Empowering service technicians with cloud-based, real time tools in the field means they can do work-orders, request parts, schedule and be scheduled, look up manuals, take payments, renew maintenance agreements, use social channels to communicate problems swiftly and effectively and upsell and cross sell products and solutions where appropriate. As the attached infographic explains, the field service industry is headed for significant cultural and demographic changes combined with a technology disruption that will have lasting and far reaching consequences on the service industry as a whole.
“Over the past forty years, field service hasn’t really changed that much and still largely operates the same way it did in the 1970s,” said Dave Hart, Vice President of Customer Transformation for field service management specialist, ServiceMax. “There’s a lot of paper, a lot of disjointed, manual processes, and no meaningful connection between the field service technician and the context of a customer’s business challenges. You can’t actually track data on paper, particularly in an economy that depends upon the swift, accurate transmission of information. Service businesses represent around seventy per cent of the world’s economy, yet to date, only about a third of the world’s large service businesses currently use field service management solutions. It’s a $15 billion market poised for growth, and it’s applicable to all vertical service industries and businesses of any size.”
View the full infographic here.