WHAT ARE FIELD SERVICE FUTURISTS SAYING ABOUT THE FUTURE OF SERVICE DELIVERY?

What are field service futurists and service industry keynote speakers saying about how new innovations, emerging technology, and developing trends are impacting the industry? We’re glad you asked, because a lot is happening behind the scenes of this dynamic space! For fun, as field service futurists, we wanted to take you on a quick tour of new developments that are helping to leave an imprint on the industry.

Straight out of the gate, it’s clear that digital revolution has paved the way for predictive maintenance, a trend that’s increasingly gaining traction in the sector. Leveraging technologies like the Internet of Things (IoT) and artificial intelligence (AI), field service futurists and service industry keynote speakers note that businesses can now anticipate equipment failures before they occur. Such a predictive approach minimizes downtime and enhances customer satisfaction. In essence, an IoT device can continually monitor the equipment’s performance, and machine learning algorithms analyze this data to predict potential malfunctions, ensuring timely interventions and maintenance.

Another transformational new development here (yay!) is the adoption of augmented reality (AR) and virtual reality (VR) – collectively, “extended reality” or XR –technologies. Such new and exciting high-tech tools can support technicians in diagnosing and repairing complex equipment, providing interactive guides and visual aids to enhance their understanding. Happily, the remote technology also facilitates remote assistance, where an expert can guide on-field technicians virtually, reducing the need for multiple visits and boosting first-time fix rates.

Of course mobile tech has been a game-changer in the space as well. From scheduling service appointments to accessing customer history or equipment manuals, mobile applications offer field technicians real-time access to essential data. Furthermore, these software programs and apps can facilitate seamless communication between the back-office, field technicians, and customers, enhancing overall service efficiency.

Amid a rapidly evolving service landscape, field service futurists would also remind you that businesses are adopting a more customer-centric approach. In the era of instant gratification, clients demand swift, efficient, and personalized service. To meet these expectations, field service businesses are focusing on improving technician skill sets, investing in training, and leveraging technologies that enable faster service delivery and improved customer engagement.

Oh, and BTW: Artificial intelligence isn’t just enabling predictive maintenance; it’s also transforming customer service through the advent of chatbots. These AI-driven virtual assistants can manage customer inquiries round the clock, schedule service appointments, and provide updates on technician arrivals, making the customer experience more streamlined and interactive.

On the data front, advanced analytics and reporting are helping businesses make informed decisions. By analyzing service information, companies can identify patterns, predict trends, and make strategic improvements in their service delivery. Data insights can help understand technician performance, identify recurrent issues, and highlight areas that need attention, leading to continual service improvement.

Another growing wave here is the “Uberization” of field services. Perhaps the easiest way to picture this is that the model involves real-time tracking of service technicians, much like tracking a cab on a ride-hailing app. Customers can see the technician’s location, estimated time of arrival, and even technician details. This transparency boosts customer trust and enhances the overall service experience.

In an increasingly competitive environment, businesses are also looking at innovative service models. Outcome-based service is one such methodology where the focus shifts from reactive service to proactively ensuring equipment uptime. Under this model, businesses are compensated based on the successful outcome, such as uninterrupted operation of equipment, rather than the service performed.