How the Internet of Things is transforming Field Service

With the number of connected devices expected to reach 75 billion by 2025, the Internet of Things (IoT) continues to grow at an exponential rate which shows no signs of slowing down.  It’s already radically reshaping the way companies run their businesses by transforming their customer relationships and improving efficiency. Recent research conducted by IFSshows a 30 percent increase in the use of IoT to support asset performance management.  Companies who are embracing digital transformation that IoT offersare already leveraging this data to improve service, build better products and boost customer satisfaction.  In fact, according to a study conducted by WBR, 83 percent of organizations using connected data and IoT to create advanced services, believe it leads to more profitable business decisions.

IoT use cases in field service

The evolution of sensors in connected devices and advances in big data analysis will combine to make field service increasingly predictive, highly efficient, and less dependent on human intervention. These days it’s possible for almost any electro-mechanical device to be transformed into a smart device with the addition of sensor technology. This sensor technology can convey all kinds of information about the status of the device and its environment such as temperature, humidity and pressure.IoT enables organisations to collect and analyse customer information in real time, without the need for a human intermediary to collect and enter it or the data volume limits that that necessarily entails.

Some of the benefits that field service organizations stand to gain from leveraging insights from big data include:

  • Enabling real-time remote diagnostics
  • Faster resolution times when equipment fails
  • Reduced waste with better inventory management
  • Improved levels of customer experience and service by pre-empting issues and responding proactively
  • Increased fuel savings with the elimination of costly truck rolls
  • Increased employee satisfaction -when first-time-fix rates rise, employees spend less time traveling
  • Improve product/quality imperatives
  • More informed strategic decision-making

Many companies are already analyzing IoT data analytics to improve solution recommendations, feedback on installations and demonstrations for example as well identify popular products and manage inventory. In competitive markets where product offerings are often similar, field service organizations are realizing that service is an area that they can really differentiate themselves and create competitive advantage.  IoT allows field service leaders to identify trends in data and anticipate or predict when imminent issues or failure are likely to occur and what needs to be done to avoid costly downtime and get ahead of a problem. This shift from reactive to proactive maintenance is a major evolution in field service, helping to increase the life cycle of an asset, reduce maintenance costs as well as the downtime for a company and ultimately drive higher levels of customer satisfaction.   With more accurate and detailed diagnostics from the device itself, the right technician, with the right knowledge and parts needed for the job can be assigned, reducing the chances of costly repeat service visits.  Successful first-time fixes make for both happy customers and employees as well as savings that go right to your bottom line.

To find out more how IoT connected field service solutions can help streamline your business, reduce downtime and keep your customers happy, contact us today!

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