Service Management Technology: the value of automation

The Service Management Software market is expected to grow significantly over the next few years; with increased demand for SaaS-based solutions one of the main reasons for this growth.

What is Service Management Software?

Service Management Software (SMS) helps companies to manage how they provide services to customers. Possible functionality includes order management, dispatching technicians, capturing and storing customer information, and stock management processes. As such, it is used by service-led organisations to increase productivity and efficiency.

One of the biggest benefits of Service Management Software is that it reduces the need for paperwork. However, a criticism of some SMS solutions is that they simply take offline tasks and put them online. So, engineers and support staff still have to fill in forms and complete mundane admin, they just do it via a mobile device rather than with a pen and paper. Understandably, when it comes to saving time the benefits of this approach are minimal. But there is a smarter way.

Automation and the IIoT

The IIoT is harnessing industrial technologies, processes, physical objects, and services to create an interconnected system that monitors and shares information. And powered by cloud technology, the IIoT is making automation easier than ever before. Find out more about the IIoT.

By using software to perform mundane and repetitive tasks, processes are simplified, standardised, and streamlined. This helps to reduce the time your people spend on paperwork while upholding regulatory compliance. For example, because everything is available via the cloud, your engineers can fill in automated forms using any mobile device, with protocols established that require all fields to be submitted. This information then automatically syncs with your back office systems, in real-time, so there is no need for your support staff to duplicate this information into another system.

And, with businesses across the UK and US wasting a whopping £8.15bn a year by using different tools to manage similar services across their organisations, the impact of automation on your bottom line cannot be underestimated[1].

The benefits of automation

As well as financial savings, other benefits include:

  • Increased productivity. Standardised practices simplify execution and reduce the risk of error
  • Business growth. The automation of repetitive tasks frees up valuable personnel to focus on more business-critical responsibilities
  • Improved service. Automated processes reduce the likelihood of human error, producing a subsequent boost in service levels
  • Improved reputation. The better your service (and the more consistent), the more your business will be viewed in high regard.

Automation and preventative maintenance

While the transition from pen and paper to workflow-based software has resulted in greater levels of efficiency, what happens next is set to be truly revolutionary. Developments in machine learning and artificial intelligence are propelling advancements in automation; with more intelligent technology able to accomplish more intelligent tasks.

For example, a machine that uses sensors to predict when it needs maintenance, automatically triggers a service call, orders the parts required to fix itself, and takes itself offline for maintenance (at the best possible time) is just around the corner. From a costs perspective, this also means companies can accurately predict how long they can last before doing anything, keep everything running for longer, and eliminate service interruptions.

Automation is set to boost efficiency in many different ways; transforming organisational processes and unlocking value. Most probably in directions we can’t even begin to imagine yet. But with developments in IIoT-enabled automation now imminent, investing in the cloud and SaaS could help to prepare your business for – and capitalise on – this change.

With developments in technology happening quickly, services led companies are frequently entrusting Service Geeni to help them automate aspects of their work activity. For the right automated solution, tailored to your operation, speak to a member of our team on 01942 261 671 or email today.