Entering the Age of Automation in Field Service
The field service industry is rapidly changing. No longer can businesses rely on a customer service representative to take a ticket and then dispatch a technician. With automation, businesses can now offer their customers self-service options that allow them to resolve common issues on their own.
These types of capabilities are becoming increasingly important as field service organizations begin to serve a much more tech-centric generation. In the coming years, more and more field service customers will expect automation, digital interaction, and fast service to be the norm. The challenge is determining how they can adapt their processes to accommodate automation without severing the bonds between their people and their customers.
In this article, we will explore how field service organizations are entering the age of automation and how they are meeting the needs of a more tech-centric customer base.
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Determining if Automated Service is Relevant to Your Business
Operationalizing automation in field service can be challenging. To successfully automate field service, organizations need to have the right tools and processes in place. The automation process should be designed to fit the specific needs of the organization.
Additionally, automation should be implemented gradually to allow field service teams to adjust and adapt to the new system.
First, the organization must determine if automated services are the right fit for their products and services. There are a few questions you can ask yourself and your team to better understand the automation potential for your business.
- How often do we service the same kind of product?
- Do we have a high enough customer base for automation to make sense?
- What is our average time on site per technician?
- What is the cost of our current field service operations?
- How much would automation improve our efficiency?
- What is the return on investment (ROI) for automation in field service?
- What are the risks associated with implementing automation in field service?
Automation in field service is likely to be a good solution for most businesses. Even small operations can benefit from self-service options for customers, automated messaging, automated reminders for customers, and automated notifications about asset statuses.
Nonetheless, it's important to consider all the factors before making decisions about automation technology. The risks and rewards should be carefully weighed to ensure that automation is the right choice for your organization.
Preparing Your Service Model for the Age of Automation
Organizations that automate field service can reap many rewards. Automation can improve efficiency, reduce costs, and improve customer satisfaction. When done correctly, automation can help field service organizations thrive in the age of automation.
To prepare for new automation technologies, field service departments need to understand how automation will fit into their business models. New automation technologies should serve a specific purpose and align with core objectives for the business, such as increasing service speed and customer satisfaction.
Field service teams also need to ensure that automation technologies are a good match for their team's skillsets and their existing technologies. New tools must be able to integrate into existing platforms. Some technicians may need to be trained on new forms of automation to ensure they can work with them seamlessly in their day-to-day interactions with customers.
Finally, Field service teams need to develop a plan to integrate automation into their field service workflows. In some cases, a pilot program is the best way to develop use cases for new types of automation and to demonstrate the value to other team members. Team members must also have time to train on new technologies so they can incorporate them into their workflows.
Balancing Automation with Interpersonal Customer Relationships
Despite its many benefits, automation could potentially get in the way of customer relationships if it isn't implemented correctly. The best way to avoid this issue is to search for ways automation can enhance customer relationships rather than replace them.
For example, automation can help improve customer relationships is by ensuring field service technicians have the information they need to do their job quickly and efficiently. This includes real-time information about the customer's location, what work needs to be done, and any special instructions.
Another way automation can help is by providing customers with updates on the status of their service requests. This way, the customer feels informed and empowered through automation, but they can still reach out to a representative if they want clarification.
In general, automation should be used to supplement, not replace, interpersonal relationships in field service. By striking the right balance between automation and personalization, field service organizations can create a seamless and satisfying experience for their customers.
Transform Your Field Service Program with Automation
Automation is changing field service for the better, but it's up to field service leaders to determine how to incorporate it into their workflows.
To learn more about how automation can transform your field service, don't miss the next event in the Field Service series, the conference for leaders in customer success, service, and support. The event will occur from August 16th to 18th at the Marriott Hilton Head Resort & Spa, SC.
Download the agenda today.