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10 Ways Service and Support Will Change by 2020

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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.

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Field Service Management  Software

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Artificial Intelligence is Transforming Sales In Surprising Ways

Artificial Intelligence - Field Force Management

Artificial Intelligence is Transforming Sales, Big businesses and the small ones have all entered the fray when it comes to Artificial Intelligence. The technology is bringing in paradigm shifts to the way businesses are run all over the world. From developing neural networks to cognitive recognition, to changing the mainstream business landscape, AI is truly revolutionizing all areas of human experience. The field service management space is no exception to the effects of AI. Businesses are keeping track of their on-field workers through powerful software solutions, and are leveraging AI to make smart decisions about aspects such as the travel route for a service professional, the right time to contact a customer, etc.

Artificial Intelligence - Field Force Management

Humans are embracing bots as their colleagues and peers. Bots are being made human-friendly and workplace-friendly so that the technology of AI can gel up in the companies and lead to major advancements thereafter. The sales process has witnessed a major impact of the outbreak of bots on websites, chat applications and every other communication pipeline that was restricted to humans.

 

About 23% of businesses already had undertaken an AI pilot project in 2017. This is the rate of adoption businesses are creating. IBM Watson is the most significant and critical example of the power Artificial Intelligence holds. The software built and birthed from AI has the potential to transform several areas of business management, medicine, data analytics, etc., and Watson is rightly indulged in doing these and more.

 

From digging out gold from humongous amounts of data- that no human could have imagined doing, to completely bringing in automation of sales processes through bots, and ML programs, AI is already significant to kickstarting the new-age sales process for any business.

 

AI Is Making A Difference to Sales Operations – Here’s How

  • Data is The Key – With AI at the steering wheel for driving Sales, data becomes the wheels on the ground. Without the right quality and amount of data, every Artificial Intelligence strategy comes to a standstill. A lot of data goes into teaching machines what decisions can be churned out of the data. The more data a company has, and the more relevant the data, the higher is the learning capabilities of their neural engines. These neural engines, when fed with the right data, spew the right insights. And here companies get their gold from their data. Sales operations include predictions of outcomes. Replacing the second-guessing altogether, AI is now leading sales reps to know the almost exact outcome of their sales processes even before a step has been taken towards implementation.
  • Fathom the Customer’s Behavior – With actionable data at the center of each AI strategy, companies are now predicting their customers’ feelings and tracking their behavior throughout the internet. These places can be social media platforms, forums, discussion threads, etc. Businesses are trying to read the nerve of their customers and leveraging deep learning algorithms for the same. Driven by advanced neural networks, these algorithms analyze information from voice commands given over a smartphone, photos and videos uploaded on the social networks, and the search engine requests. These algorithms have evolved quite a bit now and are helping sales reps learn about each and every move their users could make. They can, therefore, also reveal, the possibility of you purchasing a product or a service. Voila, this is what sales reps wanted all the while!
  • Sales Automation – Chatbots are getting programmed to reach the sales goals. They are here to automate the sales process and make it efficient and effective. ML bots go beyond the regular ones, to not only think of the right response for the customer but also base it on a vast expanse of data that the customer revealed somewhere on the internet. AI-enabled bots are reaching millions of customers all over the world, looking out for the right ones to contact for selling, and writing follow-up contact messages and emails. Bots are literally pacifying every use we humans had in the sales process. Saving employees’ time by almost 90 percent and leveling up the efficiency factors, these AI-backed processes are making sales reps more productive than ever before.
  • Helping Build Customer Experiences – Customer experiences are defining the winning or losing stakes for businesses. Driving user engagement across all channels of communication has become a precursor to selling them stuff. For a smarter and more efficient lead-generation process, machine intelligence can back sales reps up. By identifying the pain points of the customer, an AI-backed algorithm can create a comprehensive strategy for the sales reps, identifying the problems the customer may be facing. This analysis will also lead to a personalized experience for all customers. The right time of the day to talk to each customer can also be determined when the process has become smarter. Recent research has revealed that about 70% of customers are willing to pay a premium price for a brand that has a reputation for offering exceptional customer services. With the massive amount of data and AI’s processing capabilities, no dream is large enough for sales reps.
  • Digital TransformationCRM adoptions rates have skyrocketed, thanks to AI. With this, there is an extensive need to bring in high-grade large-volume data that is relevant to the business. The most recommended place to store this data is a CRM software. With businesses moving towards digital transformation, there is a rapid increase in the adoption rate of CRM software. Businesses both large and small leverage these software solutions to streamline their business processes and reap benefits of AI. But, things need to get a bit honest with the use of CRM software. According to numbers, 88% of CRM users confess entering partial information into their systems. Data is what AI feeds on. When the data is incomplete, there is nothing that the system can do to bring exceptional results. But, digital transformation is the wave engulfing all, and the complete revamp of businesses in all industries is not a far-away reality!

AI in Field Service Transformation

 

FieldEZ is a leading software for field service management that leverages AI and makes job scheduling, attendance tracking, and route optimization tasks easier. With the right field service management software, businesses are keeping a tab on their remote workforce and enhancing their efficiency levels to the maximum.

Job dispatch, job scheduling, training, and predictive maintenance were never this easy. Leverage the power of AI through a leading field service management software– FieldEZ!

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Unconventional Ways Artificial Intelligence Drives Business Value

Field service management companies are in a frenzy looking out for ways Artificial Intelligence

Artificial Intelligence can be seen as the focal point of the evolution of machines. Machine today are learning to perform reasoning and thinking, some aspects that were only previously associated with humans. Businesses in all major industries have started building from the ground up, their AI strategies. According to fresh studies, by 2020, about 57% of businesses will have to know what their buyers need before they even tell them. This should compel businesses today to invest in AI. Buyers of tomorrow will need predictive system capabilities that reduce their part of the job.

 

There are scores of ways in which Artificial Intelligence is driving the businesses of today. Customers demand to get quality and expectation-exceeding services from all their providers, and companies continuously strive to achieve a balance between customer convenience and data security.

 

In the field service management space, there is an inevitable need to bet on AI to boost customer satisfaction. Field service management companies are in a frenzy looking out for ways Artificial Intelligence technology can be employed to make their processes efficient and their services productive.

 

 Field service management companies are in a frenzy looking out for ways Artificial Intelligence

Leveraging Artificial Intelligence in Businesses – The Benefits in Field Service Management

 

  • Customer Experience Transformation – When a field service management software leverages AI to perform customer interaction and communications, the customers are left in a state of awe. These days, companies are experimenting with their AI strategies, and in one such use case, companies can track the voice of their customers as they place service calls, and feed that into an AI system. Thereafter, when the same customer calls, they will not have to provide their identity. Their voice will become their identity, and the AI-enabled customer service software will be able to recognize them and address them by their names, without the customer having to as much as introducing herself. If this is not customer experience transformation, what is?

 

  • Training and Knowledge Management – In the area of field service management, AI can be used for managing the training of technicians. When technicians conduct a service with high performance, the details, or the video recordings can be fed to an AI-enabled application, which can take out the parts of the service that were truly exceptional. This knowledge and the insights can be used for training purposes. When in a customer service call, a sales rep performs exceptionally well, the call can be used to conduct the training sessions for other reps, so they know what it takes to deliver excellent services. Through effective knowledge management, field service companies can build a better workforce.

 

  • Job Scheduling – In a job scheduling software for a field service management business, it is important to dispatch the right talent to the right task. An intelligent system can help businesses classify and segment their resources on the basis of their technical expertise. Using this classification, the AI system can then recommend which technician will perform a particular job in the best manner. Talent management and job scheduling become easier with the AI technology. Not just this, job scheduling also takes into account the customers’ preferences of day and time. According to past data, an AI system can suggest the best service time for each customer, leading a business to deliver better and customized services according to the customer preferences. A field service management software that handles all these aspects in an intelligent manner can become a massive asset for a field service management company.

 

  • Mobile Attendance Tracking – With an AI-enabled attendance and leave system, field service managers can know when their technicians are most probable to skip work. This prior knowledge can save a field service management business from running out of technicians, as managers will work to ensure there are enough heads on the team on any given day. Staffing and recruiting processes can also be streamlined through the effective use of AI in tracking the attendance of service professionals. By integrating a mobile attendance tracking software with a service dispatch software, a system can be built that handles the need of technicians on any day without any human intervention. Field service managers will have to worry less about the technicians who have arrived or haven’t shown up, and they will have to worry less about who replace the technicians who couldn’t make it to work.

 

  • Mobile Inventory Management – In the field service management space, inventory management is a crucial piece of the business’ puzzle. When the right parts for servicing are not available, field services get delayed, resulting in an unsatisfied customer. With Artificial intelligence, requirement predictions can be made, helping field service managers fill in their inventories effectively. Proper inventory management may lead to better business revenues and enhanced customer satisfaction. Mobile inventory management is, thus, a crucial part of field service management.

 

The field service management industry is getting better at leveraging Artificial Intelligence for its immense benefits. And, some companies are offering Field Service Management software that are already integrated with the best technologies, including AI.

 

 

FieldEZ – Field Service Management Offerings

 

FieldEZ’s Service Management offering that is AI-based helps companies around the world streamline their business processes and enable their technicians to work in an efficient manner. Predictive maintenance is no longer a thing of the future. They are here in the now, integrated into our Field Service Management software.

 

We are the partners you were looking for to excel in your field service management business operations.