The field services industry is designed to handle countless incidents day-in and day-out. A problem comes in, the clock starts counting, and a solution comes out as quickly as a technician can bring it to life. This system existed efficiently for decades, but is it time for a new system of intelligence? It would appear so.
The automation of field service solutions can address systemic problems like turnaround time and improper use of resources, but there’s more to it than that.
Automation addresses scaling. Between human and machine-generated incident tickets and thousands of different makes, models, and variations of machines, assigning an agent to the appropriate ticket can be tricky. Automated systems can help triage incidents as they come in, ensuring agents allocate their time and resources where they’re most needed.
According to a Field Service’s Future Trends report, 81 percent of companies are prepared for smart-connected products to hit and connect the market within the next decade. These products are complex and varied, making the field service technician’s job equally complex and varied. Automation helps diagnose problems and explicitly explain how they should be addressed, ensuring agents are always prepared to properly address those issues as well as connect with the customer – a role a machine can never replace.
This extra time also allows newbies to learn the most important skills in the field services industry. With baby boomers retiring en masse, recruits need to figure out new and legacy technologies and how to address their complexities. An automated problem and solution system helps millennial employees figure things out faster and leaves time for them to focus on the customer.
The evolution of the industry, and technology as a whole, is moving at an extraordinarily fast rate. Automated systems allow companies to prioritize incidents properly, free valuable time for employee training and customer relations, and ensure the customer receives the most efficient and thorough experience possible.