4 Ways IoT Eases the Field Service Tech Workload

Four Ways IoT Alleviates the Workload on Field Engineers

In a new Field Service News White Paper, we discuss the many changes field service faces, including a workforce shortage, and explore how IoT may have some answers. In this excerpt from that paper we outline five key areas where the impact of real-time IoT data across the field service workflow can help us achieve less with more.

Indeed, there are multiple benefits that the introduction of an IoT-based workflow can have on field service operations, in turn, help to mitigate the impact of the workforce shortage we universally face.

However, when our human resource is our most valuable asset, as we’ve expressed throughout this paper, it is also important to consider the impact that introducing such technology into our workflows can have on our field service engineers as we seek to provide them with an engaging and enjoyable working environment, which will play a major role in reducing employee churn – something we must of course, avoid at all costs.

#1 Pro-active maintenance schedules:

The implementation of IoT systems allows field service leaders to offer customers timely repairs due to real-time alerts, dramatically reducing system downtime. While this is, of course, a benefit to the customer, it also allows for much greater efficiency in the allocation of the field workforce, allowing for optimized routes that can be far more productive than a break-fix-reliant approach to service delivery would yield.

For the field service technician, a proactive schedule can be optimized so that their final job of the day is the closest to home. This is in contrast to the break-fix call that comes in just before the end of their shift, requiring them to travel for an hour in the wrong direction.

#2 Enhanced Technician Efficiency:

Field service engineers, equipped with data-driven insights provided by IoT, can diagnose and resolve issues with much greater efficiency.

This empowerment through information streamlines workflows and elevates the capacity for on-site problem-solving, optimizing engineers’ productivity and effectiveness in the field and increasing the key metrics for field service operations, first-time fix, and technician utilization.

For the field service engineer, one of the most fundamental aspects of the job that appeals is resolving the customers’ problems. Empowering them to do this and reducing uncertainty from the job as possible will undoubtedly lead to a happier field service workforce.

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"IoT's reliability to field service operations reinforces customer loyalty and enhances the company's reputation for quality service delivery..."

#3 Cost Savings through efficient scheduling:

IoT’s intelligent diagnostics significantly reduce emergency call-outs, which are both costly and disruptive. Efficient scheduling, made possible through accurate data interpretation, allows for cost-effective planning and resource allocation.

Such strategic planning directly translates into considerable cost savings for field service operations, driving greater return on investment per head across future field service technician recruitment, training, and development programs.

For the field service engineer or technician, reducing total cost savings across the field workforce could open up further training and development opportunities for those who wish to grow with the company, offering a great incentive for loyalty.

#4 Improved Customer Satisfaction through Faster response times and minimal downtime.

IoT advancements contribute to improved customer satisfaction through markedly faster response times to service requests and the minimization of equipment downtime. Customers benefit from swift service and enduring equipment performance, bolstering their trust and satisfaction with the service provider.

IoT’s reliability to field service operations reinforces customer loyalty and enhances the company’s reputation for quality service delivery.

Although a soft benefit in terms of mitigating the issues of a reduced workforce, providing a better working environment can reduce employee churn across the field workforce. Simply put, happy customers will always result in happy field service engineers.

Of course, these are just a small selection of ways in which IoT may help a field service organization overcome the challenge of reducing the number of field service technicians.

This paper is designed to highlight the broader impact of IoT on the field service operation in general, but should you wish to explore any of the above or additional benefits that can be leveraged by adopting IoT tools within your field service operation, our partner on this project, Peach Group have an excellent team that has been helping their customer base move beyond surface level benefits of IoT for many years – you will find their contact information on the final page of this paper, which you can download for free with an FSN FREE membership.

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