Connected Customer Experience

Here are 3 field service trends today, projecting to have legs for tomorrow. To see what field service digital transformation’s possible today, request a demo of Mize’s Field Service Management system.

During the second half of 2020, your company's field services operations will build its road forward. Initiatives previously tabled for further discussion later are now immediate concerns. Automating knowledge management, service delivery and parts availability for web-based availability, is now top-of-mind. Considering customer access and contact is becoming increasingly difficult, pandemic-fueled necessity is driving attention to cloud-based information access and workflow.

Regular Field Service News  contributor and Mize’s CMO Michael Blumberg makes his debut on the Field Service Podcast and explains why firms should be embarking on a digital transformation journey

A Blueprint for Creating an IoT Enabled Field Service Organization

Despite the enormous benefits of IoT, field service leaders face many challenges to implementing IoT platforms. First, many of these leaders have not defined a clear outcome for IoT projects. In other words, they haven’t created solid use case or achieved clarity around what types of actions, decisions, or benefits they can obtain from IoT. The possibilities are endless and often overwhelming. Second, these leaders need to create a clear road map with respect to when, how, and where they will implement IoT. Questions often exist as to whether they should implement IoT on their existing installed base or roll-out with new product releases. Applying IoT to an existing installed base may seem like a time-consuming and arduous task. However, the benefits that a FSO can achieve when a large segment of their installed base is IoT enabled is significant. Third, IoT produces a vast volume of data. FSOs are often not sure how they will make sense of all the data or how they will ensure that actionable and measurable results will be achieved from this information. Fourth and most importantly, many field service leaders are concerned that they must overhaul their entire service delivery processes prior to taking advantage of IoT. This seems like an impossible order when they may have millions of dollars invested in the current ways of doing things.

Augmented Reality (AR) and Virtual Reality (VR) are one of the hottest technologies hitting the field service industry today. This technology provides field service organizations with the ability to remotely solve customer problems through a collaborative video platform that superimposes a computer-generated image (e.g., annotation, technical instruction) onto a user's view of the real world, thus providing a composite view.