Increased integration of M2M and access to wearable devices are just a few of the trends to watch in 2014, according to a new study entitled Transforming Service Delivery: An Insight Report. The study predicts that 2014 will be a productive year for field service organizations as they understand how to strategically leverage these new and existing technologies, which will help to drive efficiencies, improve customer service and boost profits. Here are four of the key trends to watch in the coming year:
1. Wearable Devices to Revolutionize the Mobile Workforce
Field Service is being reshaped by the mobile revolution, and in 2014, no tech will be safe, predicts Deanna Gillen, editor in chief at Worldwide Business Research (WBR) in the report. Wearable technology will break out onto the scene and revolutionize the way techs go about their day. Think about it, she says. The core capabilities of a wearable device – capturing hands-free photos, video, and audio in real-time, and instantly sharing it with others – could save a business a fortune. Wearable devices put critical apps and notifications on your tech’s wrist, allowing immediate access to what’s important the second they need it. They’re designed to give workers and managers ways to stay in touch in real-time when working on important tasks like repairing a jet engine, while omitting the need for messy email chains or prolonged phone calls.
2. Increased Integration of M2M
Machine-to-machine (M2M) technologies are evolving rapidly and SIM cards will gain momentum in more units, allowing conversations with bigger back-end systems. This connectivity will enable organizations to generate performance-based data from their mobile workforce and turn this into useable, information that helps them to make better business decisions as well as identify key areas for improvement.
3. New Generation of Technicians
The demand for field service workers is growing as the aging workforce retires, and this year a new generation of technicians will emerge, and they will have much more proficiency in mobile tools and apps, says Mark Forrest, general manager of Trimble Field Service Management. In addition to a strong grasp of the importance of the cloud and other next-generation solutions in driving success, this new breed of worker will be quick to adapt to change and embrace technology to resolve issues and increase collaboration with co-workers.
4. Enhanced Service
Profits will continue to depend on superb service, as field service executives realize a positive customer experience translates to higher customer loyalty. Delivering excellence is closely tied to the quality of work and information communicated by field technicians to customers, who use it to measure integrity, credibility, effectiveness and overall brand image. Organizations with customer satisfaction rates of 90 percent or more see service revenue increases of 6.1 percent and overall revenue growth of 3.7 percent, according to AberdeenGroup. Companies that track whether service commitments are met, tasks are completed on time, and scheduling is efficient are better positioned to deliver excellent service.
To receive a complete copy of Transforming Service Delivery: An Insight Report, visit www.trimble.com/fsm/insightreport.
For more information on Trimble Field Service Management, visit www.trimble.com/fsm.