The Future of Field Service
Imagine this… Someone throws the weekly trash into the waste bin outside their office building. The sensor inside the bin picks up that it’s now 80% full and automatically sends a notification to the dispatcher.
On his screen, the dispatcher can see where the bin is and which truck’s pickup area it’s in. It takes one click for him to assign a new work order to the right truck driver. The stop automatically gets added to his route for the next day.
But, unplanned things still happen… The driver gets a notification of an emergency pickup that he needs to do. There’s a football match at a stadium close by and 10 bins have just reached 80% full. He accepts the new work order and his schedule and route are automatically updated. He reaches the stadium in time and empties the bins before they overflow.
What makes this scenario so different from the way things work today?
The difference lies in being event-driven instead of request-driven, like we are at the moment.
With request driven field service:
• You pick up bins on a fixed schedule.
• They are emptied irrespective of how full they are.
• And you find out about overflowing bins from an angry customer.
In contrast, with event-driven field service:
- You have access to real-time data that lets you optimize your routes and respond to emergency situations faster.
- You only stop to empty a bin when its contents have exceeded a certain threshold.
- And customers never have to call about their waste bins overflowing again.
Why do you need to move to event-driven field service?
The main benefit is the improved effectiveness of your field service teams. Not only will they respond to situations faster, improving efficiency, but they will only respond when certain conditions are met, making them more effective. This eliminates truck rolls to locations that don’t require it and it automatically increases services to locations that do. Moving to event-driven field service reduces costs and increases customer satisfaction.
In a different example:
Real-time sensor and IoT data makes it possible for you to pinpoint problem areas on equipment before dispatching a technician. Knowing what is going on in real-time allows you to plan spares, do better route planning and improve your first-time fix rate.
So how do you get started?
Each part of this shift towards event-driven field service is enabled by technology. You need sensors and data, but you also need a software platform that can connect the pieces and set everything in motion.
Before investing in any technology it’s important to create a strategic roadmap that shows how your organization is going to get from where it is now to where you want it to be in the next 12 to 24 months.
Whether you’re writing out work orders with pen and paper, using mobile apps or planning your first IoT pilot program. We’ll show you how to create a strategic roadmap to enterprise deployment of the Internet of Things from wherever you are on the maturity curve right now.
By the end of the series you’ll have a roadmap to present to management as the start of a business case.