Ride-sharing services like Uber and Lyft are not only changing the way people hail a taxi, they’re poised to upend the entire service industry. From WIFI installations to appliance repairs, people now expect an experience that allows them to track the whereabouts and estimated arrival time of their service technician, much like the way ride-sharing apps allow them to check on their driver. With up-to-date information at the customers’ fingertips, the transformative experience afforded by ride-sharing apps has given rise to a new approach to field service known as Connected Field Experience.
To deliver on this experience and optimize their field operations, service businesses will need to modernise and automate their platform and applications to include Internet of Things (IoT), robotics, and artificial intelligence.
Zero-touch automated field service
As much of their service work can now be automated, providers are becoming increasingly interested in improving their existing field service management (FSM) solution or replacing it altogether. Some service providers envision a fully automated field service that requires “zero touch.”
Indeed, with the advent of the IoT and industrial internet of things (IIoT), the possibilities for optimizing the delivery of field service work – and thus improving efficiency, productivity, and end-customer experience – have exploded. Field service providers are considering a range of automated solutions that include assets equipped with sensors that can detect problems and create detailed service tickets to zero-touch models, in which machines can repair themselves autonomously, or human technicians can service assets by voice command alone.
The infographic below illustrates the difference automation can make in the service management chain: