The Future of Field Service Management: Trends and Insights
It is important to monitor trends and insights to stay ahead of the competition, even in field service management. This blog discusses all the important trends that you can leverage to improve your operations.
The field service industry has evolved with time and is still evolving. With all the new advanced technologies emerging at breakneck speed, robust technologies are capable of taking field service management to a new level. We are talking about artificial intelligence, machine learning, and automation transforming the different field service operations for the better.
However, every business whose operations revolve around FSM needs to monitor trends that can shape business activities in the coming years to stay ahead of the competition. For example, Nomadia’s FSM software utilizes artificial intelligence to determine the technicians’ appointment slots. It is essential to choose the right optimization software to maximize the value of your investment.
The new technology opens up a gateway to streamline operations with minimal human intervention. Are you interested in learning more trends about field service management? This guide discusses the top FSM trends in 2024 that every business should keep an eye on.
Trends and Insights Related to Field Service Management
Field service industry trends are changing as different organizations try to provide customer service as a competitive advantage with increased expectations. The main areas of change for 2024 include several trends and insights that can influence how organizations optimize their field service operations and enhance customer experiences. These include:
1. Increased Adoption of AI
AI has already made a critical entry in many organizations. Investments in IoT and AI have become common across healthcare, manufacturing, retail, and other industries. These specific technologies can also benefit the future of field service management. For example, augmented reality glasses and IoT sensors could help identify where the customer needs some help. They can also provide field service workers with remote assistance and support if needed.
Like, Nomadia’s FSM software‘s artificial intelligence optimization engine uses around 150 parameters to create optimized schedules based on real-time conditions and situations.
2. Increased Use of Self-Service
Self-service portals often offer an initial point of contact between an organization and a customer. These portals can also capture details about the customer’s problem. Those details inform field service teams about what to expect and where to resolve the specific issue. Meanwhile, self-service also offers field service teams a starting point to find different resolutions.
For example, field service management software features a smart appointment scheduling app, which allows customers to easily schedule appointments.
3. Use of Cashless and Mobile Payments
Several customers use cashless payment options compared to earlier times. This means digital payments have increased across the board, from apps like PayPal to instant transfers. Mobile payments also offer customers more convenience than physical cards or cash. Organizations that cannot invest in contactless card readers can enable mobile payments in several ways.
4. Broader Focus on Sustainability
The corporate focus on sustainability and other eco-friendly practices shows no signs of slowing down. However, field service requires travelling, too, so organizations should find other ways to reduce their respective carbon footprint regarding fuel consumption and different vehicle emissions. Nomadia’s FSM software can help in reducing the mileage by 20-30% with smart planning and route optimization; lowering the CO2 emissions.
5. More Focus on Employee Experience
Organizations should aim to improve their respective employee experience as they continue to face a field service talent shortage. This can take several routes, which include
- Flexible or hybrid work options can improve someone’s work-life balance. This can help employees be productive in ways best suited to their respective work styles.
- Improve onboarding to introduce all kinds of new employees to the company and then decrease turnover.
- There should be a norm to support dispatch from employee homes rather than a particular central office. This process could also reduce time spent in traffic to help the workers get to customers faster.
6. Continued Investment in Cloud-Based Software
Real-time monitoring can help different organizations send the nearest field service technician to customers for assistance. Yet, it also requires instantaneous access to all kinds of technician and customer information. This support often requires continued investment in FSM cloud-based software. These field service management tools and systems will continue to be an important part of improving customer experience in the coming times.
7. More Training on Soft Skills
Employees receive training on different technologies and knowledge needed to do their respective jobs. However, field service workers also need to cultivate soft skills to improve customer experience. Examples include empathy and interpersonal communication. Organizations should invest in soft skills training in the coming years to ensure employees develop those skills. With proper training, technicians can deliver top-class service to customers and optimize their schedules to reach their destinations quickly.
8. Divert Your Focus on Predictive Maintenance
Several field service organizations will implement predictive maintenance programs in the coming years. Sensors installed on equipment will collect data on usage levels, operating systems, and performance. AI analyzes this data to predict when parts are likely to fail so technicians can perform maintenance in time. Predictive maintenance benefits both field service companies and customers. It helps ensure less unplanned downtime and lower costs because fewer emergency service calls are required.
9. Automation with Field Service Maintenance Software
Automation has already transformed field service operations, and the trend will accelerate further in the upcoming years. Many routine tasks are handled automatically with field service management software. This will free up the team of any organization to focus on complex, high-value work.
Meanwhile, knowledge management systems organize and share all kinds of information across an organization. Technicians have on-demand access to resources with a centralized knowledge base. The best examples are product manuals, customer data, and other important standard operating procedures.
10. Increase in Independent Contracting
The rise in independent contracting within the field service industry offers both benefits and challenges for companies. Independent contractors bring flexibility and specialized skills to address labor shortages. Hence, managing them requires careful attention to training, scheduling, and relationship-building. Field service companies will continue to implement efficient onboarding processes to promote strong contractor relationships. This will help maintain a balance between in-house technicians and contractors to optimize their respective workforce dynamics and ensure quality service delivery.
Final Thoughts
You can always strengthen your relationships with customers if your organization follows all the current and future field service management trends. The benefits of field service management can be many. The most common ones include increased customer loyalty, employee retention, and even increased revenue.
One common way your businesses can achieve significant growth in the coming years is by investing in new FSM technologies. Leveraging new trends and advanced FSM software can optimize processes and enhance the customer experience.
Nomadia Field Service Management software is an advanced FSM software that features the latest technologies. It makes scheduling maintenance, controlling, auditing, and service activities super simple. Request a demo today and explore how Nomadia software can improve field service management.