Entering the Age of Field Service Automation
Automation is a huge deal in global industry right now and many companies the world over are seeking to discover methods of handing overly complex or even dangerous work over to robots and/or algorithms.
Of course, the field service business is nearly always in the vanguard of such developments needed to, as a function of its very existence, stay abreast of the latest innovations in industrial technology. Not only can automation make field service work more efficient and effective than ever before, but the associated technologies can serve a secondary function – namely to make the industry more attractive to tech savvy youngsters considering their career paths.
With that in mind, let’s dive in an go a little more in depth on the multiple ways automation technology can be of benefit to the field service industry.
Automation
When we think of automation in field service, our minds are naturally drawn to the technologies which make predictive maintenance possible – Internet of Things enabled sensors built into machines which can detect developing faults and alert field service technicians to address them before they result in large scale and costly shutdowns.
However, there are many other ways automation technology can work to make field service a more agile and efficient industry.
Increased data visibility means field service providers can, not only make sure technicians and dispatchers have access to the right information to deliver their roles effectively, but also enables teams to develop a 360-degree view of the customer and operate within a single platform. This means field service providers can communicate with customers and actually assist them with their business decisions.
Automated scheduling makes sure technicians are given the most optimal routes possible to achieve the most productive day they can. Not only this but, when those last-minute emergency jobs inevitably come in, automation technology can choose the best positioned technician to attend the job with minimal disruption to their existing schedule.
This transparency of data is also reflected in better employee and customer experiences in the contact center sector of the business.
"We wanted to bring automation to the field to optimize scheduling and ensure the right person is assigned to the job," said Chief Technology Officer at Mobile Technologies Inc., Travis Hooper. "Automation helped us decrease manual scheduling by 79%. Now, about 84% of our resources are assigned with automated scheduling. We know better employee experiences lead to better customer experiences. Now that our service agents work off of a single source of truth, we’ve seen queue times drop 21%, which is an incredible improvement and dramatically improves the level of service to our customers."
A New Generation
We know from experience that GenZ and the younger end of the millennial generations love technology and are keen to explore career paths which make the most of the latest developments in this area.
Field service brands have an issue when it comes to attracting young people into the business and desperately needs to find ways to do so. Many members of the Baby Boomer generation have now hit retirement age and field service needs to make sure the roles they are vacating are filled by engaged and enthused young people for the long-term health of the industry.
The application of advanced automation technology will, not only show the field service business is a progressive and forward-thinking industry, but will also serve to shed some of the image it has as a dirty and tough job – made for hardened blue-collar workers, not young people with a penchant for tech.
"What happens when the smartphone-dependent Gen Z enters the maintenance community and interacts with Baby Boomers, Gen X, and [Millennials]?" asks Rachel Freeman in an article where she describes her perspective as a "GenZ technoholic" navigating the multi-generational maintenance workforce. "Gen Z learns best with technology, and they are going to want and need it if they decide to enter the maintenance space. Technology has the ability to improve maintenance operations by delivering better data and establishing efficient processes."
Final Thoughts
Automation has the power to, not only make field service a more agile and proactive industry, but also make the business more attractive to a younger generation of potential technicians.
Customers will be drawn to field service providers which are able to offer the levels of service which become possible with the application of automation technology and young people starting out in their careers will likely view the use of that same tech as a reason to consider field service work as a serious option.
It’s a solution where everyone benefits.
Automation is set to be a hot topic at Field Service Hilton Head 2022, taking place in August at the Marriott Hilton Head Resort & Spa, SC.
Download the agenda today for more information and insights.