Editor’s Note: This post was originally published on May 4, 2017, and updated for accuracy and comprehensiveness.
In the future, instead of calling a field service center, logging the call, and issuing a work order, you’ll open an app, make a request, and a technician will be at your door in 30 minutes. And while seeing the driver’s GPS positioning on the app, you’ll know exactly when they will arrive. With field service jobs having the potential for Uber-like matchmaking, it’s likely no longer a matter if this technology becomes available. Instead, it’s a matter of when and how the uberization of field service operations will happen.
Uberization of Field Service
Imagine your field service technicians operating like Uber drivers. They’d be screened, vetted, trained, equipped with an app, and on-call as customers’ needs arise. For example, you’re a landscaping and tree-removal specialist, and one of your customers loses a tree in a storm. It’s in their driveway, and they can’t get the car out of the garage. They need a technician immediately so they will call you.
Once your call center verifies the customer’s address, your dispatcher would use a platform – similar to the Gomocha FMP360 – to alert properly trained field technicians of the location, and they’d use their app to respond to the request.
In our on-demand economy, taking this scenario one step further and weaving the customer into the formula for success is easy. For example, customers equipped with the app could use it to signal a problem with the tree, and the app would automatically identify the precise location. That information would automatically communicate to the platform, and a service request would be “broadcast” to all service technicians with the app who are available to respond.
In such a scenario, customers review and rate the technician’s efficiency and professionalism once the work is complete. In addition, technicians can immediately and thoroughly provide job details and descriptions – automatically sent to the platform.
Changing Field Service Business Models
At the heart of uberization is that technology allows you to track orders, services, locations, delivery, ratings – and much more! – by using your smartphone. That is the fundamental promise of uberization.
Moving toward an operating environment in which an uberization model is possible, structured on a flexible and configurable platform that can eventually facilitate an uberization delivery system, is a smart move. Once you’re with a provider on the cutting edge of technology, you’ll experience fewer sleepless nights. Regardless of whether you ultimately move to an uberization business model or remain in a digital environment that offers more-traditional customer-focused service delivery.
An Uberization Business Model Improves Efficiency
While writing about an Uberized field service model may be premature, we’re preparing for its eventual adoption. At Gomocha, we create operating environments where “win-win-win” scenarios are commonplace. To learn about the win-win-win plans, we currently offer or to schedule a demo customized to your particular needs, contact us at 240.403.6001 or email us at email@example.com.