Report | Emerging Technologies in Field Service

3/14/2019 / Digital Transformation / Field Service / Katia Loboda

See how IoT, Big Data, AR and AI drive better service results for today’s service leaders.

Service has always been a key differentiator for manufacturers and distributors, but today’s industry leaders are changing their entire infrastructure to focus on engagement and technological advancements to drive revenue and customer satisfaction. IoT, Big Data, AR, machine learning, and AI are quickly taking the field service industry by storm, leading a wide range of field service industries to invest considerable resources in these cognitive technologies to gain competitive advantages.

We know that there is a lot of buzz around these technologies but are they really delivering on their promise for a better industry?

Astea sponsored the Field Service USA Emerging Technologies in Field Service” report that outlines the benefits of four emerging technology categories in field service management:

  • IoT and Big Data
  • On-site augmented reality and wearables
  • AI and machine learning
  • Field service management technologies

Now, let’s benchmark how some of these latest tools are improving results for customers, service teams, and business as a whole.

Internet of Things and Big Data

Internet of Things (IoT) – integrated systems create seamless connectivity with minimal efforts from agents in the field. In fact, respondents have identified IoT as the most beneficial solution to help them improve connectivity with data from the field, creating an optimized link with the organization and its operations.

93% of participants identified IoT and data analysis as a core part of their business

In the past, equipment had to be serviced periodically, whether there was an issue or not. Today, the integration of predictive capabilities, service organizations are now able to remotely monitor equipment and automate service requests, alerting a technician only when service is require. The device provides real-time detailed information of the issue directly to the organization, allowing the service manager to assign it to the appropriate technician. By having access to the automated, detailed work order, the service technician is able to arrive with the appropriate knowledge and parts and fix the issue on his first visit. Increasing first time fix rate creates not only a satisfied customer but a reduction in fuel and labor costs.

64% of companies have transitioned from a reactive to a 100% predictive service model

Check out our recent webinar “A Practical Approach to IoT in Field Service“ to learn more about how to best integrate IoT into your organization.

Artificial Intelligence and Machine Learning

Artificial Intelligence (AI) and machine learning have been progressing rapidly in the field service management industry. In fact, 51% of the surveyed companies use both AI and machine learning technologies. These solutions deliver speed to analytics and project execution based on real-time, intelligent insights gathered from field data. Many service leaders are integrating AI with augmented reality solutions, including object identification cameras, to identify external objects and read images. By gathering greater insight into service requirements, companies are improving their maintenance forecasting and are implementing automated maintenance solutions, creating a more efficient workflow.

“AI-assisted customer engagement technology will assure us of efficient customer services. This technology will provide long-term customer engagement assistance to us.” – Team Leader, Enterprise Field Service Organization

In today’s complex service organization infrastructures, it’s often difficult to track, collect and interpret every customer’s historical data and effectively communicate it with the right teams. With Artificial Intelligence, companies are able to automatically detect and interpret patterns from various data points to better understand its customer and provide a more personalized, coherent experience.

When properly integrated, AI and machine learning solutions create visibility throughout the organization and drive greater efficiencies and service results.

Download the report now to learn how by using these technologies:

  • 69% of companies have achieved a more efficient workflow
  • 79% of companies successfully connect their technicians while on the job
  • 78% of companies can search through customer history and asset records more quickly
  • 57% of companies have improved their customer experiences
  • 50% of companies experienced a reduction in cost
  • And more

Download Report

To learn more about how Astea can help your field service organization embrace emerging technologies, click here.

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