With all of the rapid advancements in field service technology and the demographic changes taking place, it can be difficult to keep up with new developments. As if field service executives didn’t already have enough on their plate. Service executives are faced with overseeing a widely dispersed workforce that has to be primed to respond quickly to dynamic customer requirements. Additionally, they also have to keep an eye on new mobile technologies, software improvements, and a workforce in transition.
This whitepaper & Infographic, Five Strategies to Maximize Service, looks at five major trends to watch that could impact the success and profitability of your field service organization moving forward. Using data from The Technology Services Industry Association (TSIA), IDC, VDC Research, and other sources we have examined five technology and strategy focus areas that will further redefine how service works over the next several years.
Those key trends include:
- The emergence of a more tech savvy workforce. Over the next five years, aging technicians will retire and be replaced by younger workers who have been using mobile technology in their personal lives for years. Companies will need to find a way to leverage the skills of these workers, while managing critical knowledge transfer from retiring workers to new employees in a flexible, user-friendly way.
- Increased use of mobile and wearable technologies. Wearable computers, once a niche technology, are slowly entering the mainstream and finding a home in field service applications. Using wearable computers, technicians can have hands-free access to knowledge resources and live interaction with other technicians and specialists. Wearable devices can also provide tech point-of-view streaming video.
- More reliance on knowledge management tools. Field service organizations need a better way to collect and share the customer and equipment knowledge that technicians carry with them in their repair guides and in their own heads. Knowledgebase tools that are easy to use and that provide social-media-style forums for technicians to connect, communicate, and share information will be a competitive differentiator.
- Connected equipment will join the network. The Internet of Things (IoT) isn’t just a tech buzzword; over the next decade billions of connected devices will join the global network. Field service organizations can use this technology to remotely repair customer equipment, reduce costly truck rolls, and provide value-added monitoring and maintenance services to customers that could serve as a new source of revenue.
- Service as a sales center. Field technicians will increasingly be called upon to gather sales leads, competitive replacement intelligence, and even to engage in sales activities themselves. Mobile devices and knowledgebase tools will make this easier.
Five Strategies to Maximize Service includes complete analysis of these trends, along with recommendations that will help service organizations seize these opportunities to gain a competitive advantage.
You can download the whitepaper & infographic bundle here.