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Future of Service: How IoT and Big Data Benefit Field Service Providers

Future of Service: How IoT and Big Data Benefit Field Service Providers

By now, field service providers know the importance of the Internet of Things. The idea behind IoT is that connected objects and devices can be individually identified, tracked, and managed. These devices allow field service companies to use remote diagnostics to deliver insight into how equipment is performing that allows for swifter, proactive maintenance, better customer relations, and increased revenue opportunities.

But while the promise of IoT is easy to see, it’s only recently that verifiable, hard evidence of its validity, value, and implementation has emerged. According to the Aberdeen Group research firm, there’s finally evidence that “Best-in-Class” firms are using IoT to their benefit. Aberdeen found that the percentage of serviceable equipment in the field that connects remotely for purposes of asset management, tracking, service, and maintenance among “Best-in-Class” firms is 53%, while the industry average lags at 37%.

These firms are discovering the true value of the Internet of Things. They’re finding that the increased data flow is creating better resolution rates, giving them deeper insight into their customers’ needs, and improving asset productivity. Here are some of the benefits these top firms are specifically enjoying:

  • Preparing Ahead with Automated Data - Automated remote data lets field service companies know immediately when performance is lagging or a future failure is imminent. In fact, Best-in-Class providers are 48% more likely than the Industry Average to send service tech providers based on automated remote data, which helps them get better at service delivery and execution. Not only can remote data help service technicians come prepared to solve customer problems, but it also allows technicians who may not be true experts to get the job done.
  • Improved Resolution - Churning out more data just for the sake of having more data is not the point of remote connectivity. Field service providers are looking at remote monitoring intelligence to help improve resolution. Best-in-Class providers plan to use data to proactively service equipment in the field.
  • Use Real-Time Asset Data to Understand Customers Better - Connected devices can help providers create an image of their customers , and build services around a particular set of needs. Connected service not only helps techs provide better service, but also helps them build better partnerships with vendors.
  • Use Remote Data to Understand Machines - Smarter machines lead to more reliable equipment. This added reliability means longer life for machines and fewer costs to maintain them. As more machines talk to people and other machines, the capability of proactively diagnosing degradation or scheduling service to avoid downtime also improves.
  • OEM Impact - Information from IoT can help manufacturers with continuous improvement goals. Increased insight into machine and equipment performance helps OEM’s innovate in their next round of product development.
  • Impact on Technicians - Equipment and machines are growing more complex by the day. In order to ensure that technicians have the insight, information, parts, and skills to solve complex problems, technicians must be connected to the right answers. Smart machines arm technicians with real-time data, which means they can quickly diagnose a problem and find its solution.


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