How can service management software give you the competitive advantage this year?

Tech experts everywhere are predicting how technology is set to shake up our world throughout 2018 and beyond. Of course, headline grabbers such as cryptocurrencies and augmented reality get most of the chatter. But, for the majority of us, it’s the increasing level of connectivity that will have the biggest impact.

What is the Internet of Things (IoT)?

The basic premise behind the IoT is a simple one. It describes a world where devices use the internet to talk to us, applications, and each other. The result is an interconnected world that better collects and shares information.

  • In 2015, there were about 15.4 billion connected devices. This number is predicted to grow to 200 billion by 2020[1]
  • In 2016, global spending on the IoT across markets was $737 billion. Total business spending on IoT solutions is predicted to reach $6 trillion by 2021[2]

For businesses that harness the power of the IOT, the advantages are enormous.

IoT and Service Management Software

Service organisations are already using technology to utilise the IOT. For example, field workers are using mobile devices to connect them to the back-office, in real-time. But just how can service management software, and the data it has access to, make you more attractive to potential customers than your competitors? And how can it make you more successful?

Access to real-time data

By removing the need for mobile workers to come into the office to share business-critical information, with service management software everything your employees need to do their jobs can be accessed remotely. For example, back-office staff can allocate engineers to a job and deploy these tasks to their devices with all the relevant information. Schedules can also be updated during the day should priorities change, with alerts sent to the appropriate engineers. Once finished, jobs can be marked as complete and synced with back-office systems instantly. This has clear benefits when it comes to productivity and efficiency.

But it’s not just employees who benefit from access to instant data sharing; customers can also be kept in the loop. With poor communication and lack of information a key factor when it comes to straining buyer relationships, we are already at the point where customers expect this level of service as standard.

Access to intelligent data

The IoT is unleashing the potential of our data, as all aspects of our lives become more and more information-driven. But it’s not the volume of data that’s important – it’s what we do with it that matters.

Service management software can be used to access real-time, tailored, and accurate information, from multiple data sources, and present this via easy to understand visual dashboards. With the ability to turn this data into insights and trends that lead to actionable improvements and innovations, how you manipulate your info is only going to become more vital when it comes to your long-term success.

For example, when deciding to take on new business, or launch a new service-line, you can use intelligent analytics to help determine the amount of time and resources that are liable to be required and establish whether you are likely to make or lose money. Service management software can also be used to diagnose and address service issues before they occur, saving time, money and making customers extremely happy.

Access to shared data

Departmental silos are still a massive problem for many businesses. And, where different departments or offices don’t share information, efficiency and productivity are both reduced. Just as damaging, a lack of communication is often at the expense of customers who have to wait longer than necessary for jobs to be completed and to be given the information they require.

With service management software, you can create a single, integrated infrastructure that leads to the simplification and standardisation of business processes. Even better, as real-time collaboration is possible; your teams work collaboratively with one another and always have access to the most up-to-date and complete information possible.

Access to accurate data

By combining insights from a range of various sources, service management software uses big data to provide a complete view. This helps to prevent duplication and rework saving you time and money. It also helps to stop customers getting frustrated and taking their valuable business elsewhere. Of course, the more accurate the data you have, the less likely it is that you will make uninformed business decisions; so service management software also helps with risk-management; protecting your reputation, and your bottom line.

Find out how we can help you unleash the power of your data to get ahead of the competition.


[1] Intel

[2] Business Insider