A field service technician without field service software is like a cook without his spices. Sure the dishes will still be prepared, but does the food taste as great as if the cook had added a mix of his secret ingredients? Definitely not! So if you want your customer service to be tasty, one secret ingredient is field service software and this one comes with a mix of trendy spices!
The Mobile Revolution Continues And Everybody Brings their Own Device
How did we live without our smartphones? Whether it is ordering a taxi, a pizza or a handy man. Everything is available on demand with a fingertip on your mobile device. The use of mobile devices continues to explode and will reach 10 billion in 2020 according to Statista. It also seems natural that employees bring their own devices to work or use them offsite when taking work home. In field service, where mobility is at the heart of business, the Bring Your Own Device (BYOD) trend will be enforced in the future. According to the Aberdeen Group six out of ten top performing organizations (62%) have a BYOD strategy. Allowing field service technicians to bring their own device and use it with a field service software is also becoming an important factor in attracting young talents. Especially in countries, in which demographic change is noticeable, moving to a mobile field service solution is key to counter skills shortage.
Customers Want to Be Empowered to Help Themselves
Great customer experience drives revenue and growth. Customer service should be at the heart of business and eventually it will become one of the most important factors for companies to differentiate themselves from their competitors. Customers are more tech-savvy than ever, they look for information online and they want to be involved in the service process. Customer self-service will become the future of customer support. This means that future field service needs to empower customers to be able to help themselves. There are already innovative ways to do that, for example by providing code scanner self-service. Using a QR code consumers can access manuals, checklists or a web shop to find information quickly and easily or submit a service request in real-time. For example businesses can involve their customers in the service process by letting them complete a checklist before they can send a service request. By providing customer self-service companies can:
avoid service requests that can easily be fixed by customers themselves;
reduce the number of service requests overall;
get real-time information on the exact service case;
increase customer satisfaction.
Video Streaming to Counter Skills Shortage
Demographic change and skills shortage is a problem for almost all sorts of industries. For field service this means that experienced engineers or field service technicians cannot be everywhere at the same time. Most field service solutions allow technicians to add pictures, access videos or record a note instead of typing it down. So it is already possible to consult a senior field service worker from remote in order to get a second opinion and be able to finalize a diagnosis. There is another trend visible in field service today: video streaming. Workers out in the field will increasingly use video streaming to collaborate with experts that are not on site. Connected field agents will become more and more important to share information across teams thereby avoiding mistakes and providing a great customer service.