In today’s new business climate, investing in field service technology has never been brighter. The latest tech stacks can offer an outstanding return on investment, from boosting sales to understanding analytics in the field. In addition, they enable field service organizations to improve case management, responsiveness on-site, and customer service.
Case Management and Dispatch Systems
As technology makes customer service ever more efficient, customer expectations are rising. Businesses are reaping the benefit of technological transformations that increase the speed and quality of customer service. Using field service software to manage systems is important in bolstering customer satisfaction. A service-level agreement (SLA) that quickly goes from response time to resolution time benefits in a myriad of ways. Yet, this SLA trend extends pressure on front-end platforms. Using field service software solutions for automation can help offset gross margins and make dispatch systems more responsive with faster service and resolution times.
Mobile Field Service Software
Mobile and video technology are also essential to improve productivity and accuracy in business. Leveraging these tools can offer a solid return on investment in technology stacks for use in field service. The advantage of mobility tools is that field service technicians have real-time access to current and historical information necessary for repair rates and future sales. Field service technologies also offer a history of service for each customer that technicians can review on-site.
Internet of Things (IoT)
Using and monetizing an IoT platform, a suite of technology tools that streamlines managing data, leads to fewer delivery costs and greater business outcomes. In addition, connected products’ ever-evolving capabilities provide more value than physical products.
Consumption Analytics and Adoption
Analytics and adoption tools that measure, monitor, and monetize consumer uses increase field service technicians’ capacity. Consumption modeling in technology breeds efficiency in the field. Making investments in field service technology streamlines processes and eliminates unneeded services. Mobility tools provide field service technicians with resources that boost sales activities. Technology stacks that use these tools help field service teams understand what is happening in the field and with customer accounts.
Recommendations
Investing in field service technologies has never been a better idea. Meeting customer service expectations and gaining a clearer understanding of consumption analytics are ways tech stacks can improve your organization’s reach and bottom line. In addition, benchmarking your technology footprint is crucial to staying on top of the competition, and technology can help field service managers meet demand and run more efficient dispatch systems. The time for leveraging tech for field service has never been better, from available tech stacks to consumption analytics capabilities to features that facilitate improved customer deliverables.
Resource:
Vele Galovski and John Ragsdale, 2018 Field Services Technology Stack: Automation Is Critical to Boosting Productivity and Increasing Revenue, TSIA.