Connected Field Service

Is your organization ready for Connected Field Service?

Connected field service expands on the features of traditional field service management solutions. There are several key factors things to consider before go further:

  • The specifics of your company regarding the current state of the field service management tools already in use
  • The team
  • The digital readiness at your company
  • The detected need to improve KPIs
  • Servitization model

Companies which already actively use basic field service management tools are those who need to consider to move on to the next level. In that case the team is already accustomed to using a field service management tool into standard operating process. At the same time the stakeholders have already acknowledged the value of traditional field service management. The organization has to be mature enough to proceed with connected field services.

Technicians –the heart of the team are people with great expertise and experience at field services. They are experts within their industries, create new sales opportunities, and detect product competitors while at the client site. Technicians often have to perform initial diagnostics only to find that additional follow-ups are needed to complete the repairs. Is this your case most of the time? If it is so, your organization is ready to take advantage of connecting field services and you can increase the capabilities of your team by improving field technicians’ efficiency while on-site. Due to the connected field services the technicians arrive to the client site prepared and ready to cope the issue at hand.

The digital readiness at your company is on high level. Fewer Field service organizations are implementing advanced technology like automated, optimized scheduling, for example. Your key stakeholders have to possess an awareness of how the various components of a field service software (such as CRM, the Cloud, and IoT) can advance current operations. If there is a core group of technology enthusiasts within your Field service organization who perceive new technology to be an opportunity rather than a threat, you are well on the road to introducing connected field service.

The need to improve KPIs is a leading factor in the decision to implement connected field services. Main KPIs which benefit are revenue and profits, first-time fix rates, drive and service time, client satisfaction and invoiced jobs.

The rise of servitization – in modern world successful organization doesn`t sell products. It sells the use of a product and the services! If your company is in front of doing innovative business, connected field services are the leverage to do it.

Let’s take a look at three levels of Connected Field service management.

Basic Connected Field service

Basic Connected Field service

If an anomaly is detected, an alert is sent to the field service management system, and a technician is automatically scheduled and dispatched to investigate without any human initiation. This technician is dispatched before the client even knows there is a problem.

Advanced Connected Field service

At this point, when anomaly was detected and the alert is sent, instead of immediately dispatching a technician, the field service management system sends a command back to the device, instructing it to perform a simple command to see if that fixes the problem. The field service management system then waits to see if another anomaly alert is received. If the initial command did not work, then a work order is automatically created and a technician is scheduled and dispatched.

Advanced Connected Field service
Expert Connected Field service

Expert Connected Field service

At the expert level, the field service management system tries multiple ways to attempt more detailed troubleshooting. This technique exhausts all automated options for fixing the distressed equipment before a technician is scheduled.


Have a look at our free company booklet

Divide his creature cattle first sixth you fruitful midst man own kind morning night from thing signs and void day. Lern in our booklet more about:

Field Service Business Process
Colloboration and communication
Basic Connected Field Service
Internet of Things and Advanced analytics
Multi-Warehouse Inventory