Today, the field service industry trends are focusing on making processes more profit generating. As a result, the field service companies need to implement several best practice and technologies. To that end, automation of services, along with mobility for the field service technicians are being seen as the two most significant shifts in today’s field service offerings.
Working with real-time data helps field technicians to access essential customer and case information from anywhere in the world. Alongside, automated services are also helping field service companies to improve their first-time fix rates. Field service automation is proving to generate faster revenue, reduce costs, increase productivity levels, and ensure quality, accuracy, and consistency.
Along with automation, mobility is also gaining eminence for field managers to quickly and accurately respond to service requests. It is easier to tap into mobility thanks to the proliferation of mobile devices and cloud solutions. Delivering real-time data to field technicians via mobile also enables the field service companies to access essential customer and case information from anywhere in the world. Thereby, it can help field technicians with step-by-step guidance to improve their first-time fix rates or establish a direct line of communication between the technician and the customer.
In recent years, field service companies have also placed additional emphasis on soft-skills training to improve customer service, ranking it second to product repair training. For training purposes, businesses are also investing in augmented reality (AR) and virtual reality (VR) to run training simulations in a risk-free sandboxed environment without the need for expensive physical training materials. Besides, AR/VR technology is also useful in situations when a technician requires a second opinion on the worksite. Field service is no longer reactive- it is proactive. If the goal is to empower technicians, increase customer engagement, and transform field service into a profit-generating arm of the business, learning about these growing field industry trends is only part of the process. The next step is to look into a comprehensive service provider that can leverage the capabilities necessary to put these trends into action.
In order to help these industries better navigate the field service arena, a distinguished panel of CEOs, CIOs, VCs, and analysts along with the CIO Applications Europe editorial board has selected the leading field service consulting companies. We have evaluated, and shortlisted organizations that have significantly stood out as some of the most prominent companies in the field service arena for the year 2019. The organizations featured in this issue through their business knowledge and industry prowess has have established their eminence in the field service sector.
We present to you CIO Applications Europe’s “Top 10 Field Service Consulting Companies – 2019.”