Uncovered: 4 Essential Field Service Trends For 2018

Tuulia Sinijarvi

Tuulia Sinijarvi

Microsoft, Business Apps

Read Time, 4 min.

In a changing world of innovative new technology, connected devices, and shifting employee and customer needs, what trends are shaping the future for the Field Service industry and how can you embrace them?

Trend #1: Putting the right tools into the right hands

“It’s about empowering the field service engineer with more than just the simple task that they need to perform. By integrating data into the operations of field service engineers, we are able to shift a task-oriented engineer into a skilled worker.”

JB Chong – EMEA Business Development Lead, Dynamics 365 for Field Service

Whether it’s by having accurate and contextually relevant information, the right tools or parts for the job, or access to additional support, the empowerment of engineers is quickly becoming an essential requirement for field service businesses. By connecting data and devices, engineers are better informed and can provide a higher level of service to customers, while also being able to access the information they require, through online resources or quick access to experienced staff. As more experienced technicians from older generations step back from field work, this trend enables continuity and scalability for businesses. Now, the most skilled worker doesn’t have to be on site, with the field engineer empowered to collaborate from any location or use cutting-edge augmented and mixed reality tools to guide them through their task.

Setting the trend: Yougenio. See how an integrated platform and data analysis helped Yougenio reduce costs by 15% and ensured staff arrived on time for 100% of their appointments:

Trend #2: Breaking away from ‘break/fix’

“Everywhere we look there are thousands of connected devices that are able to connect to the internet. Each one of those devices has the ability to diagnose itself and be able to look for anomalies. You can now go from contact centre all the way through Field Service in a single system, which is something you couldn’t do five or 10 years ago.”

Ben Vollmer – Global Leader, Dynamics 365 Field Service

Where the customer was once required to make the first move when a fault occurred or servicing was required, connected devices making up the ‘Internet of Things’ (IoT) are now increasingly enabling a proactive approach for Field Services businesses. Today, the device itself can not only self-monitor and pre-empt when servicing is required, but also provide far more detail and context than would normally be provided, enabling engineers to arrive well informed and with the right equipment. This predictive maintenance model not only improves customer service relationships, but can also reduce costs through increased efficiency, and will become even more prevalent as the ubiquity of connected devices increases.

Setting the trend today: Sandvik Coromant. Find out how Sandvik Coromant used IoT to scale the services of its technical experts with predictive analytics:

Trend #3: Enabling new business models through connected Field Service

“Organisations are having to change their business models. For example, some would traditionally sell hardware and a service contract. Their customers are demanding a different approach, a ‘servitisation’ approach, and that means changing their business processes, changing their functional workloads and using the technology to deliver what the customers are asking for.”

David Brown – EMEA Service Cloud Platform lead

Traditionally, field service systems have been back office-driven cost centres, but today they are shifting to become profit centres or as-a-service centres, and the needs of organisations are rapidly changing.
Field service is increasingly becoming part of the overall customer experience, with customers demanding more information and visibility over operations, and more and more businesses looking to outsource all non-core service delivery operations and access an integrated suite of services. Organisations providing these services, therefore, will be required to invest in the transformation of their technology in order to meet this increasingly common customer requirement.

Setting the trend today: Sodexo. Learn how a major digital transformation initiative has delivered greater transparency for Sodexo, and genuine clarity and cost savings for its clients: https://enterprise.microsoft.com/en-au/customer-story/industries/manufacturing-and-resources/sodexos-digital-transformation-saves-millions/

Trend #4: Modern tools for millennial teams

“We’re pulling in a younger generation of technicians to do the work. As part of that, they have different expectations. They expect an app or a smartphone device that rules their workflows.”

Ben Vollmer – Global Leader, Dynamics 365 Field Service

Through improved efficiency, from the back office and out into the field, businesses can better serve engineers and their customers and, in some cases, provide services remotely. As companies recruit from a younger generation of millennial technicians, with different expectations than those before them, the tools available need to meet their demands – which, in turn, helps them to deliver the service levels expected by today’s customers. Integrated, connected data and modern solutions mean that processes, from scheduling and resource routing to updating customer records, can be enhanced and often automated without interrupting the normal flow of the business. With all information captured on the same device, engineers in the field can access crucial information normally confined to office locations, to help them better meet the needs of customers.

Setting the trend today: Handicare. Learn how Handicare connected its front and back end systems, improving staff performance and customers service:

Free whitepaper: Leading the future of field service

Connecting Field Service Management to the Internet of Things

Discover more related articles per industry:

Education

Finance & Insurance

Government

  • a woman sitting at a desk using a computer

    4 reasons Citrix and Windows Virtual Desktop are better together for government agencies

    Government agencies all over the world experience a huge transformation. Obviously, because of the COVID-19 pandemic the trend of remote work has taken off in ways nobody could have imagined a year ago. Since offices closed and civil servants needed to stay in their homes, remote work collaboration was the only option to continue serving […]

  • a display in a building

    How public health and social services can deliver better care with secure digital solutions

    The mission of Public Health and Social Services organisations is to provide the right services to the right citizens at the right time. But how can that be achieved against a backdrop of increasing regulation, growing demand for services and shrinking budgets? That’s the challenge that the IDC white paper ‘Transforming Public Health and Social […]

Healthcare

  • two people working in a lab

    Terumo migrates its SAP environment from ‘on-premise’ to Azure

    Terumo, a major player in the healthcare industry, has been active for nearly 100 years – and operating from Belgium for 50. The global company is a leading provider of medical devices, from hypodermic needles and stents, to life-saving heart and lung machines. Recently, the company’s EMEA headquarters fully migrated its SAP Enterprise Resource Planning […]

  • A woman undergoing a scan

    Predictive maintenance is improving quality of life for cancer patients

    With cancer affecting more than 17 million people annually, a figure set to rise dramatically in the coming years, efficient and cost-effective treatment is essential. Since deploying Microsoft Azure IoT, IBA Worldwide, a leading developer of medical equipment for cancer treatment, has been able to reduce the cost of maintenance and improve repair times for […]

Manufacturing

  • Two Engineers preparing to service a clean room

    ASML: Redefining customer support with mixed reality technology

    “In our industry, the stakes are high. If one of our machines were down for a day, the cost for a chipmaker could run into the millions.” Working under pressure is something that Michiel Haverkorn Van Rijsewijk has grown used to since he started as the Director of Customer Support at ASML in February 2020. Within a month of starting at the world’s largest semiconductor lithography equipment maker, the company’s long-established […]

  • A Maersk container

    Maersk and Onomondo: a partnership that’s making all the right IoT connections

    “I suppose you could say we were dating at first,” says Michael Karlsen, CEO and co-founder of Onomondo, as he recalls his company’s first meeting with Danish shipping behemoth A.P. Moller – Maersk in February 2019. He admits that the two companies were an unlikely corporate couple: the small, Copenhagen-based start-up IoT operator Onomondo with less than 20 employees, and the massive, 79,900-strong Maersk with its global fleet of over 700 vessels and 3.5 million containers.   The match was made by the Danish Energy Authority. “They knew we were very interested […]

Retail

Discover more related articles per dossier:

Customer Stories

  • A man at a factory looking at a tablet

    Making the Schiphol Airport more sustainable into the future

    With over 71 million passengers a year, Schiphol is one of the biggest airports in Europe. Giving all of the passengers the most frictionless airport experience as possible, 17,000 assets need to be serviced and maintained 24 hours a day, 7 days a week. In order to deliver service excellence and optimize the maintenance, BAM […]

Digital Transformation

  • Duty free shop

    Dufry: cultivating a culture of data through cloud technology

    One of the largest travel retailers in the world, Dufry is committed to digitizing its operations and becoming a fully data-driven company. In support of this target, Dufry is using Azure as a scalable, dynamic platform helping it reach a single source of truth. “We absolutely love data, but we don’t believe in using it […]

Press

Security & Privacy

Tips

  • Group of two female and one male office workers brainstorming in informal office setting. Both women are using laptops while the man is writing. Large screen shown in background.

    2019 Modern Selling Trends in 5 webinars

    The relationship between buyers and sellers grows more complicated each day. Every potential partnership requires finding the right buyer, fully understanding their business, tracking progress through the buying cycle, and engaging them with the right content—when and how they want it. These shifting dynamics underscore the artistry of modern selling. When the time is right, […]