ClickSoftware | 02.07.18
Summary >

The potential to increase efficiency, cut costs, and boost customer lifetime value in field service continues to grow as new technologies emerge. The rise of artificial intelligence (AI), machine learning, the Internet of Things (IoT), and mobile technology mean endless opportunities for organizations across industries to get predictive and optimize service.

Last year our experts at ClickSoftware contributed to a number of articles, providing insights on field service management technology, customer experience, and industry best practices and trends. This includes insights from:

Check out the articles published in the second half of 2017:

Field Service Optimization

Using the IoT as a Crystal Ball (IoT Journal)
By Steve Smith, VP of Strategic Industries

The rise of the Internet of Things means many new opportunities for field service, including more proactive service. Though IoT can’t predict every disaster before it strikes, it can maintain the health of equipment. This allows service providers to get ahead of problems, and minimize any negative impact on customers. In this article, Steve Smith breaks down the process of using IoT to monitor equipment into two distinct phases: data collection and data analysis.

Man and machine: the future of service (Information Age)
By Yoav Prat, R&D Group Director

Though machine learning is nothing new, many businesses still have yet to cash in on the potential benefits. A combination of machine learning and knowledge from business leaders provides a valuable level of business intelligence that enables strategic decision-making and improved efficiency. Yoav Prat explains the opportunities of machine learning in service—such as better planning and more precise scheduling—and gives some example use cases.

Customer Experience

The art of the possible in personalized service (Directors' Club Newswire)
By Hilla Karni, VP Product Marketing

It’s no secret that the way companies approach customer service can make or break the business.  And today’s customers have an increasing demand for personalized service. To meet this demand, field service providers are tailoring communication to customer preferences and even providing customers with their preferred technician. Likewise, with predictive field service technology, it’s even possible to for an engineer to fix equipment before a break occurs or prevent cancellations and no shows. In this article, Hilla Karni dives deeper into ways field service organizations can provide better customer service.

Why Your Company Needs A Customer Experience Vision (Field Technologies Online)
By Paul Whitelam, Group VP, Product Marketing

In today’s on-demand economy, customer expectations are at an all-time high. It’s critical for companies to develop a customer experience vision that aligns the employees’ and company’s goals with the customer’s field service needs. Paul Whitelam stresses the importance of maintaining an emotional connection with both customers and employees, and fully applying vision on a regular basis. Doing so will help companies deliver the service customers expect and demand.

Closing windows: How field service providers can reduce lengthy timeslots (FleetNews)
By Paul Whitelam

No one likes waiting around all day for their service engineer to arrive. To improve customer satisfaction in today’s competitive landscape, it’s important for field service providers to find new ways to reduce waiting times for customers. In this article, Whitelam offers three steps organizations can take to tackle this issue: adapting location insight, investing in route-mapping technology, and automating dispatch.


Improving Customer Satisfaction in the Utilities Industry (Energy Central)
By Steve Smith

Customer experience plays a key role in the success of utilities organizations. We’ve already discussed that customers today expect on-demand services like Amazon and Uber. But it’s especially important for utilities, who perform mission-critical tasks, to respond at lightning speeds to customer issues. If a power line goes out, residents expect the problem resolved in minutes. Steve Smith explains how technology adoption and mobile field service management solutions can help utilities make quick, informed, and data-driven decisions.

Innovation in the Energy Industry and its Impact on Service (Energy Central)
By Steve Smith

Because utilities are traditionally a highly regulated industry, the adoption of new technologies is often slow. This makes it difficult to give customers the on-demand service they crave. Even so, it’s becoming increasingly crucial for utilities to adopt technologies like the Internet of Things and artificial intelligence to enhance service. Smith explains the potential for these technologies to boost human potential, transform brand image, and gain a competitive edge.


Is customer service the telecoms industry's biggest threat? (VanillaPlus)
By Steve Smith

For telecommunication companies, customer satisfaction is lower than all other categories of service. At the same time, the competition over customer satisfaction is intensifying. Steve Smith explains how telcos can better meet customer expectations by shifting their focus from implementing new technology to providing real-time communication and transparency to customers.

Telcos Are Sitting on Data Gold Mines: It’s Time They Gild Customer Experience (insideBIGDATA)
By Steve Smith

As data in communications companies grows from exabyte to zettabyte in volume, the value of the data itself rises as well. Smith discusses the potential for telcos to differentiate by using this data to optimize the actions of service professionals. By learning and gaining insights from this wealth of data, telcos can continually improve service efficiency and customer experience.


How technology is transforming home healthcare (Information Age)
By Paul Whitelam

Healthcare may not be a traditional field service industry, but with an increasing number of elderly and ailing patients opting for home healthcare, the need for service is there. And with this rapidly expanding market, healthcare companies are turning to technology to keep up with demand. Paul Whitelam explains how technology is already transforming home healthcare—increasing efficiency, reducing costs, and improving client and caregiver satisfaction.

This concludes our roundup for the second half of 2017. Check back at the end of this quarter for more articles from our experts. In the meantime, you can read more about field service trends and best practices on the ClickSoftware blog.