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AI FOR FIELD SERVICE

Continue with the example of modern customer expectations: Any lack of service orientation in field service can threaten revenue: Whether B2B or B2C, this means no rough timeframes for appointment - immediate, precise and reliable appointment lengths - and never (re)explaining issues to the field operative on site again. Loyalty to a service provider can fall away with an inability to meet these high expectations, pushing customers towards competition.

Service and operations managers have recognised that ongoing quality is no longer the domain of premium providers. Intelligent software provides significant support for competitive service business and ensures SLAs, adherence to deadlines and punctuality.

If you must make these planning processes reliable and flexible, you cannot just consider the time resources of your field operatives and the contractually agreed response times. Many other aspects play a role: How long will this particular job actually take for this particular customer? What qualifications should the technician have so that they can complete the job (quickly)? What materials do they need to bring with them and what does the customer have on site? What dependencies are there between individual orders? How can the route planned be optimised into a tour?

Even if you employ a few technicians, you cannot handle this complexity. With larger teams, planning teams become overwhelmed.

Read more: Tour Planning or Route Planning - what's the difference?

POWEROPT IN FIELD SERVICE

With the PowerOpt algorithm, all influencing factors are automatically combined to create a real-time deployment plan. A plan that immediately corrects and optimises itself - as soon as a field operative calls in sick, for example, a traffic jam occurs on the way to the next customer, or a repair takes longer than expected. There is no idle time, and backlogs no longer grow.

If intelligent technology supports planning, everything changes. Customers no longer call in, only to be offered a wide time window for their appointment. They choose their own appointment slot from automated, cost-optimised system suggestions. They are informed immediately when the field employee is en-route. Convenience is valuable, but there is another point that is often overlooked.

The shortage of skilled workers has hit the sector with full force. Convincing qualified staff to work for your company is more difficult than ever. A decent salary is one thing, but a good field operative expects more. At the very least, that the technology they work with is up-to-date and actually relieves them of their workload, including removing administrative tasks. Here, the PowerOpt algorithm colleague creates a win-win situation and assists with tasks such as mileage calculation.

In order for algorithms to really make a difference, it requires master data of good quality. Many companies have virtually no idea what is happening during the shift. Is the fleet on time, how many miles are actually driven? How satisfied are our customers? Live data from the field is the key to answering these questions and dynamic planning in real time.

FIELD SERVICE AI TO GROW OPERATIONS

Software solutions including FLS VISITOUR also supports growth in times when the search for qualified employees is pushing companies to their limits. Initial solution strategies often involve avoiding dispatch, but questions remain unanswered such as: How do I organise the highest possible utilisation of my employees? How do I achieve or increase customer satisfaction despite small numbers of employees and a constantly growing number of orders?

Automation does not replace people, but helps to manage an ever-increasing order volume through AI-powered productivity and efficiency tools. Software supports people with tasks that are annoying, have little added value and can therefore ultimately be automated - but it cannot do all of the thinking for them. PowerOpt designs a different level of control.

Monitoring on the basis of KPIs means making targeted adjustments in case of doubt or, if necessary, to re-parameterise according to shifting goals. The dispatcher retains their expert role for validation and, if necessary, pre-qualification in the kick-off of automated processes. The role as a social link between head office and field service is further enhanced.