Research Brief: Expanding the Capabilities of Connected Devices in Field Service with Next-Generation Technology Integrations

brought to you by WBR Insights


Connected devices are becoming more common within modern service environments. However, their potential for data creation, distribution, and applications is not being leveraged to its full potential across the market.

Internet of Things (IoT) adoption is growing, where recent data from Gartner suggests it is among the top strategic technology trends for 2020. IoT in field service creates new opportunities to boost team productivity and drive customer satisfaction. “With this data, organizations can anticipate vulnerabilities, sometimes providing service before parts break down, heading off costlier or even catastrophic failures,” Forbes reports. “There’s less time wasted all around, as service providers with a 24/7 view of equipment data can more efficiently plan, schedule, and complete on-site service, keeping businesses up and running.”

But field service teams aren’t getting the most from their data without the means of appropriately structuring it, storing, and responding to it. The real-time responses customers increasingly demand are predicated on team’s abilities to draw insights from data and coordinate a multi-faceted response.

What’s more, recent enterprise solutions that complement the use of IoT data—machine learning, robotics, artificial intelligence, edge computing, and mobile technologies for technicians—stand to transform how field service teams approach connectivity and data collection from the field. The question remains as to what degree service teams are using these technologies, and what use cases can serve as examples of their success.

Q4 2020 Field Service Report: Connecting Disparate Devices in a Single Service Environment

In this study, WBR Insights and Field Service will explore the methods that service organizations are using in order to connect their technology environment. We’ll uncover how far along they have progressed on these journeys, as well as the use-cases and future plans they hope to establish. We will benchmark and forecast their progress on next-generation technology integrations with connectivity solutions as well.


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