Business Talk Magazine

Technology and innovation have become indispensable to every type of business — the field service industry is no exception. During the COVID-19 pandemic, it became imperative for the field service companies to use field service software and integrated systems to provide contactless solutions. Now, these tools have become an integral part of field service operations.

The field service companies that have adopted technology have witnessed increased efficiency, lowered costs, and improved customer satisfaction. This means every field service company must invest in technology sooner or later if they want to compete and meet customers’ needs in the future.

Field Service Technologies You Should Be Using

Here are the tools you should be using to keep up with the evolving field service industry: 

1. Scheduling and dispatch software

Scheduling and dispatch software improve communication between a field service company and its field technicians. However, this software can do a lot more. This tool can optimize the entire field service operations to make them more efficient. For example, scheduling software can use the mapping data to determine the optimal order for appointments and help organize the technician’s day, ensuring less travel time between different work sites. The dispatch software can help select the nearest technician available to take the service call. This limits travel time and also the associated costs.

2. Route management

A route management and navigation software integrated with your field service management software can help reduce travel time by providing live traffic data to determine the best route to quickly reach the job site. This tool allows you to configure to send updates to customers providing them with pre-arrival checklist, the estimated time of arrival, along with the technician’s name, photo, and contact details. This enhanced transparency helps provide a better customer experience.

3. Mobile devices

Mobile access to business data helps eliminate a large amount of paperwork as information is available at a click of a button. Moreover, the ability to access information from anywhere, anytime on a mobile device frees up your technician’s time to take on more important tasks. This helps generate a positive impact on revenue for the organization.

With mobile access, managers and supervisors have better visibility and can monitor the service and productivity levels of their teams in real-time. Additionally, with 24/7 access to information, mobile solutions not only shorten response times and optimize the time and effort of field technicians but also empower them to make quick decisions. Additionally, with GPS-enabled mobile solutions, technicians can locate the inspection site and find the shortest route to get there.

4. IoT

The field service industry is all about monitoring assets for damage or identifying performance issues. And these issues need to be rectified quickly. IoT-connected devices allow field service companies to locate and maintain assets quickly via real-time alerts and sensors.  

5. Work order management

With updated information at their disposal, field service teams can instantly check updates on work orders, review warranties, and assess inventory in real-time. This ensures proactive services and no time wasted.

6. Wearables

Wearables can capture and collect data, which can be a labor-intensive process. They also have many other benefits for field service technicians. Wearables like smart glasses or head-mounted tablets (HMT) empower technicians to fix issues faster and thus save cost, increase employee productivity, and enhance customer experience.

Wearables allow employees to interact with audio, data, visual displays, video, and more while keeping their hands free to do other important work.

7. Augmented reality and video

Augmented reality (AR) and video collaboration into field service management software is perhaps the best thing that could have happened to the field service industry. This collab significantly increases technicians’ efficiency and safety while at work.

The technicians can connect with experts directly when they are on on-the-job training or need help solving an issue. For example, if an amateur technician is on the job and needs helps to fix complex machinery, an expert can help or guide him remotely. AR and video allow the technician to show the expert the equipment that needs fixing, and the expert can guide him through the repair process.

8. Zero-touch work allocation

Zero-touch work allocation enables managers to schedule and assign tasks automatically. All they need to do is define monthly maintenance appointments or a rule that delegates new work tasks to the nearest available technician.

Key Takeaway

Companies need to adopt these tools and adjust their operations to accommodate them. When they deploy these tools, it’s important that they commit to training their back-office as well as their field employees to use these powerful tools optimally. 

Author: Akhil Rajan