Improving the efficiency and profitability of processes has become the great challenge of field services, which in recent years have been transformed from cost centers to profit centers. Behind this evolution is the interest of companies in incorporating strategies and technological resources that improve efficiency, drive product development and reduce costs.
The development of specific technologies capable of optimizing maintenance tasks on site or remotely will help improve productivity and achieve increasingly efficient processes. Device sensorization and data analysis, connectivity between technicians and machines, machine learning based on artificial intelligence and predictive maintenance come to support the industry.
Applied to field services, these technologies allow inspection, tracking and service of facilities, networks and assets distributing resources more efficiently. In addition, keeping field teams connected and putting technology at the center of their daily activities and critical operations prepares companies for unforeseen events.
Another important factor, along with security and cost savings, is the quality of service and customer interactions. More and more organizations incorporate technical support into their overall customer experience strategy and adopt innovative technologies, such as IoT, to resolve each service request as quickly as possible and increase the First Time Fix ratio.
In this way, they not only offer a higher quality service, but also improve the profitability of each request. This allows them to considerably reduce maintenance costs. As we see, the future of maintenance services inevitably involves the incorporation of technologies that help to optimize planning and rationalize technical and human resources.
Automation of processes
Thanks to automation, all the information obtained (both from machine sensors and key customer data, parts inventory, complete work histories or other programming data) is structured autonomously to improve its location and processing.
This allows the technicians to offer a more personal and quality service to improve customer satisfaction and make better use of all resources. In addition to direct cost savings, customer loyalty is improved, which affects the contract renewal rate and cross-selling.
Device Connectivity
Connecting all the devices through sensors allows to monitor the elements of any machine. This provides a large volume of data in real time to know the status of the device and diagnose the origin of errors (level of wear or lubrication of the gears, temperature of each machine, etc.).
In this way, it is no longer necessary to move employees to detect and identify possible incidents, but rather to schedule the visit with sufficient resources to resolve the incident at first. In addition, the devices check themselves to anticipate service needs, allowing companies to take a proactive stance in maintenance services.
In this way, it is no longer necessary to move employees to detect and identify possible incidents, but rather to schedule the visit with sufficient resources to resolve the incident at first. In addition, the devices check themselves to anticipate service needs, allowing companies to take a proactive stance in maintenance services.
Prediction of incidents
The application of the IoT allows to connect the data and measure multiple variables to obtain a large volume of data on the performance and status of the machinery. The analysis of this data results in valuable information and improved operational visibility.
Predictive maintenance allows you to identify potential service, safety or compliance failures before they occur or become severe and address any issues in advance. This means that repair times are minimized, device life is extended and device availability is increased. This ensures service and reduces unwanted interruptions.
Mobility of resources
Another advantage provided by machine connectivity is remote diagnostics. Although not all tasks can be performed without the physical presence of a technician, there are others that can be initiated autonomously.
Remote diagnosis of problems in machines or equipment will improve the productivity of technicians and speed up the resolution of incidents. Response times are reduced: faster and more decisive visits; technicians attend to more service orders every day. Customers will benefit from less equipment downtime and better service and response.
Automation, sensorization and device connectivity, the basis of the Internet of Things (IoT), facilitates predictive maintenance and remote diagnostics. Going on site only in essential cases, optimizing processes and increasing remote resolutions is essential to make field services profitable.
