Building an Industry-Leading Customer Experience in Field Service

Field service organizations have evolved over the past several years, and that’s in no small part due to their technology implementations. New software integrations have improved efficiency by adding automation and by digitizing many internal processes.

Nonetheless, some field service technologies have lent themselves specifically to improving the customer experience (CX). Revolutionizing CX is important to field service organizations in every industry, especially when it comes to the level of personalization customers now expect. According to one study, 66% of customers now expect companies to understand their unique needs and expectations.

Here’s how field service organizations are using technology to become industry leaders.

Artificial Intelligence and Augmented Reality Are Changing Field Service Forever

AI enables field service organizations to capture and analyze data from their deployed assets, then generate insights from that data to make predictions. With enough data, companies can even determine when their products are liable to break down or need service.

Today’s field service technicians can also be empowered with a range of technologies that make their jobs more efficient and help them keep customers happy. There are plenty of tools available to help customers engage in self-service as well, where possible.

Augmented reality, for example, has made significant in-roads in the world of field service. Technicians can use it to view schematic overlays while working on devices, ensuring they always fix it the first time. Customers can use AR to engage in similar behavior, leveraging step-by-step instructions on a graphical overlay to fix devices themselves.

Together, AI and AR provide customers with less risk, more uptime, and more options for service. For example, the predictive capabilities of AI and the power of AR make it possible for customers to fix small problems on their own before they turn into larger issues that require a technician to be deployed on-site.

IoT-Connected Services Provide Benefits to Companies and Customers

AI-based insights are important, but they are difficult to obtain without the benefit devices connected by the Internet-of-Things (IoT). IoT-connected devices can transmit data remotely so that it can be processed by the company’s servers. Only then it be leveraged for insights.

But IoT-connected devices have another capability that can help the customer experience. Customers want to be able to see data about their investments, and they are often willing to pay for enhanced services packages if it means they can obtain the data they need to keep their devices working. This is especially true of businesses that rely on large, expensive devices, as they often depend on them to maintain their operations.

Field service organizations are discovering new ways to leverage and monetize their IoT data all the time. Moving forward, many companies will likely sell service packages that guarantee uptime, include predictive maintenance, and provide customers with reporting capabilities.

Digitization is Now Key to Improving CX

Nothing can truly replace the human element in the customer experience. Customers still expect to be able to connect with a human when they have a problem, and the personalized service technicians can offer can’t be matched by a computer system.

That said, digitization is the way forward for CX in field service. Customers want to be able to obtain service their way, and they want field service organizations to cater to their exact needs and contexts.

To learn more about how your field service operation can improve how it helps customers, don’t miss the next Field Service conference. It’s happening at the JW Marriott in Palm Springs, CA from April 26^th to April 28^th.

Download the agenda today to learn more.