Leading the Future of Field Service: Connecting Field Service Management to the Internet of Things
April 11, 2018
The future of field service management
Kevin Ashton founded the Auto-ID Center at the Massachusetts Institute of Technology, and has done pioneering work in radio-frequency identification and sensor technology.
Ashton is known for coining the term “the Internet of Things” to describe a system where the Internet is connected to the physical world via ubiquitous sensors. In 2015, he spoke at a European customer service conference and noted that field service management is the
first industry being transformed by IoT.
Some people in the industry have noted that the entire IoT concept came from trying to solve field service problems in 1999. IoT’s origin story lies in field service management. Clearly, field service management and IoT are deeply intertwined. But how are the changes being implemented? And how can you benefit from them?
4 ways to reduce costs and increase efficiency with IoT
1. Automation
Before IoT, lack of context and communication led to delays and customer frustration. Automation and IoT represent a huge breakthrough in customer service, enabling organizations to create lasting relationships.
2. Inventory management
IoT-connected devices now signal operations teams and warehouses when they need a new part. Additionally, with mobile technology and connectivity, technicians in the field can connect to the warehouse directly in real time for accurate inventory insights.
3. Reduced inspections
Devices enabled with self-diagnostic capabilities report on performance,reducing the need for in-person technician visits for inspection. When a service visit is warranted, this allows technicians to arrive with exactly what they need, without a return visit. Reduction in initial and return calls with the correct part, as well as an increase in call efficiency for needed services, enables your technicians to get more done.
4. Redefine “service”
While “Service” once meant fixing ineffective devices, IoT has enabled more proactive use of data for anticipating the needs of customers. By utilizing mobility, cloud technology, and big data to optimize predictive maintenance, service is being redefined by preemptive support.
