Manufacturers strive to differentiate themselves in an era of connected products and services. And one way to make this happen is through improved service operations.
With field service analytics, contractors often on location to install, maintain, or repair equipment, systems, or assets, can enable higher customer satisfaction and profits.
From Cost Center to Competitive Advantage
The sheer volume of available information can do wonders for a field service operations. The data collected by a field services organization via its fleet and workforce management technology (as well as how a business uses this data) can set it apart from the competition.
Warranty Management is an example of this, which has traditionally been regarded as a cost center. Manufacturers are beginning to recognize that (when combined with the right platform, technology, and partner), the volume of data accumulated can actually be used to gain a competitive advantage.
Why Service Analytics is Gaining Momentum
With more connected equipment and sensors than ever, today’s manufacturers have access to more potentially valuable data nuggets.
A study by the Aberdeen Group found that field service organizations that adopted analytics technology saw their service profits increase by 18%, customer retention rates by 42%, and SLA performance by 44%.
Let’s look at some of the ways this can happen:
Ways in Which Service Analytics is Impacting Field Service
Field Tools & Knowledge Repository
Field Service Technicians are constantly under pressure to provide a solution or repair as soon as possible. They are sometimes given very little time to understand the nature of the problem they are called in to solve. Field service management technology provides tools and access to knowledge repositories to field service personnel on the job, allowing them to troubleshoot more quickly.
With field service technicians having access to information and insights, jobs get completed faster and result in a seamless experience for the customer, dealer, and manufacturer.
Machine Failure Prediction
Service analytics can help make an impact on reducing machine downtime and,as a result, project downtime for your customers.
Imagine being able to send an email notification to the dealer, telling them of a 40% probable engine replacement. With parts identified and ready to be shipped directly to the dealer, on their agreement.
Service analytics offer manufacturers real-time actionable insights to increase machine uptime, reduce part failures, and save on cost and effort.
New Opportunities
Manufacturers are drowning in data as IoT devices and sensors, connected machines, and other technologies proliferate. With the addition of smart learning models becoming more accurate, manufacturers can now use service analytics to drive decision-making.
The integration of field service analytics with the sales CRM system enables product cross-selling and up-selling. This, in turn, may reveal opportunities to boost aftermarket revenue.
Integrated View
Service was frequently viewed as an afterthought by many manufacturers, with service prices discounted or given away to promote product sales. Sales teams are pressured to sell products or equipment with little regard for the service team’s ability to execute.
This typically leads to a compromised customer experience as the service leader begins to reallocate resources to meet customer needs.
These operations can be handled more efficiently with service analytics. Field service operators can get a complete picture of all assets, products, and customer information in one location. As a result, they are better able to advise customers, resolve issues more quickly, and increase productivity.
The Future of Field Service is Seamless
With an increasing demand for personalized, actionable customer support, service analytics can play a significant role.
An entire ecosystem surrounds the customer, with field services is at the forefront. Putting analytical tools in their hands can empower personalized and quick service resolution.
By using field service data, businesses can create more lifetime value for their customers while improving business processes and practices across the service life-cycle.
The only question that remains is, how soon?
