Today’s service customers have zero patience for field service delays. They simply won’t tolerate missed or late service calls, or technicians who don’t have the necessary skills to get them back online, or the old standby, “I don’t have the right parts with me. I’ll have to go back to the shop.”
The Internet of Things (IoT) and cloud communications have the potential to minimize such situations. In a recent survey of field service executives, 55% said IoT was the “next big thing” related to technology that they felt would most help with increasing service demands.
In the not too distant past, field techs were limited to voice-only cell phones to communicate with their home office. But with today’s smartphones and web-based solutions, they can message and locate coworkers, conduct video calls, and make voice calls – all from a mobile app.
IoT devices are taking field service to the next level… Multiple sensors on IoT devices provide diagnostic data that help service techs and engineers pinpoint the cause of maintenance issues at customer locations.
With better data, there is faster analysis and identification of the best solution. A cloud-based management system can even allow your techs to correct many problems remotely. By giving machines a voice, you can head off service problems before your techs need to hit the road.
Does your business depend on Field Service? Keep your business focused on delivering the best possible Customer Experience. Contact TCI today: (703) 321-3030 or firstname.lastname@example.org.