Field service software and other technology developments are helping companies deliver a winning CX. According to a study conducted by WB Research for the Future Trends in Field Services report (download required), 81% of industry executives believe smart connected devices will reshape the industry in the next 5 to 10 years. By building a strong field service technology platform, companies are addressing customer experience gaps and turning strong delivery into a competitive differentiator. Service providers are increasingly looking for field service solutions that let them more efficiently manage techs in the field. A study by PriceWaterhouseCoopers revealed that 32% of customers abandon brands after one bad experience.
As new technologies like artificial intelligence (AI) transform organisations across industries, the potential business benefits are a powerful argument to help a business go through the transition. An example of this would be within the ever-evolving nature of the field service industry; companies can now schedule a technician to come and check a network fault or conduct a service call for their customers almost immediately, thanks to AI. This is worlds away from ten years ago when the only option would have been to call and talk to a dispatcher as they flicked through employee logs and schedules manually to find an available, and properly skilled, technician. And often, the right technician required to resolve the issue was generally not available for a week, or longer. For any business, seven days without a resolution is a definite failure.
That's the question many people ask when discussing implementing artificial intelligence (A.I.) in the workplace, fearing that computers will put them out of a job. Just this past September, Forrester released a report saying that 6 percent of U.S. jobs may be replaced by A.I. and bots by 2021. For employees, this may sound ominous, but it requires an explanation of what jobs, and what aspects of jobs, are evolving as a result of A.I. Companies across industries are beginning to leverage A.I. and virtual assistants to streamline communication with customers and increase productivity. The field service management industry, for example, is beginning to tap into A.I. capabilities to enhance workers' skills and improve efficiency. With A.I.-powered bots emerging as a new channel for customer service and engagement, this presents an opportunity for organizations to automate service and support for customers.
Are you giving your field service management (FSM) staff what they deserve? Safety, efficiency, productivity – it's what we all want for our field service technicians. Safer practices, real-time weather feeds, optimized routes, access to supply systems, automation. Mobility and analytics are at the heart of each of these aspirations and will continue to drive significant productivity gains, improve worker effectiveness and safety, and eliminate errors by capturing data directly from the work source, while integrating real-time data input from the cloud. How quickly you adopt mobility and new innovations into your FSM practices will define your organization's ability to stay ahead of the competition.
A case-based reasoning system was created to support customers who purchased appliances from General Electric. When a customer calls General Electric for help, a call-taker uses the system to diagnose the problem and step the customer through its solution. The system has been in use by 300 call-takers since 1999. It has resulted in a 20 percent increase in the probability the customer's problem can be solved over the phone. This has greatly improved customer satisfaction and saved GE $44.5 million between 2000 and 2005 from reduced cost of visits of field service technician to customer's homes.