The global Field Service market is continuing to grow at a quickening pace. In 2016, the Field Service market size was estimated to be $1.78 billion USD, and now with more and more SME’s using the technology, that number is predicted to hit $4.45 billion by the end of 2022.
With that in mind, there are a few trends affecting the Field Service space.
Shift to Automation
It is not uncommon for Field Service support staff to become bogged down in manually intensive processes. This means administrative staff are often tasked to handle the additional workload or frontline technicians are faced with spending less time on critical service tasks like building relationships with customers. Back office operations can become overwhelming with managing customer expectations, parts inventory, juggling schedules, confirming appointments, submitting invoicing, plus fitting in that last minute emergency service call.
This is where Field Service management software becomes a life ring to your administrative support staff. Jobs can be automatically scheduled and assigned to technicians by leveraging Artificial Intelligence (AI) and custom business rules. As more and more Field Service organizations are faced with an aging workforce, optimizing scheduling is becoming even more paramount with fewer experienced technicians to dispatch.
Clients continue to demand greater transparency into their work orders and service requests. They want access to appointment calendars, and even the ability to track the technician enroute. To this end, client self-service portals will continue in popularity by offering 24/7 online support which can even include a knowledge base and FAQ section. Even now, 65% of customers expect a company’s website to include a self- service application.
With self-service portals, clients can create their own service requests and share information regarding the equipment in question. The client can even view past service calls, including the technician who performed the fix. Self-service portals can empower the customer and this increases customer satisfaction while, while reducing service organization costs.
Technician access to mobile technology is now an essential tool rather than an option. Around 70% of Field Service organizations with 50 or more users have deployed or plan to deploy mobile apps in the future. Most Field Service organizations are stating increasing mobility as a top or growing investment priority.
With Field Service mobility apps, technicians can get their schedules while on-the-go and receive turn by turn directions to the clients’ site, avoiding traffic congestion and other delays. They can review customer information, and service records as well as accessing knowledge articles and products guides. Technicians can even use Microsoft Teams to reach out to more experienced colleagues for assistance, thereby increasing first-time fix rates.
After the service is completed, the Field Service mobile app should enable the customer to electronically sign off on the work order, so the work order can immediately be processed shortening payment cycles. Mobility drives technician efficiency in a manner that just isn’t possible using pen and paper.
Concept and D365 Field Service Concept specializes in all aspects of the Field Service industry. We would like to show you the powerful features offered in Dynamics 365 Field Service or MobileDynamics for Navision. To learn more about how we can improve your Field Service capability of your organization, contact us today.