Your Big Data Strategy For Field Service

If you've heard the experts talk about leveraging Big Data in field service, you've probably wondered what it can do for your business. Despite some ambiguity, the concept of Big Data is simple:

1. Collect a wide variety of evolving, complex data
2. Process that data using sophisticated technologies
3. Leverage the results for greater insights and business value

Simple in principle. Leveraging Big Data in field service or any industry requires a keen understanding of the types of data businesses should collect, then of how one can analyze it in a way that will best help his or her long-term performance.

How to Get Started

Some obvious questions arise-- what data should we collect? How do we analyze huge amounts of data? What affect will it have on our business? What about our customers?

Here are the answers to those straightforward questions.

Identify and Collect Data from the Moving Pieces of Your Business

Billions of data are moving through your business processes every day, waiting to be captured. Understanding where to look and what to do with that data is the first step towards your data-driven future.

There are some key channels to observe, then consider what the data flow there can do for you. For example:

• Your team's mobile devices . Increasingly complex data is coming in from the field as these technologies become more sophisticated.
• Logistics technologies . Find out what your logistics activities are telling you about your business.
• CRM and sales data. Your customers' information offers vast opportunities when processed using more sophisticated technologies.
• Asset and equipment records . Specific cases in your records may be part of a greater fabric that provides more insight into how you do business.

Use Analytics Technologies Best Suited for Field Service

'Leveraging Big Data' is fine and good, but what is the technology that does it? There are dozens of Big Data analytics technologies on the market today. While field service companies could leverage any number of these solutions , the following service-friendly options rise to the top:

1. Knowledge Discovery Tools

No more forgotten data. With operations spread across teams and geographies, you may find yourself with data in multiple locations--data that needs to be reconciled. Knowledge discovery tools allow you to isolate important information and utilize it to help your business.

1. Predictive Analytics

Predication of customer behaviors and expectations is an advantage in any industry. Add to that the ability to anticipate parts failures, logistics problems, and more and its an especially valuable tool for field service. These tools help you solve problems through analysis to avoid costly engagements or even crises in the future.

1. Data Virtualization

This capability allows your team to retrieve data from anywhere you operate without restrictions caused by the location or format of that information. Employees and technicians can access mission-critical data in real time, making this one of the most widely used technologies in business today.

Use These Insights to Benefit Your Customers

As you begin to use your insights to improve your services and operations, the end result should be greater customer satisfaction. In fact, Big Data technologies are linked to customer satisfaction as they support end results like personalization, service optimization, and customer service--especially when a human being isn't available to help.

In today's connected world, the only way to truly understand the needs of hundreds or thousands of customers—and the hundreds or thousands of ways you service them—is data analysis. Be sure your business has the tools it needs for future success.

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Big data is set to be a hot topic at Field Service USA 2018, taking place at Palm Springs, California, this coming April.

Download the Field Service USA 2018 Agenda to learn more.