If you’re a field service company considering modernizing your enterprise systems, it’s important to understand some of the latest developments in your industry. Today, we’re discussing recent technology trends in field service management so you can start thinking about the features you might want in new enterprise software.
6 Technology Trends in Field Services
1. Contactless and Remote Services
Among the most prominent technology trends in field service management is the need to adapt to contactless and remote services. COVID-19 had a massive impact on business, leading to a shift in how people prefer to receive services.
Contactless services require up-to-date solutions for how you communicate with customers. If you don’t have such a solution, you might consider working with an ERP consulting company to modernize your ERP system. A modern system would help minimize face-to-face contact with customers, dispatch field service workers from their homes instead of an office, and provide accessible remote and hybrid work options.
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2. Self-Service Portals
Modernizing your field service management system requires you to put the consumer first. Consumers today want access to all their information, including any work orders and service requests filed to your business. Clients want transparency: access to reporting issues, scheduling service appointments, tracking en-route technicians, and around-the-clock online support. Ultimately, they want to stay well-informed and have easy access to help whenever things go awry or they have a simple question that doesn’t warrant calling your company.
Self-service portals are a wise choice for any field service companies looking for ways to modernize their system. An effective self-service portal will give clients a complete overview of their interactions with your company. In addition, customers can solve more minor issues on their own with guidance from your portal. Creating a self-service portal gives power back to your customers, allowing them to request technicians they are comfortable with and resolve minor issues without having to wait on hold for a significant amount of time.
3. Automation and New Technology
Automation in field service companies is essential for streamlining processes and eliminating mistakes. Advanced technology for field service businesses can help control operating costs and alert you of possible maintenance issues to avoid any unexpected challenges with your equipment.
Upgrading your field service software helps automate the manual tasks that consume your workday. For example, features might include automated scheduling and assignments for technicians. Automation software will assign nearby technicians to dispatch customer service as soon as possible.
Automation also helps eliminate some challenges of managing hectic schedules and finding qualified technicians for specific services.
During your ERP selection process, look for an ERP system that can help you evolve with your customers.
4. Predictive Maintenance
Predictive maintenance has vast benefits for keeping your services error-free and allowing you to take necessary measures in the event of a device failure. Predictive maintenance uses AI to predict potential issues with your devices and track equipment health to lower the chance of damage.
This technology also helps you predict client needs before a request is made, lowers maintenance costs, reduces equipment outages, and informs you of the best times to perform fieldwork.
IoT-enabled features ensure that your equipment is healthy and alerts you of any changes that might indicate a deeper issue. This makes it easier for field service providers to mitigate equipment damage before it happens.
5. Advanced and Mixed Reality Features
The evolution of digital, remote services and work environments has quickly progressed over the past few years. Part of this progress includes mixed reality, which has a number of uses, but most notably it helps field service companies with interviewing, onboarding, and training employees.
Mixed reality software also helps you implement digital fixes and reduce maintenance costs. Some companies are looking far ahead to potential technology like augmented reality glasses that could enable them quickly offer service to customers in a safe, controlled environment.
6. Access to Improved Mobile Technology
Likely, most, if not all, of your field employees have mobile technology with them on the go. Advanced mobile apps and technology help employees easily navigate tasks and maintain a healthy work-life balance.
Field service mobile apps are increasingly crucial to keeping field service workers on top of their work. They can give workers directions to a client’s residence and provide vital customer information or service records to ensure that a repair goes smoothly.
Ultimately, mobility helps improve communication between field service workers not working in one physical environment.
Stay Up-to-Date on the Latest Trends
Staying up-to-date with the latest trends in field service management is essential for customer retention. Our ERP implementation consultants can help you select and implement the right ERP solution for achieving this goal. Contact us below for a free consultation.
