Every year, we take a look at the key trends shaping the field service industry. So, what’s changed over the last 12 months? And what’s stayed the same? Here are the top trends you can expect to see in 2019.
Just like last year, data remains a key business driver. And with the Internet of Things (IoT) only becoming more prevalent, an increasing number of businesses will be looking at the data they have access to and finding ways to (legally) exploit this. However, as technology advances, look out for more talk about open data and data sharing.
This information focused data could include things like:
- Video and image data (e.g. Google Open Images)
- Geospatial and environmental data
- Text data
- Transportation data
- Climate information.
The idea is that it will be able to provide organisations with access to previously unimaginable insights – as long as they have technology with the ability to connect to this open data. And the dashboards and analytics necessary to read it.
The employee experience
We talked about the customer experience (CX) in last year’s trend roundup. And, it is clear that when it comes to meeting evolving customer expectations, investing in the right technology is vital.
However, in 2019 you should also take the time to focus on the employee experience (EX). This means that service-led companies should look at what they can do to offer exceptional service to employees.
Automation, machine learning and AI
As you can imagine, while we’ve been talking about automation, machine learning and AI as key trends for a couple of years now. And we are only starting to see the possibilities when it comes to this kind of technology. There is just so much still to be imagined.
Certainly, we expect to see field service companies look at how they can capitalise on SaaS solutions with built-in automation and AI capabilities.
Mobile and flexible working
In 2019, flexible and mobile working is one of the most important benefits to British employees. And it’s easier than ever for people to work from home, with increasing home broadband speeds, mobile devices, cloud-based hosted desktops, apps and video conferencing making the transition painless for everyone involved.
At the same time, mobile technology has transformed the UK’s service sector. And, as well as helping businesses to streamline productivity and become more efficient, the latest mobile software is also revolutionising the way services are managed and delivered.
Since the introduction of the GDPR, the maximum financial penalties for non-compliance with data protection laws are now €20 million or 4% of annual revenue. So, finding ways to exploit data while maintaining compliance is a significant challenge for UK service companies.
The good news is that cloud vendors make security a priority, with a reliable, secure infrastructure in place which – more often than not – will far outstrip what most businesses would be able to build. Indeed, substantial investment is required to make an in-house solution meet the security and reliability of business-standard cloud applications.
Want to see how technology can help to improve your business for one affordable monthly payment? For more information on how our service management software can help you in 2019, contact us today for an informal chat.