
BLOG / SOLUTIONS · FIELD SERVICE DIGITALISATION
DIGITALISATION IN TECHNICAL FIELD SERVICE: CORE ELEMENTS, CHALLENGES AND SOLUTIONS
02 August 2023 · James Alex Waldron
Begin your journey with the key elements, challenges and approaches to solutions shaping the development of modern field service.
CORE ASPECTS OF DIGITALISATION IN TECHNICAL FIELD SERVICE
Digitalisation has many facets that have the potential to fundamentally change and improve technical services. The following key elements are increasingly shaping customer service:Moving to Cloud technology
Cloud technology can significantly improve technical service operations. By storing data and applications in the cloud instead of on local servers, field service operatives can access the information and tools they need anywhere, anytime. This increases efficiency, improves response time and can help increase customer satisfaction.
Use of Artificial Intelligence and Machine Learning
Artificial intelligence (AI) and machine learning (ML) can help automate and optimise service processes. For example, chatbots and virtual assistants can answer customer queries, while predictive maintenance algorithms can predict the optimal time for maintenance and repair work.
Application of the Internet of Things (IOT) in Service Processes
The Internet of Things (IoT) enables improved data collection and analysis. Sensors can provide real-time data that can then be analysed to identify maintenance needs, prevent failures or optimise the efficiency of equipment and facilities.
Mobile Technologies and Apps
Mobile technologies and dynamic apps allow service technicians to access information and tools wherever they are. They always have everything at hand (e.g. asset history) and can communicate with head office and the customer. Networking with the order system or route planning speeds up the processes.
Augmented Reality in technical field service
Augmented reality (AR) can help service technicians manage complex tasks by superimposing additional information or instructions directly into their field of vision. Remote support can be networked in to increase efficiency, reduce errors, and improve service quality.
Big Data and Data Analytics
Big data, data analytics, and management insights can help optimise service processes and increase customer satisfaction. By analysing big data, patterns and trends can be identified, which can help optimise service processes and predict customer needs.
ADVANTAGES OF DIGITALISATION FOR TECHNICAL SERVICE
Digitalisation offers many advantages that can make technical field services more efficient, cost-effective and customer-oriented. The most important advantages and effects of digitalisation in field service:Increasing Efficiency and Reducing Costs
By automating routine tasks such as resource planning, using predictive maintenance and being able to access information anytime, anywhere, technical service can increase its efficiency and overall productivity. This not only leads to faster service delivery, but also to significant cost savings as less time is spent on administrative tasks and less downtime occurs.
Improving the Quality of Service
Digital tools enable service teams to diagnose technical problems faster and more accurately. In addition, digital technologies enable technicians to perform complex tasks more effectively, resulting in higher service quality and first-time fix rates.
Increase Customer Satisfaction
Digitalisation also improves the customer experience. Customers can submit service requests online, track the status of their requests in real time and have the ability to provide feedback quickly and easily. In addition, accurate and efficient service delivery enables higher customer satisfaction and contributes to building loyalty.
Security Aspects and Compliance
The digitalisation of technical services can also help to ensure compliance with safety standards and regulations. Digital documentation and tracking enable transparent and traceable service performance, which can be an advantage in the event of audits or legal disputes.
Overall, digitalisation is making a significant contribution to modernising technical service and flexing to fit for the future. It not only enables a more efficient and effective service delivery, but also ensures that customer satisfaction is increased and the service itself is further developed.
CHALLENGES AND SOLUTIONS
The introduction of digital technologies in mobile technical service also brings a number of challenges. Here are some of the most common problems and possible solutions:Data Protection and Security Concerns
Digitisation is often accompanied by increased data collection and processing, which can raise privacy and security concerns. To overcome these challenges, it is important to implement robust data protection policies and ensure that all digital technologies comply with data protection standards. Standards change - demand flexibilty and the option to future-proof your workflows when choosing your solutions provider.
Technical Hurdles and Investment Costs
Implementing new digital technologies can require significant investment in hardware, software and training. To overcome these hurdles, it can be useful to plan a phased implementation and carefully evaluate the ROI (return on investment) of each technology.
Read more: How important is the preparation of a business case?
Employees and Roll-out/Acceptance
The introduction of new digital tools often requires extensive training and can be met with caution from staff. To overcome this, it is important to clearly communicate the benefits of digitalisation, begin early, design extensive training with them, and listen to concerns and feedback.
Digitalisation is an ongoing process and requires constant adaptation and development. However, by taking these challenges into account and implementing appropriate solutions, technical service operatives can realise the full potential of digitalisation, suggest tweaks to workflows, and provide a high-quality, and efficient service.
THE FUTURE OF DIGITALISATION IN TECHNICAL SERVICE
Digitalisation in technical service is a necessary development to survive in today's competitive and cost-intensive business. It brings a number of benefits, from increased efficiency and transparency, to reduced costs and improved service quality/satisfaction. At the same time, however, it also presents challenges for companies to overcome.The technologies we see today are only the beginning. With less gatekeeping and easier adoption across artificial intelligence, the Internet of Things and augmented reality, we will see even more successful digitalisation in technical field service in the coming years. New technologies will make it possible to further optimise service processes and open up new business models.
Companies that actively drive digitalisation in their technical service, while addressing the challenges it brings, will be able to deliver exceptional service to their customers, improve their performance and strengthen their competitive position.
START YOUR JOURNEY TO TRANSFORM FIELD SERVICE OPERATIONS
We evaluate your field organisation's process efficiency, planning quality, and cost structure. To gain an understanding of tools to optimise the field experience for your workforce and customers book a short discussion or contact us at info@fastleansmart.com.Read more:
5 actions to improve Customer Experience in Field Service
Scheduling: Key to a Workforce Management Ecosystem
Route planning SaaS: Your competitive advantage
Cost control: Reactive maintenance with Field Service Management software

JAMES ALEX WALDRON
UK Marketing Manager
+44(0) 1183 800189
Send email
James Alex Waldron has worked in written communications for over 15 years. Since 2021, he has written for FLS and the Solvares Group on the topics of digital field service transformation and mobile workforce management, and regularly provides insight to the industry press.