• Jenny Coetzee

5 ways to know you are ready for connected field service.

The future of field service is here. Are you ready to take the next step?


Normally, when a piece of equipment malfunctions the customer calls, you dispatch a technician to the site to perform diagnostic tests. If you're lucky, all the necessary components are with the technician, and the repair is easy. But what if the repairs require extra equipment or follow-up? This costs you time, money, and mileage, and your customer won't be delighted about the extra downtime.


Now, what if …


The equipment had a sensor system that alerted you to an issue before the customer even noticed it. It performs basic diagnostics and troubleshooting on its own to detect specific problems and rule out—or even fix—the most basic issues. Either you save your technicians a trip or the device gives you information about the problem and creates a work order for you. Your field service technician is automatically assigned and briefed on the issue, the equipment history, and important customer details. Your company will appear proactive and highly professional when the technician arrives with all of the necessary equipment. The customer is impressed and happy with the reduced downtime. And you have transformed your field service function from break/fix to smart solutions that keep systems online at a lower cost.


Going beyond typical break/fix field service ops


This is not the future. It is called connected field service. Connected field service combines sensors, the cloud, and the Internet of Things (IoT) technology with a robust field service management solution. Sensors and systems can be fairly basic or highly sophisticated, depending on your needs.


Here is how it works: The field service management system receives a warning from the cloud-connected sensor. When an error is discovered, the machine takes action. A basic connected field service system can schedule and dispatch a technician automatically. A more advanced setup performs additional diagnostics or takes specific actions—performing a restart or going through more detailed troubleshooting—before generating a work order.


Five ways to know if it is right for your company.


We have identified key indicators for when a company is ready to take their field service organization to the next level with connected field service:

  1. You are already using a field service management tool successfully.

  2. You want your technicians to move beyond break/fix.

  3. There is an appetite for technology adoption across the business.

  4. You want (and need) to improve KPIs (key performance indicators).

  5. You are thinking about how to create new revenue streams.

Both scalable and simple to start


Connected field service is not hard to set up. You and your clients will immediately enjoy the rewards. Start with a simplified configuration and add-on services as your company adapts and expands if you just want to dip your toe in the water. Then start thinking about where else this technology can take you, such as growing your business through adopting a more service-centric delivery model.


Customers all over the world have already installed connected field service. Costs are being reduced, technician productivity is up, customer satisfaction is up, first-time repair rates are up, and KPIs are improving.


Is it time for your organization to make the shift from a break/fix repair model to a never-fail service model? Contact us to set up a quick consultation session to see how we can help your business accelerate your digital transformation journey.

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