Going Digital in the Field Services Industry

Learn the benefits and opportunities that the digital revolution offers for the field service industry. As we venture into a new digital technology age, the business world is undergoing a shift into integrated services through cloud computing and digitization. The digital revolution offers enhanced benefits and opportunities to the field service industry-transforming customer-facing processes and streamlining back end processes. Read on this article to learn more.

Going Digital in the Field Services Industry
Going Digital in the Field Services Industry. Photo by NordWood Themes on Unsplash

Table of contents

Introduction
Driving Customer Experience
Key Benefits of Going Digital
Closing

Introduction

Digital transformation is more than going paperless or using a smartphone on the field. It’s a comprehensive digital approach to field service management that affects everyone — each department, manager, and technician.

The business world is currently undergoing a massive shift to integrated services and operations through cloud computing and digitization. AI, big data, and IoT (Internet of Things) are leading this shift and giving companies the opportunity to improve business operations and the value they provide for their customers.

The field service industry uses field service management software (FSM) to maintain all of its operations, such as managing technician schedules, ordering parts, creating service reports and work orders, dispatching technicians, etc. However, it becomes challenging to streamline all of these processes efficiently.

The digital revolution offers exciting opportunities for the field service industry. Service companies can reduce their operating costs through real-time operational intelligence, collect advanced forecasting for better decision making, optimize their planning and scheduling, and provide more value to their customers.

Driving Customer Experience

To be successful with digital transformation, field service companies must reimagine the overall customer experience and meet new demands.

Not only is it essential to address customer-facing processes, but also transforming backend processes. According to the 2018 Harvard Business Review, 72% of respondents across different industries expect the digital shift to create closer relationships with customers. In fact, most companies rank customer experience as their highest digital priority. What does this look like for businesses?

Embrace Automation: Automation or digital automation is a component of digital transformation. It focuses on incorporating digital processes to software and data for increased efficiency. Chatbots, follow-up emails, and ticket prioritization can save time and provide more value to your customers.

Customer Insight: Businesses have access to data more than ever before. Digital transformation allows businesses to gain more insight into their customers. Companies can use customer data to improve offerings and develop more extensive marketing campaigns. Along with this, companies need to be transparent about the information they collect. Every business should be clear about why they collect the data, and what they intend to use it for.

Access to Information: This is one of the most straightforward benefits to digital transformation: the ability to put information online. Advances in security and storage have made it easier and more convenient for customers to find the right information they need. As a result, it eliminates the need to speak to an employee.

Key Benefits of Going Digital

There are four key benefits of digital transformation in the field service industry:

More efficient internal processes: Operational intelligence and digital transformation allow managers to gain insight into each feature of their service operations while streamlining the entire service supply chain. This eliminates the need for paper processes, all while making service delivery more effective for each customer. As a result, organizations can reduce operating costs while focusing on delivering excellent customer experiences.

Accurate forecasting: With big data and IoT technology, organizations can collect data in realtime and obtain accurate forecasting analytics to predict the best times for service visits, instead of relying on past historical data.

Predictive maintenance: Internet of Things streamlines real-time data and enables organizations to predict potential issues before they occur. As a result, organizations reduce costly service visits, wasted repeat visits, miles travelled, and the risk of downtime.

Better scheduling: Digital transformation enables more efficient optimization. Planning, scheduling, and routing processes are enhanced, ensuring that technicians have the right tools and equipment for each job. As a result, there is a boost in productivity and customer satisfaction.

Closing

Digital transformation allows field service companies to optimize and streamline their services like never before. Field service companies can integrate digital transformation to enhance their processes, automate their services, save time and money, manage risk, and create new revenue streams, without compromising on the customer experience. When done effectively, businesses can secure long-term success and stay competitive in the industry.

Source: FieldEdge

Published by Thomas Apel

, a dynamic and self-motivated information technology architect, with a thorough knowledge of all facets pertaining to system and network infrastructure design, implementation and administration. I enjoy the technical writing process and answering readers' comments included.