Field service organizations (FSOs) have traditionally followed one of three workflows: installation, maintenance, and breakfix or repair appointments. Of these appointments, break-fix can be very costly to the company. In addition to the cost of rolling trucks for repair appointments, technicians often have to perform initial diagnostics only to find that additional follow-ups are needed to complete the repairs. Customers, in turn, experience downtime and become frustrated when the repairs are not completed during these first calls. The solution is to implement a system for connected field services.

Because customer satisfaction and technician productivity are at the center of any successful FSO, firms can start to impact both areas by taking advantage of smart, internet-ready devices that can detect and diagnose issues, integrating with field
service management (FSM) software to automatically initiate troubleshooting and, when needed, create work orders to schedule technician follow-ups.

Leveraging this connected field service model allows companies to monitor equipment remotely, troubleshoot and self-heal distressed devices, and ensure repairs are made before downtime occurs. This eBook presents you with the opportunity to assess whether your organization is ready to get started with connected field service.

To help illustrate connected field service, let us look at three levels of implementing a practical example. An FSO installs a sensor on a heating unit at a client site. Then, the sensor sends information about the equipment to the Cloud where anomalies are detected and flagged automatically.

Basic connected field service

If the heating unit starts running too hot, for example, an alert is sent to the field service management system, and a technician is automatically scheduled and dispatched to investigate without any human initiation. This technician is dispatched before the client even knows there is a problem.

Advanced connected field service:

This time, when the heating unit gets too hot and the alert is sent, instead of  immediately dispatching a technician, the field service management system sends
a command back to the device, instructing it to perform a restart to see if that fixes the problem. The field service management system then waits to see if another “high
temperature” alert is received. If the restart did not work, then a work order is automatically created and a technician is scheduled and dispatched.

Expert connected field service:

At the expert level, the field service management system tries multiple ways to attempt more detailed troubleshooting. This technique exhausts all automated options for
fixing the distressed equipment before a technician is scheduled.

Connected field service, at any level, provides many advantages.

For example, it:
● Improves customer satisfaction with reduced downtime.
● Predicts and proactively prevents breakdowns.
● Addresses issues faster by monitoring devices remotely.
● Automatically determines and schedules resources when field technicians are needed.
● Provides a central view for product usage, issues, and repair history.
● Reduces costs by dispatching the right technician only when needed.
● Identifies under-performing or faulty equipment.
● Allows preventative maintenance on consumption versus fixed schedule.
● Improves first-time fix rates.

Connected field service combines the Cloud, Internet of Things (IoT) technology, and sensors with the power of a robust field service management solution. This model redefines how companies think about service.

This system is relatively simple to set up, ends up saving you money, and can be implemented in stages as your organization becomes more comfortable using it. Connected field service will help your FSO achieve higher customer satisfaction and higher first time fix rates as well as increase technician productivity. It can even help your business create new revenue streams focused on service.

Learn more about if your company is ready for connected field service, download our whitepaper, “Are you ready for connected field service?”