How Augmented Reality will Change the Field Service Industry

Augmented Reality

Augmented Reality

The speed at which technology is advancing to help individuals and businesses is rapidly increasing. Many edgy technologies are making their way into the mainstream environment. This is mainly true in the field service management industry. Today, field service organizations seek to increase their operational efficiency through technologies such as augmented reality (AR) field service and SaaS. According to a recent prediction by Goldman Sachs, AR and Virtual Reality (VR) will turn into a USD 80 billion market by 2025.


In addition to this, there is a huge value proposition in integrating AR with Artifical Intelligence, Robotics, and Machine Learning. With AR support, manual services like small repair works can be delivered to a customer by a technician remotely, without having to visit the client’s residence or company.

The Impact of  Augmented Reality (AR) on the Field Service Industry

There are several more ways in which AR is changing the field service industry, let’s take a look:

Increased Efficiency: Everything from training and repairing modules to sensor information can be uploaded to the technician’s AR glasses. This will guide the technician through the process and also allow him to look inside the device and gain temperature, sensor, and pressure data. This will allow the technician to visually inspect the device without physically interacting with it. Moreover, this will also help in the elimination of distractions and the need to look through manuals for hours. The result is gained efficiently, which translates into cost savings and satisfied customers.


Follow Complex Procedures Easily: Integrating AR with field service management software will help technicians to instantly access the service manuals containing interactive 3D animations to deal with any unfamiliar equipment. Though the technology is not here yet, AR will allow field service technicians to follow difficult instructions without having to constantly refer to tablets or smartphones. AR allows the graphical information to be displayed over a physical environment, which makes it a lot easier for the technician to understand what they need to do to complete a specific step.


Improved Service Delivery: Artificial Intelligence will affect field service by providing a digital experience that will offer both assisted and self-service interactions. AR will help in giving customers a reason to buy and use the services by offering them an immersive experience that can help build a connection and brand recognition by conveying your services in a VR environment.


Assist Customers: Field service technicians and customer service representatives will be able to virtually guide customers through maintenance or repair procedures. For minor repairs and service calls, a field technician may take a virtual tour to help the customers fix simple problems. This can also be clubbed with AI when a user error is involved and a virtual assistant can pinpoint at what the customer needs to do to get things back in working condition. This way the service is instant and easy.


Confirm Product Information: There is field data collection software that collects data from connected devices like MRI machines and HVAC unit. This software manages the information with AR-accessible tech and enable technicians to predict how many of service hours a device has left before it needs to be replaced. In addition to this, AR can also help the service team to confirm device details like parts number, the model and generation, and how it responds to environmental factors.


Train New Technicians: Given the current issue the field service industry is facing due to aging and retiring workforce, this will be one of the most important uses of AR in the field service management industry. Hiring novice technicians and training them on-the-job will become much easier with AR implementation. Moreover, in today’s gig economy, mobile workforce management software integrated with AR can help in hiring labor remotely and the technicians can be assisted with a repair sequence featuring a series of 3D technical illustrations, guiding them on how to solve the problem. Though there can be situations where senior technicians need to assist, if the experienced personnel can deliver assistance remotely, the service organization can free up labor more efficiently.


Improved Data Analysis: Augmented Reality with AI can help service organizations and technicians make better service decision through an improved analysis of data collected from customer contact and field data collection software. This means that companies can do more and gain deeper insights with the customer data that has been accumulated. This improved data analysis can help to determine which locations prefer AR to in-person house calls.


Visual Information: Augmented Reality can deliver multimedia content to reach different types of learners that make it a useful tool for a variety of user base. The majority of the population are visual learners and need to see what they are learning. AR devices on tablets will provide the representation that will help users understand and retain information. Approximately 30% of the users are verbal learners and can be immensely benefitted with AR technology. AR-enabled devices will help users put their hands on the device and thus take training and deploy their knowledge in the field service tasks.


In addition to these, AR can power field service for a range of products from complex industrial equipment like turbines to customer-level products like appliances. It is clear that AR has the potential to make the field service environment more effective, efficient and safer place to work. These types of technological advancements will only help the field service industry to continue moving forward to fulfill their aim at improving customer satisfaction.

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10 Ways Service and Support Will Change by 2020

field service management support services

The past years have proved to be an exciting and transformative period for the service and support industry. Similar to every other industry, customer experience has prevailed and will continue to in the future as the ultimate differentiator that will drive innovation at a rapid speed. Service providing organizations, globally, are increasingly using field services as a means to please customers.

field service management support services

The Internet of Things, Augmented Reality, and Wearables are said to be altering every industry for quite some time now. The integration of these technologies into the field service domain will lead to revolutionary innovations. It has been predicted that the number of connected devices or things will reach 50 billion by 2020.

Such rapid rise in the IoT Technology will only lead to businesses increasing their adoption rate and leveraging technology in all possible aspects of the business.


Field Service Transformation Predictions

Below are 10 ways the service and support industry is bound to change by 2020:

Artificial Intelligence: Siri, Alexa, and Cortana are examples of digital assistants that are available today. By 2020, 40% of business transactions will be enabled by cognitive/AI personal shoppers reported a recent survey. Face-to-face conversations and telephonic conversations will become the least-used channels in the next five years. Nevertheless, humans will always be needed. However, their role will change. AI will take care of the basic customer care, while humans will remain indispensable for more advanced forms of advice. 


 Autonomous Vehicles: Although GPS, collision avoidance and related technologies are already available in the latest vehicles, self-driving cars could spend travel time more productively. According to a latest prediction, around 20 million autonomous cars will be on the road by 2025. Prominent organizations like Tesla are leading the way in making autonomous cars a reality.


Drones: Leveraging the drone technology will take the human component out of dangerous service scenarios. It can create a paradigm shift in the field service delivered to areas like construction sites, oil and gas management, telecom industry, etc. Drones can help get an aerial view of sites, plants, pipelines, and disaster areas, etc. Also surveying the land for thermal activity will become easy. Moreover, drones can be used to convey parts and tools from service site whenever needed.


Internet of Things: IoT is having a profound impact on not just every technology-driven industry, but also the daily lives of people across the globe. IoT and the real-time connectivity it offers has led to a massive increase in customer expectations for instant support. This, in turn, has elevated customer demands impacting the field service industry greatly.


Smart Uniforms: Recently Google in association with Levi’s created a smart jacket, which allows the user to connect to and control their smartphones by using the cuff like a touchscreen. This technology, when implemented in the field service industry is bound to be revolutionary. These smart uniforms feature conductive fibers and embedded sensors that can already monitor heart rate, breathing rate, sleeping patterns, calories burned, the intensity of activity, temperature, posture, and muscle movement. A technician wearing these uniforms can read temperature and other environmental factors and easily gauge what might be causing a system problem. Smart hats are already being used in trucking and mining industries. Some can detect signs of fatigue and send alerts to those in risky situations or operate sensitive machinery, while others can detect when the user isn’t moving optimally. Also, Smart gloves could provide feedback to technicians as they make repairs.


Augmented Reality-enabled Wearables: The era of augmented reality is not just a fad anymore as organizations are increasingly implementing AR into their services. A recent report by ABI Research predicts that 21 million AR units will be shipped by 2020. The field service industry stands to benefit greatly from AR. AR-enabled wearables like headsets will help technicians to gather all the information they need for an installation or repair. In addition, clubbing AR with field service management software would connect on-site technicians with more experienced engineers who can supervise and troubleshoot more difficult technical issues.


Robots: A recent report by Gartner predicted that by 2020, an average person will have had more conversations with robots than with their family. In the service and support industry, robots can replace humans to perform jobs efficiently and productively at a faster rate. Integrating field data collection software into robots will make things easier and efficient for the support and service industry as it will offer accurate data.


3D Printing: With this technology now available at a reasonable price, field service organizations can use them to streamline repairs in the field. Rather than order and wait for a part to arrive, the technician could print the parts on demand using a 3D printer installed in the service fan.


Social Media: In today’s mobile-first economy, customers are more connected than ever. They are quick to post reviews about poor experiences or complain directly via messaging apps. The future promises to reduce the barriers to enter a complaint as the functionality of social media evolves. Additionally, increased connectivity translates to greater volumes of inquiries and a growing burden on the customer service teams. How brands address this challenge will be critical in determining the success of their services.


The Gig Economy: The gig economy is a movement that could revolutionize the whole field service management industry. The digital technologies underpinning the gig economy like IoT can help workers become entrepreneurs who will have the freedom to dictate their work on their terms with the help of mobile workforce management software. Skilled workers who have experience in certain sectors can either make extra money in their free time or they can use gig economy as their sole source of income. Leading companies like Uber and Airbnb have laid the blueprint for the other industries to follow. By leveraging independent workers in the gig economy, organizations can help deliver the real-time service that customers now demand.


FieldEZ Embraces All Things Latest

FieldEz offers a field service management software that leverages all latest technologies and introduces automation to your field service management operations. With our software and platform, you automate location, tracking, attendance recording, service dispatch, training, and all other aspects of field service management necessary for you to execute critical service operations.


Field Service Management  Software

Field Sales Management Software

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Which Trends are Shaping the Future of Field Service Management?

Field Service Management - FieldEZ

Through state-of-the-art field service management software, companies have begun managing their on-field personnel with ease and efficiency. In this world where we have more and more choices for products and services, customer service plays an important role. According to a recent survey, about 97% customers revealed that the customer service was an integral aspect of their loyalty towards a brand.

Field Service

Another study confirmed the fact stated above, revealing that about 64% customers have switched their service providers in at least one industry, owing to poor customer service. Field Service Management software improve on-field workers’ efficiencies, productivity, and expertise, the direct impact of which can be felt by the customer.


With a service maintenance software, companies can tackle service requests even before they are made. Latest technologies and trends play a vital role here when exceptional customer service is concerned.


The future of Field Service Management points us to the extensive yet balanced use of technologies and customer-facing processes that will improve customer-centricity and thereby enhance the end-users’ experiences.


The Trends At the Focal of Change in Field Service Management

Customer Experience – All the major advancements in the leading businesses today revolve around the sole idea of improving the customers’ experiences through excellent customer service. Field Service organizations that employ services management software aim to make their processes transparent allowing customers higher visibility into their service methods. Businesses are trying to notify customers when their field services are due so that customers can reschedule through emails, text messages, or chat messages if need be. Another possible provision to enhance transparency in field service processes is to allow customers to track the location of the field service agent on the scheduled day of service so they can estimate the exact time when the service agent is expected to arrive. About 73% of customers believe that the most important thing a company can take care of to provide good customer service is the customer’s time.


Operational Productivity – Technologies in the field service management space make it possible for field service providers to improve their on-site efficiencies through AI and ML-enabled applications integrated into their field service management software. Predictions of an impending field service requirements can be made through the effective use of data, and service scheduling decisions can be left to the software for better predictions. In a similar way, other technologies like AR, IoT, and mobile technologies are being employed by field service companies in a bid to do a lot with less!


Operational Agility – We are in the booming zone of the Gig Economy, where on-demand services are offered by organizations. Operational agility or flexibility in the business will enable field service companies to scale up and down as and when the demand does. Even if the services are effectively being provided by a third-party, businesses can better manage the personnel and workmen when they have contracted another business in the wake of a high demand.


Data reigns supreme – Customers compare their field service experiences to those they get from Amazon, Flipkart, etc. That said, there is a rising need for personalized brand experiences and engagements in the field service management space. Customer data flows in from a variety of channels today such as- email, social media, mobile phones, etc., and companies need to create a holistic analysis of each customer’s data by creating a complete view of the customer’s experiences across channels. When the data is properly analyzed and decisions for marketing, sales, and communications are based on it, customer services will see a rapid growth. Since customers today expect their communications and experiences to be personalized, data becomes focal to fathom the customer’s behavior patterns and customize their experience accordingly.


Mobility – Mobile is the key to field service as the number of connected mobile devices is expected to witness a 100% increase to about 50 billion by 2020 from what it was in 2015. Field service organization that will stay ahead of the mobility curve will pull ahead of those who won’t. More than 62 percent of field service leaders today, leverage an enterprise BYOD strategy in their companies. Not just mobile phones, but wearables will also gain a deeper adoption this year, becoming another mobility aspect that field service management companies will have to cater to. Augmented Reality glasses will improve on-site field service agents’ efficiency and will make training processes easier.


About 92 percent of field service executives feel the need for adapting the service models to customers’ needs. When field service software solutions have embraced all the trends mentioned above and have become tech-savvy, to say the least, field services will be transformed forever.