Keeping an Eye on These Field Service Trends for 2018

By January 8, 2018 Perspective No Comments

At CES in Las Vegas this week, we’re expecting to see a lot of new gadgets and new tools on display. It seems like this year the focus will be on the pending 5G rollout, Artificial Intelligence (voice recognition), Artificial Intelligence (autonomous vehicles), and wearable devices (glasses, fitness trackers). It’s always good to track what’s happening in the overall consumer electronics space, as its typically a pre-cursor for what’s likely to happen in the enterprise. Speaking of the enterprise, we’re currently running our 2018 trends surveys for leaders of various disciplines.

– For those leading overall service business strategy (Link)
– For those leading field service (Link)
– For those in customer service and support (Link)
– For those in service parts (Link)

A lot of our time is spent analyzing field service trends. For the most part, we expect organizations to continue on their paths towards becoming more intelligent with service performance data in order to:
– Improve the predictability of their businesses
– Enhance the efficiency of field service delivery
– Uncover revenue opportunities during customer contact

Here are three additional areas that I am keeping my eye on for 2018.

Trend 1. Mobile as a Data Point.

When we think of mobility, we always think of the information available on a device. But we don’t think of the data that can be captured at the point-of-service and how this data can be incredibly impactful in building a predictive service organization.

Trend 2. Video in Learning and Development.

Most organizations are looking to reduce the time it takes their new hires to be productive. Taking away some classroom based learning and putting that online is one step that a large number of companies are undertaking. The popularity of video as a learning medium (think DIY with YouTube) also offers a new channel for dispersing knowledge and information to field service technicians.

Trend 3. Layers of Dispatch Avoidance.

Organizations want to minimize the occurrence of avoidable dispatches. Improving first-time fix is one way to address this problem, but there are other opportunities for organizations to properly diagnose incoming service requests for appropriate dispatch-less service scenarios. These scenarios could involve self-service or assisted technical support.

I’ll spend some time on each of these trends in an upcoming webinar with our partner ServiceMax from GE Digital (Registration required). If you are seeing other trends, feel free to share on the webinar or on our 2018 field service trends survey.

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