Published – Dista
Businesses are adopting new-age digital technologies to cater to a rising shift in consumer demand. They are leveraging field service management software and AI/ML-based automation platforms to streamline their operations and improve operational efficiency.
According to a report by Zion Market Research, the global field service management (FSM) market is forecasted to hit a whopping USD 6.68 billion by 2023. A field service management tool automates manual tasks like work orders, collecting dispositions, job assignments, scheduling, and more.
Read on to get an insight into the key trends we expect to impact the field service industry in 2023.
Field Service Management Trends for 2023
1. Empower field service technicians
According to experts, most field service organizations consider investing more in mobility as a top investment priority. Field service apps empower technicians to complete their tasks seamlessly on the go. Comprehensive field service management software offers a dedicated app for field agents to check their schedules, take photos, write notes, navigate to the customer’s location, and more. The app also helps them refer to knowledge articles, product guides, and communicate with the back office with a one-tap calling button to address the service request efficiently. This helps complete more daily jobs and improve the first time fix rate.
Digitizing work orders improves technician efficiency and eliminates several manual tasks and paperwork. In 2023, mobility will be even more crucial as field management apps with robust capabilities will take center stage.
2. Focus on customer experience
Improving customer experience is at the heart of any service-oriented business. Leveraging comprehensive field force management tools will be a powerful strategy for enhancing customer satisfaction next year. AI/ML-based field force automation software also offers vital business insights that help many businesses with analysis and decision-making. One of the field workforce trends in 2023 is expected to focus on training field executives to improve customer interaction. Moreover, organizations will invest in helping field technicians leverage field service apps to their full potential for better productivity. They could also leverage FSM software to streamline customer communications and boost visibility. These tools will allow your field workers to collaborate with your customers to resolve issues and improve customer service.
3. Blended workforce adoption
The field service industry has a blended workforce of full-time and part-time employees, third-party workers, on-demand contractors, and more. Businesses mainly leverage this model as it helps them respond to changes in seasonal demand and fill coverage gaps. The industry needs more skilled labor to perform technical tasks, and at the same time, there is high attrition in field service technicians. Following “The Great Resignation,” companies will witness the effects of labor shortage even in 2023.
The demand for installations and repair services will continue as more individuals are projected to spend on goods. This, in turn, will increase the need for contractor recruitment and a dependency on third-party workforces. In 2023, field service providers will employ blended workforces to maintain the flexibility and capacity required to meet the growing demand.
4. Surge in AI and automation adoption
Field service organizations typically tend to rely heavily on manually intensive processes. This results in field agents spending less time on crucial tasks and more on regular day-to-day activities. However, in 2023, organizations will increase the adoption of AI-based field force scheduling software to automate tasks like scheduling and assigning jobs to field technicians based on multiple business rules like skillset, proximity, availability, and more. By leveraging a robust field force management solution, businesses will optimize their operations and see an improvement in service technician productivity.
5. Focus on predictive maintenance
With predictive maintenance, organizations can leverage AI, ML, and automation to predict device failures before they happen. More field service management companies will use preventive maintenance technologies to enhance customer experience.
Field service organizations are expected to embrace predictive maintenance solutions as it reduces device outages, foresee customer requirements, and significantly decrease costs. Field force management software proactively monitors device health and creates alerts to mitigate any breakdowns, thereby helping extend machinery life. This contributes to improving service quality and enhances customer satisfaction.
6. Self-service portals
Customers continue to demand greater transparency in service requests. They want to be well-informed and need more visibility in their requests with quick and easy access to information like appointment calendars, technician details, and the ability to track their live ETA.
Organizations will invest more in client self-service portals to cater to these customer needs by offering 24/7 online support. Moreover, vital information like knowledge base, FAQs, and other resources will be made accessible to them.
Customers can leverage a self-service portal to create service requests and share critical information regarding the device. They can view past service calls and get their queries resolved without engaging a technician. A self-service portal is a great way to empower the customer and increase customer satisfaction.
7. Leverage AI and analytics
Growing business competition has forced businesses to become data-driven. Robust AI/ML-based systems give them insights into the probability of specific scenarios in the industry and market. In 2023, the investment in advanced analytical tools will increase to gain a competitive advantage. These tools help business leaders make data-driven decisions and form intelligent business strategies.
All the above trends are majorly customer-focused and are expected to help shape the field service industry in 2023. There will be a rapid digital transformation and an increase in product complexity to meet evolving customer expectations.
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TimeLinx delivers innovative project & service management software as a complete solution that perfects the sell-track-manage-support-bill cycle that services organizations must have to delight their customers; TimeLinx brings the cycle together in a single application that offers less frustration, better project management, complete reporting, and improved profitability – all specially designed for Infor and Sage.