IoT gives field service something it’s never had: visibility - ReadWrite

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IoT gives field service something it’s never had: visibility - ReadWrite

ReadWrite

Thanks to the advent of widely available data-rich Internet of Things (IoT) sensors, cloud and mobility, the face of field service is completely changing.

Great article by Athani Krishna this weekend in ReadWrite, that talks about how field service is gaining prominence and spotlight with IoT advances that can lead to very real business benefits and a huge difference in revenue. 

I liked this part where Athani points out that field service can tie lofty and futuristic technologies - IoT, Virtual reality, drones, etc - to something much more grounded and easy to sell to CFOs and other executives  - revenue growth.

While the IoT, augmented and virtual reality, drones, wearable technology and mobility change the way organizations operate, it is field service that’s delivering the revenue-generating benefits realized from these technologies to customers.

When you arm technicians with data about customers accessible before they show up for the service call, it boosts efficiency across entire organizations. Our survey data showed the intent to deploy new technology, which points to more investment and energy spent on transforming field service organizations. In fact, 86 percent of surveyed companies see field service as becoming their primary revenue driver over the next two years.


John Welisevich, reading this, I thought about your presentation at Maximize at our user group and the top business goals you identified as the first priority as you implemented IoT technology to enable your team. I'm curious, what's the scenario where your techs benefit the most from being armed with data before they are even on site?  

And for the rest of the community, what would you build with IoT that would drive field service and company-wide success?

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http://readwrite.com/2016/09/02/iot-gives-field-service-something-its-never-had-visibility/
1 Comment
Pastry Chef johnw
Pastry Chef

Deirdre,

Great question. The quick answer is this: if I can "see" into the machine I can localize the error to a section or even a specific component that could be the cause. If there are enough data points, I can pinpoint the offending part and ensure the Field Service Engineer (FSE) has that part. This would cut down on troubleshooting time and part delays. If the FSE did not have this part in their trunk stock, Tech Support would ship the part to the so the FSE is on site with the right part and can fix the machine the first time.

The goal is customer Uptime which drives customer satisfaction.

Our long term goal is predictive service calls: instead of waiting for a part to fail, use analytics engines that can alert us when a component is reaching a critical condition and replace it so the customer does not see downtime.