Field Service Management Technology For Better Business Outcomes

5/20/2019 / Digital Transformation / Katia Loboda

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

Delivery of service has always been a key differentiator for manufacturers and distributors, but today’s industry leaders are changing their entire business infrastructure by leveraging field service management technology. IoT, Big Data, AR, machine learning, and AI are quickly taking the field service industry by storm and helping a wide range of field service industries revolutionize customer engagement, amplify customer satisfaction, and drive revenue.

We’ve all heard the buzz around field service 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. It outlines the benefits of emerging technology categories in field service management:

  • IoT and Big Data
  • AI and machine learning
  • Augmented Reality and wearables

Now, let’s benchmark how these field service technologies are improving results for customers, service teams, and service businesses as a whole.

How Internet of Things and Big Data Help Techs and Customers

In the Internet of Things (IoT), integrated systems create seamless connectivity with minimal effort from agents in the field. In fact, respondents identified IoT as the most beneficial solution for helping them connect data from the field with the rest of their businesses’ operations.

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

In the past, organizations had to service equipment periodically whether it was experiencing a problem or not. But today, with the help of live data transferring technologies and data analysis, service organizations can remotely monitor equipment and automate service requests. This change means companies need alert and dispatch a technician only when service is actually required.

IoT devices provide the organization real-time information about the issue, allowing the service manager to assign service calls to the appropriate technician. Because they have access to detailed automated work orders, service technicians can arrive with the knowledge and parts they need to fix the issue on the first visit. Increasing first-time fix rate not only creates a satisfied customer but also reduces your company’s fuel and labor expenses.

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.

AI, Machine Learning, and AR Accelerate Service Insights

field service management technologyArtificial Intelligence (AI) and machine learning have been making rapid progress in the field service management industry. In fact, 51% of the surveyed companies use both AI and machine learning technologies.

These solutions speed up analytics reporting and project execution based on real-time, intelligent insights gathered from field data. Using artificial intelligence, companies will be able to automate processes, build new systems of intelligence, and transform how they use data.

Many service leaders integrate AI with augmented reality (AR) solutions such as object identification cameras, virtual assistants, and training applications. By gathering greater insight into service requirements, companies are experiencing:

  • Improved maintenance forecasting so they can stay ahead of equipment problems before they arise.
  • Increased time for employees to work on more engaging, value-added assignments, thanks to the automation of repetitive tasks.
  • More efficient workflows with user-friendly applications that seamlessly integrate with existing IT environments.

“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

Benefits of Improved Field Service Management Software

In today’s complex service organization infrastructures, collecting, analyzing, and acting on customer data often poses a complex challenge. But when companies integrate IoT and AI technologies into their FSM (field service management) solutions, they can automatically use various data points to detect and interpret patterns yielding a more personalized, coherent customer experience—and ultimately, increase customers’ lifetime value.

Properly integrated AI and machine learning solutions use and process data from across your organization to give employees a holistic picture of each client’s service lifecycle journey. This visibility drives greater efficiency, smarter decisions, and improves service results.

By deploying the most up-to-date field service management technologies, WBR study respondents experienced these results:

  • 69% achieved more efficient workflows
  • 79% connected their technicians with AR and wearables
  • 78% improved customer history and asset search functionality
  • 50% reduced the cost of service delivery

Download Report

To learn more about how Astea’s field service software can help your organization leverage emerging technologies, click here to request a demo.

Follow us!