Field service management (FSM) is quite a daunting task. It requires enough time and labor to manage this aspect of business efficiently. The way things work in this field has changed over the last few years. Improvisation has been brought about by the integration of technology. Trends are continually evolving to ease field service management further.
Here is a look at the 5 key trends in field service management 2019:
1. Use of Artificial Intelligence
Artificial intelligence is being used in field service management to enhance business. Its purpose is on the increase to streamline various field service tasks.
Many companies are using it to train their employees, improve the relationship with their customers to build a strong customer base, manage work orders better, and keep track of their employee’s performance. This new-age technology is of great assistance.
Artificial intelligence tools such as chatbots have eased the task of the backend stuff. They can now focus on more productive tasks while the chatbots assist the customers with their queries and requests.
2. Adoption of Data Analytics
Data is of utmost importance for every sector, and field service management is no exception. Several firms have begun to realize the significance of studying data patterns to enhance their business. This is the key to improve service quality and gain operational excellence. The adoption of data analytics has thus become an emerging trend in field service in today’s time.
3. Automation
Automation is the key to increase productivity and ensure accuracy. It plays a significant role in leveraging field service. Cloud-based field service management software helps in managing field service tasks at various levels. It supports better communication between the back-end and field service staff.
It also helps provide better access to information. Checking the availability of the field service agent, scheduling appointments, and checking the accessibility of equipment/ products, rescheduling visits has been made extremely easy with automation.
Many big and small businesses have felt the need to integrate this new technology, and most of them are making use of it to increase productivity the service provided.
4. Predictive Maintenance by way of IoT
Internet of Things (IoT) connected smart devices to enhance the way things work for your business. This new technology helps in assessing the wear and tear of the assets.
Constant monitoring of the assets is done to understand the need to repair/ replace them on time. This way, the Maintenance and repair of the assets can be done timely to avoid huge expenditure later. Preventive and predictive Maintenance is particularly a boon for sectors that employ heavy machinery and equipment.
5. Focus on Training the Technicians and other Field Service Agents
The technicians and other field service agents are the face of the company for the end client. They visit the customers, provide service, assist them with their complaints, and give information about the company’s products.
They need to have complete information about the product as well as the ways to fix it. It is thus essential to provide rigorous training to them before sending them to the field.
Companies are recognizing the need to provide thorough training to the field service staff so that they can handle their work efficiently. In 2019, more and more companies are arranging training and workshops for field service agents.
The focus is not just on technical training but also on enhancing their soft skills. Interactive webinars and online training on mobile applications are quite in trend.