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What does a smart, connected field service system look like to you?

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What does a smart, connected field service system look like to you?

Hello ServiceMax Community!

We've talked a lot about connected field service and seen a lot of news and customers interested in learning everything there is to know about smart machines, predictive diagnosis, and proactive service. 

Help us understand a little more about your perspective:

What does connected field service mean to you?

Thanks for the feedback!

Message 1 of 9
8 Replies
Employee
Employee

Re: Defining Terms: What Does "Connected Field Service" mean to you?

Connected Field Service is all about providing the Field Service Technician and Remote Technicians the ability to connect to a device and perform some level of diagnostics on the device.  If done via remote connection, then the system can self-inform a remote service that there's a problem and the Remote Engineer can diagnose the problem, order parts, and scope the issue for dispatch.   Once on-site, it's about connecting the Field Service Engineer to the device for running live diagnostics, calibrating the machine and testing.  Connected Field Service is about becoming more streamlined and repairing problems faster or even before they have an impact on the end user's ability to produce. 

Message 2 of 9
Employee
Employee

Re: Defining Terms: What Does "Connected Field Service" mean to you?

Connected Field Service - is a seamless information flow through the whole lifecycle of the industrial equipment

Message 3 of 9
0 Likes

Re: Defining Terms: What Does "Connected Field Service" mean to you?

Being connected to field service entails quite a few elements:

1) Connectivity to your customer. ServiceMax gives the ability for field service professionals a birds eye view of everything relating to their customers and beyond. With the Internet of Things (IOT) paving the way for the future, field service professionals will be able to proactively diagnose issues, remotely troubleshoot with their serviceable products, track trends of problematic or recurring issues with products, which may benefit the profit margin by decreases costs and increases utilization and other factors.

2) Connectivity to your organization and its goals: Focusing on key performance indicators and metrics is a critical and integral piece in any organization. Visibility to daily, weekly, monthly, quarterly and/or annual metrics is a huge win for organizations who never able to produce reports or analytics against their business to processes. This will also provide organizations with the opportunity for continuous process improvements by knowing what is going on within their business. Such examples may be: Mean Time To Repair (MTTR), Field Utilization, Contract Leakage, Installed Base Management, etc.

3) Connectivity to the future: Innovation and being a part of the cloud platform and IOT gives organizations the ability to "move with the times" and avoid worrying about internal struggles with developing an in-house system which take longer to roll out and cost more initially for an extended period of time.

Message 4 of 9
Employee
Employee

Re: What does a smart, connected field service system look like to you?

Connected Field Service means to me that our customers (ie. Field Engineers, Field Service Managers, Customer Service Reps, Product Engineers, New Equipment Sales Reps, Sales and Marketing etc.) always have a 360 degree view of the customer and their customers equipment via real time IoT sensors, remote diags, reports, cases, work orders, sales orders etc. using PCs, Mobile Devices (iPhone, iPad, Android etc), wearable tech like Google Glass, and even Drones that have sensors to monitor equipment.

Message 5 of 9
Employee
Employee

Re: What does a smart, connected field service system look like to you?

Externally, connected field service means the distance between the vendor and customer decreases as the vendor gains a greater understanding of the customers' needs, becoming a trusted adviser. Field engineers can spend less time diagnosing the issue and more time developing interpersonal and leadership skills; they will become the trusted advisers. In terms of troubleshooting, the smart device will be able to answer the "What" while the technician will have a greater understanding of the "Why" and "How" of the problem. The firm with connected field service will have a greater understanding of their customer by knowing how their product is being used and combining that knowledge with the customer's business processes.

Internally, the distance between customer facing entities such as Sales, Marketing, Service and back-end departments such as manufacturing, product design, financing, will decrease with the flow of data travelling across the enterprise. This allows the firm to make appropriate adjustments/improvements faster than their competition.

Message 6 of 9
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Employee
Employee

Re: What does a smart, connected field service system look like to you?

Connected Field Service touches every aspect of our customer:

  • Technician has the ability to perform all of his/her processes from one application and doesn't have to jump between app and browser to complete all their tasks. In addition, has the ability to have all the information at their fingertips - past history, future maintenance, etc.
  • Logsitics/CS/Tech Support has visibility to all activities related to their customer - open issues, past issues, contracts/PMs, areas where they can upsell, etc.
  • Management and Executives can easily report and identify utilization, profit, areas of improvement, product deficiencies that can be reported to R&D, continuous education and learning initiatives for their technicians based on skills/expertise and what the customer needs
Message 7 of 9
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Employee
Employee

Re: What does a smart, connected field service system look like to you?

Connected Field Service means being proactive as well as predictive and having visibility into the success of what drives your customers business.  If I make aircraft engines, I have visibility into how those engines are performing in the air, in real-time, so that I can begin to make predictions on when maintenance might need to be performed to minimize the downtime and inconvenience to the end customer (i.e. the airline and ultimately their passengers).

Message 8 of 9
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Employee
Employee

Re: What does a smart, connected field service system look like to you?

Connected Field Service (CFS) means the ability to maximize customer satisfaction while at the same time meeting ever increasing and more demanding SLA's.  This is the competitive differentiator that field services organizations will have to adopt in order to to bring value to the organizations they serve.

Message 9 of 9
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