Field Service Matters

By Field Service Matters

August 22, 2017


What do The Beatles, Elvis Presley, Michael Jackson, Rihanna, and Madonna have in common? Hint, it’s not some sort of obscure overlap in hairstyle. Ding, that’s right! They all churned out a ton of chart-topping hits.

While the team at Field Service Matters can’t claim to moonwalk like MJ, twist and shout like The Beatles, or shake our hips like Elvis, we can get down to the world’s top field service management advice.

ClickSoftware started Field Service Matters as a stomping ground for news, advice, trends, and all things field service. We would like to take this opportunity to summarize field service lessons from some of our most popular posts. We hope you can learn something from each hit.

1.The Future of Field Service: Wearable, Watches, Drones, Oh My!

field service waearablesLast year, we wrote that wearables, watches, glasses, and the Internet of Things (IoT) were poised to transform field service—whether we like it or not. But the when and how of this new technology array is still largely up for debate.

While you could certainly go slapping smartwatches on all your field techs, a more thorough examination of connected devices is a healthy first step. Improving your field service offering still includes good old-fashioned handshakes, and phone calls much of the time.

Seeing as different devices will become popular across industries with different needs, evaluating this technology on a case-by-case basis will be integral to success.

Here are three key areas wearables, watches, IoT, and smart devices will impact most in service:

  • Smartwatches will improve field tech safety, tracking, and communication
  • Smart cars and connected devices will revolutionize route mapping
  • Virtual reality and drones will impact training and long-term service delivery

To get the full story, click here.

2.The Future of Field Service: Internet of Things

field service iotIn this post, we discussed the impacts of the increasing connectedness of our homes, devices, customers, and more. Fortunately for field service professionals, the Internet of Things and the Industrial Internet of Things are increasingly available for savvy service organizations willing to make the most of this technology.

While the building where you work, the vehicle you drive, and the house you call home come online, our service must likewise follow suit. Every aspect of modern life is soon to be connected and managed from the Internet, and field service is no exception.

The Internet of Things (IoT) is the beating heart of this this evolution of modern enterprises. The field service industry continues to evolve alongside IoT, but establishing interoperability across devices, applications, and platforms has proven challenging for many.

In this piece we discussed how IoT could improve field service, including:

  • Reducing costs
  • Improving best-of-breed efficiency
  • Increasing customer satisfaction

To read the full post, click here.

3. Field Service and Customer Complaints: As Old as Ancient Babylon

field service customer complaints

We all like to think of field service management as a modern practice. But pull back the curtains on history, and you’ll find thousands of lessons in service. Which is why in this post we told the story of Nanni, who just 3,800 years ago in the city of Ur (modern day Iraq), began angrily scrawling a service complaint on a clay tablet, which survives to this day.

His words arguably represent the oldest customer service complaint recorded in history. Allegedly, a man named Ea-nasir had taken Nanni’s money, promised to deliver high-quality copper, but shipped a poor quality product. And at this time in history, copper was about as integral to the Babylonian economy as streaming Internet service is to our own. Nanni was not happy, to say the least.

We learned modern lessons from this ancient tale including:

  • Make a promise, keep a promise
  • Offer everyone dignity and respect
  • Poor service results in lost customers

To read the full post, click here.

4. 5 Service Scheduling Hacks for a More Efficient Field Force

Dispatch and scheduling continues to be both a revenue and customer engagement driver In field service management. Which is why we featured five service scheduling hacks in this post. Dispatch managers and technicians need to be like two hands turning around a clock. And it’s certainly no surprise that the most successful field service management organizations prioritize efficient scheduling.

By avoiding common scheduling fails, field force dispatch and scheduling management can save a company thousands of dollars, and boost the bottom line in a big way. Here are the five hacks we featured:

To read the full post, click here.

5.Level Up! Real-world Examples of How AR and VR Can Improve Your Mobile Workforce Management

field service ar vr

In this post, we unveiled how augmented reality (AR) and virtual reality (VR) are more than hot emerging technologies. Both offer a wide range of potential uses in field service management, but are likewise misunderstood. While augmented reality and virtual reality both pose massive potential for service teams, this technology likely won’t impact most field service teams for a few years.

While AR supplements reality, virtual reality replaces it completely with an immersive sound, video, or graphic experience. In this post, we featured three companies leveraging both AR and VR for training, and other field service activities. These included:

  • Caterpillar equipping field technicians with AR apps on iPads that improve their activities and speed up their service
  • Bosch Rexroth taking the capabilities of AR a step further to give clients access to support documentation via AR delivery channels such as a tablet or smart glasses
  • Robert Bosch using Oculus Rift VR headsets to train thousands of its service techs on its direct injection and braking technology

To read the full post, click here.

Not the hits you had hoped for? Visit Field Service Matters blog to find your flavor of field service technology advice, trends, and industry-specific tips.

Field Service Matters
By Field Service Matters

Field Service Matters is the leading professional community focused on digital experience strategies, the evolution of the digital workplace and intelligent information management. Founded in 2016, Field Service Matters is a popular native digital publication catering to a global readership of business leaders and sophisticated practitioners that are crafting the digital strategies for the modern enterprise.

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