ClickSoftware | 12.27.17
Summary >

The field service industry is constantly evolving, especially as new technology emerges and disrupts the space. Technologies like artificial intelligence (AI), machine learning, and the Internet of Things (IoT) offer new opportunities for field service organizations to further delight their customers.

The latest technology trends are helping service organizations evolve customer service, improve operational efficiency, and increase business agility. In this post we’ll discuss some of the ways technology trends are shaping the future of field service management.

The Evolving Customer Experience

Customer service expectations have never been higher, especially now that service interactions are being compared to those of Amazon and Uber. Field service organizations must adapt and deploy technology that gives customers more visibility into the service process.

For instance, businesses can notify customers that an appointment has been made through a channel of their choice—email, text, or voice interface. This gives customers the chance to reschedule if need be, resulting in fewer no-show and cancellations. It’s also possible to let customers track technician location on the day of service so they know exactly when their tech will arrive and won’t have to wait around all day.

Improving Operational Efficiencies

Businesses are always looking for ways to be able to do more with less, and today’s technology makes this possible. For instance, AI and machine learning are helping field service teams make predictions and better scheduling decisions based on data. And they are automating service processes to free up humans to be more productive in other areas like customer service.

Likewise, companies are using mobile technology, augmented reality (AR), and IoT to improve technician performance. With AR and live video techs can get real-time support from those back at the office. Likewise, IoT sensors can anticipate what needs to be done on a job site so techs are always prepared.

Increasing Business Agility

Today service organizations must adopt greater business agility to quickly respond and scale their service to meet the changing needs of customers.

This has led to the rise of the “gig economy,” an on-demand economy that offers organizations the ability to meet customer expectations as a service provider—even if the service is being provided by a third party. With the right technology in place, organizations can have visibility into the activities of contractors and ensure they are providing service experiences that customer would get from an internal employee.

To learn more about the trends impacting the field service industry, watch our on-demand webinar Trends in Field Service You Can’t Ignore.

Visit the ClickSoftware blog for more posts about field service and technology trends.