
An evolving field service organization needs to stay ahead of trends, have a solid grasp on the present, and embrace proactive data analysis.
Proactive data analysis involves predictive analytics.
The data collected can predict the likelihood of an issue happening before it occurs and suggest a solution. For example, when the air conditioner suddenly starts using more energy, it sends a maintenance check notification. A field service technician can address the issue before it becomes a major repair.
The future of field service will show a prominent shift toward proactive jobs rather than reactive jobs. This will lead to increased efficiency, lower costs and higher customer satisfaction.
With proactive data analytics, field service businesses can adapt to changing market conditions, better equip their workers for success, and provide value-added service to their existing clients while attracting new customers.
Considering the rapid technological changes happening in the field service, what was “nice to have” earlier has now become a “must-have.” Field service organizations must adopt and adapt to these disruptions to stay relevant.
It’s time to start thinking about how the industry will change in the next 5, 8 or 10 years. Stay prepared and plan ahead to serve your customers better and be ahead in the game.