Our entire civilization depends on machines working. But they don’t keep themselves running. To do this takes a massive amount of labour, as well as technology to manage an unthinkably complex set of dependencies. Everyday an army of field service techs – around 20 million of them globally – wake up with the aim of keeping our world running. The huge irony is that field service itself is one of the last industries to be dragged into the modern age. It’s the underfunded afterthought of the technology era – largely due to the difficulty in orchestrating the numerous variables and complex processes. Not much has changed in service over the past 40 years. It’s riddled with paper-intensive, time consuming, inefficient processes. Yet field techs are by their very definition a mobile workforce.
That’s why we’re about to see some major leaps forward in the field service arena to keep pace with the voracious demands of our corporate expectations and our consumer appetites in the Industrial Internet Age. In fact, serving field service is itself big business. The field service management industry alone is worth $15 billion.
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 changes and technology disruption. Welcome to the party, field service. We’ve been expecting you.
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