Field Service Management and the IoT

We’ve been hearing about how the Internet of Things (IOT) will change the way field service management companies do business for some time now.

The basic premise behind the IoT is an easy one. It describes a world where devices – connected over the internet – talk to us, applications, and each other. And, these connected devices will lead to cost savings, new revenue streams, and enhanced productivity. Furthermore, with the latest developments in machine learning, artificial intelligence, big data, and virtual reality, there is little doubt that the IoT is here.

But what are some of the main benefits of the IoT to field service management companies?

Smarter automation

The next generation of sensors are going to revolutionise the field service industry. For example, just imagine a situation where:

  • A ticket is generated automatically
  • This ticket generates a work task
  • The job is scheduled based on the type of work required and the resources available.

And all this happens without any human involvement.

Increased visibility

Visibility is essential to operational success. Because without it, operational decisions are delayed and uninformed and inefficiencies increased. So, one of the most exciting capabilities that the IoT is that it will increase visibility across all parts of a business.

Increased efficiency

Another benefit of the IoT is that it will enable the delivery of more proactive service. One that allows for the resolution of issues even before they happen.

For example, imagine a machine that predicts when it needs maintenance, automatically orders the parts required to fix itself, AND knows the best time to be taken offline for maintenance. Compellingly, companies will also be able to use IoT-enabled tools to accurately predict how long to wait before doing anything. This will keep everything running for longer and save on replacement costs.

Decreased costs

The bringing together of operational and informational technology can generate savings of up to 12% over scheduled repairs, leading to a 30% reduction in maintenance costs and a 70% cut in downtime from equipment breakdowns.[1]

Happier customers

Increased visibility and efficiency benefit the customer. What’s more, with predictive field service management and maintenance, organisations will be able to provide more seamless support. Without the customer having to do anything. And, with access to more detailed usage data, field service organisations will get a better understanding of their customers. This will allow them to develop services that better meet their customers’ current and future needs.

Happier employees

The IoT will not only increase customer satisfaction, but it will also positively impact employee job satisfaction. For example, when free from the burden of dull, repetitive tasks, employees will be free to solve meaningful problems. And they will have access to all the rich data they need to do this. Crucially, with fewer customer complaints and increased productivity, employee wellbeing will also increase.

Improved quality

Tools have been developed that can automatically identify failures and the potential for failure. This will help manufacturers to create better products and make speedier fixes. These enabled insights also allow businesses to predict the cost risk and performance of assets. And, by acting on this information, companies can react faster to faults, and bring better products to the market.

In conclusion

Field service management companies will see enormous benefits due to the IoT. But it is not without challenges. Not least because, legacy systems and architectures cause headaches for most IT departments when trying to shift to the IoT. In response, consider using a cloud-based service management solution to make IoT improvements to your organisation. Because any field service company that fails to adapt to our new IoT reality is unlikely to succeed in the long term.

Want to see how our cloud-enabled technology can help to improve your business for one affordable monthly payment? Contact us today for an informal chat.

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[1] https://www.accenture.com/us-en/insight-industrial-internet-of-things