Improved field service management is critical for utilities to enhance customer experience and increase overall efficiency.
FREMONT, CA: With so many innovative tools now available to fine-tune operations, utility providers with a field service workforce have reached a unique transformative point. By leveraging technology, utilities are reinventing their field service operations in a predictive rather than a reactive manner. Here are some trends that may impact utility field services.
• Embedded Analytics
With the increased use of location technology and fleet management, utility firms are presented with the challenge of managing vast amounts of data. The ability to analyze and act on these data continues to trend in the evolution of field service operations. Advanced analytics capabilities will allow utility firms to execute on information generated from the field for better results. Deploying workforce management solutions with superior analytical ability will enable service managers to improve operations with real-time visibility.
• The Internet of Everything
A report predicts that by 2020, 26-billion devices other than smartphones, tablets, and computers are to be connected via the Internet of Things. For utility field service, connecting equipment with technician’s mobile devices and the back office in real-time is a necessity. Information captured in the field provides performance metrics that mitigate issues and tracks patterns for future planning. The goal is to ensure an intelligent and preventive approach to field services.
Mobility will continue to be a key enabler in addressing the contentious issues faced by field service operators. The right mobile architecture can solve many of the daunting challenges utilities face today, including latent customer requirements, increased competition, unmitigated churn, and worker productivity. Merely investing in mobile technology does not ensure improvements in critical performance. To be successful with any deployment, utilities must choose the best mobile field service solution and adopt the implementation that is suits their operational requirements the best.
With these trends, most service providers can well-equip and prepare to serve the customer better and improve the bottom line.