Top 5 current field service management trends in 2022February 10, 2022
The field service management space is constantly changing. As a result of the pandemic’s aftermath, new innovations are continually being launched to assist companies with improving their services and adapting to the new normal. Businesses will want to ensure their clients are receiving the best in terms of efficiency and effectiveness, as failing to fulfil demands will lead to the demise of any organization.
The below five field service management trends are predicted to emerge over the next few years. Continue reading to see how you can utilize these trends to enhance the quality of your field service.
1. Take Advantage of Modern Technologies
With real-time access to data, field service workers and managers can do more than improve productivity and team interactions; they can also solve client concerns with minimum delays. The adoption of IoT, remote field force monitoring, real-time notifications, and the usage of augmented reality as service support is accelerating. As a result, it is now easier for workers to react to crises on the go since these technologies are frequently accessible on mobile platforms.
Without the right tools on hand, it can be difficult for companies to ensure their employees are providing quality service support while operating on the ground. Companies may struggle to locate their employees, and employees may have difficulty reaching customers. This problem can be resolved using a real-time field workforce monitoring system for employees. There are also workflow management tools for tracking task completion and scheduling, and AI for on-site assistance.
2. Automated Back-end Processes
Backend process automation is essential for large-scale field operations to ensure that everything runs smoothly and efficiently. Paper-based procedures and back-and-forth exchanges will always be inefficient compared to fully automated processes.
Scheduling jobs, assigning tasks, generating reports, gathering data, and maintaining records are processes that can be automated. By automating tedious and repetitive operations, organizations can save time and decrease their workload while allowing their employees to work more productively. To ensure a seamless flow of your operations, it is essential to upgrade both your back-end and front-end processes simultaneously.
3. Customer-centric, Personalized Approach
During the pandemic, companies have adapted to remote work by offering clients new services like online appointment booking, video chat assistance, contactless delivery drop-offs and different ways of communicating on various platforms. Currently, customers are used to having more choices and convenience at their fingertips; therefore, it’s essential to keep expanding such services.
Additionally, field service agents should have the freedom to make decisions when it comes to problem-solving and client support. When clients can address their difficulties with fewer contact points, it will reflect well on your company. Field service agents should go through necessary training to equip them with the right interpersonal skills and service expertise to excel in customer service.
4. IoT Integration in Field Operations
IoT technology has aided field service firms in improving real-time communications, scheduling, reporting, and supplying them essential data for analysis. To draw an example, integrating IoT sensors into a pest control company’s field service management system will make pest detection much more accessible. It gives pest control companies the ability to dispatch field personnel immediately and allows their field staff to communicate with their back office in real-time via an IoT connected mobile app.
By integrating IoT technology with current field service management systems, field workers will have access to real-time information, allowing them to interact instantly to handle problems on the spot without the need for numerous trips, thereby enhancing customer satisfaction. It is also possible to save costs with predictive analytics from data collected via IoT sensors, which can help organizations anticipate future needs.
5. Asset and Inventory Management
Many businesses’ supply chains got delayed in the past two years when they tried to satisfy high demands despite having limited labour due to the pandemic. Companies that did not have a dependable system to monitor and manage their inventory or assets often fell behind as a result. Similarly, in the field service business, tracking asset movements is critical to keeping up with client demands and ensuring appropriate personnel are available for service follow-up.
Field service organizations can rapidly monitor inventory, employees, and vehicle availability using a field service management system. As these systems can provide businesses with alerts on restocking of goods and vehicle maintenance, it helps them to fulfil client needs efficiently while optimizing service uptime.
Changes such as providing clients with a broader range of service alternatives and personalized support are here to stay. Customers have grown used to, and now demand, convenience in the form of notifications and remote help. In addition to this, IoT and backend process automation are the current big changes disrupting the field service sector in 2022.
These new changes may seem intimidating, but they do not have to be if you are adequately prepared. V3 Smart Technology has extensive expertise in assisting small, medium and large enterprises with asset tracking and management, and integrating IoT and automation into operations to improve service capability. Find out how we can do the same for you by getting in touch with us today.