Are you Ready for Connected Field Service?

July 31, 2019
With most field service operations, a piece of equipment experiences a problem, and the customer calls. You dispatch a technician who goes to the site and runs diagnostics. If you’re lucky, all the right parts are on the truck and it’s an easy fix. But what if additional equipment or follow-ups are needed to complete the repairs? That costs you time, money, and mileage, and the customer isn’t pleased with the added downtime.

Now, imagine this …

Blog_7.31.19The equipment had a sensor system that tells you something’s going wrong before the customer even notices a problem? It runs basic system checks and does some troubleshooting on its own to identify the specific issues, or even fix, the simplest problems. You either save your technician a trip entirely, or the system sends you details about the problem and generates a detailed work order. Your field service technician is automatically assigned and briefed on the issue, the equipment history, and customer details. The technician arrives with all of the right equipment, making your company look proactive and highly competent. The customer is impressed and happy with the reduced downtime. And you have transformed your field service function from break/fix to smart solutions that keep systems online at a lower cost.

Going Beyond Typical Break/Fix Field Service Ops with Connected Field Service

Connected Field Service combines sensors, the cloud, and Internet of Things (IoT) technology with a robust field service management solution. Sensors and systems can be basic or highly sophisticated, depending on your needs.

Here’s how it works: The cloud-connected sensor sends an alert to the field service management system. If an anomaly is detected, the system acts. A basic Connected Field Service system can automatically schedule and dispatch a technician. A more advanced setup performs additional diagnostics or takes specific actions, like performing a restart or going through more detailed troubleshooting before generating a work order.

Four Ways to Know if it’s Right for Your Company

We’ve identified key indicators for when a company is ready to take their field service organization to the next level with Connected Field Service:

  • You are already successfully using a field service management tool, such as Dynamics 365 for Field Service.
  • You want your technicians to move beyond break/fix.
  • You want (and need) to improve KPIs.
  • You are thinking about how to create new revenue streams.

Connected Field Service isn’t hard to set up. You and your customers/organization start reaping the benefits right away. If you just want a simple set-up, start with a simpler configuration and add-on services as your organization adapts and grows. Then start thinking about where else this technology can take you, such as growing your business through new revenue streams.

Is it time for your organization to make the shift from a break/fix repair model to a never-fail service model? Contact one of our field service experts today to get started.

Author: Travis Pullen, Director of Field Service

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