With all uncertainties, last year was a challenging year for almost all industries. Covid–19 and the pandemic have made everything difficult for the service providers (especially those dependent on field service). Innumerable companies were forced to shut down or exhorted to put their field services on hold. They were asked to either look for new ways of doing business or close with no hope. The desire makes things possible for individuals and businesses – where they desired and adopted the technological way of doing business while completing their field service tasks. The technical way with the promising tools in the market allowed them to look beyond possibilities and imagined the newer generation of a business era. In this era, they are no longer bound or dependent on the traditional way of completing their day-to-day activities. In this blog, I will be focusing on the key trends in field service management which can help business professionals benefit from the automation of field activities resulting in enhanced performance and sales.

Remote assisting

Since last year, we have experienced numerous examples of remote or contact-free services where the importance of assisting or completing services became a new normal. An increasing number of businesses are experimenting or adopting remote services with technology that enables real-time support or collaboration between field technicians and back-office support.  

The field technicians use advanced technologies such as AR (augmented reality) or Holo-lenses, which allows the technician to easily complete complex tasks with in-depth supervision and real-time service support.

Internet of Things

Internet of Things and other connectivity solutions covers the path to revolutionize service management processes and make them more proactive. This helps businesses to quickly react to the problems and monitor the state of the device. It ensures consistent operations by predicting, detecting, and resolving service issues before your customers even know about them. Sometimes it resolves the problems itself without dispatching the technician, thus reducing contact and maintenance costs. This results in not only happier clients but also simpler fixes rather than large-scale repairs.

Contact Tracing 

Since it is a requirement for a field service technician to go from one place to another at a customer’s location, it becomes essential to know where they are going and where they have been. Field Service Automation enables tracking interactions and support contact tracing efforts. That way, if a technician does get sick or is exposed, you can quickly determine who that person has been in contact with.

Real-time scheduling

Field service solutions provide dispatchers with better visibility into different technicians’ scheduling availability and their skill sets. This enables the dispatchers to make schedule changes and update jobs at a moment’s notice to schedule the right technician for the job.

The field service industry has a lot of room to grow and many opportunities to thrive in the next few years. There are various tools and techniques available to enhance field service with agility and automation – one of the technologies or platforms that embrace the efficiency of field service is Microsoft Dynamics 365 for Field Service. The platform provides resource optimization with advanced scheduling and mobile enablement capabilities, strengthening organizations’ service capabilities by keeping the customer at the centre of the business.

Dynamics 365 Field Service with advanced analytics, machine learning capabilities with a mix of Internet of Things enables the business to migrate from costly traditional models to a digitized & automated service model.

Author – Preksha Jain

Preksha is currently working as a Consultant with Advaiya Solutions for more than five years and responsible for Azure, Dynamics 365, and Project Online solutions. She has been working on multiple technologies/platforms like SharePoint, SSRS, CSOM, JavaScript, SQL Server, Workflows, PowerApps, Power Automate, .NET C# applications, and web services.

Posted by Advaiya

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