Technology

How to deal with Field Service Industry post-Covid?

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Written by Bilal Munsif

This article is about how to deal with Field Service Industry post-Covid?

Field Service industry the Post-Covid Era: Primary Challenges

Adapting to the rapidly changing world has become more difficult for organizations due to the Cove-19 pandemic. The field service industry is not exempt either. As about 50 percent of respondents from the field service industry reported that pandemic-related changes significantly altered their 2020 solutions.

However, there have been industry-specific challenges that have plagued many field service organizations. In addition to the usual anti-quid restrictions and supply chain disruptions. Let us look at the best-known ones.

1.   Ensure the safety of field workers and staff

New security restrictions are having a significant impact on field service organizations as well as other offline businesses. For most field service providers, ensuring the safety and security of their field workers and clients has become the number one priority. The Pandemic is causing 33% of these field service jobs to be put on hold, while 15% were considered normal.

Masks and gloves are provided to employees of organizations that provide on-site services. It is necessary to increase the initial rates so that service hours are minimized and compliance requirements are reduced.

Remote support systems help organizations resolve issues remotely by diagnosing them and addressing them remotely. It is true that, at times, organizations have developed unconventional ways of minimizing risk to accommodate their physical requirements for a technician or subject matter expert.

When sending out field service technicians for the first time, field service providers should try not to send to more than one location. To maximize the efficiency of fieldworkers and minimize client visits, alternatives incorporate remote diagnostics, basic guidance, and data.

2.   A greater number of field workers is needed, but fewer are available

There is an increased demand for field service organizations during pandemics. This isn’t surprising – with so many people staying at home, they will most likely encounter problems more often than expected. Not to mention the fact that many organizations must be placed into regional operation without delay.

As a result of organized needs, field worker illness, or organizations leaving, 41% of organizations needed to manage less workforce. Due to the shortage of field specialists, organizations are expecting to increase their efficiency while maintaining their security in the field.

The field management software of today is capable of optimizing routes, improving service delivery time. And increasing transparency of operations in the field. AI/ML-based tools and some dashboards like Field Engineer’s Field Service application,  help field workers to adjust their timetable on the go based on their current workload and location.

A study by McKinsey & Co shows that using field management software can boost the productivity of field workers by twofold – specialists are completing 8 jobs per day without the use of field management software. In regards to managing the field service industry’s operations, this is absolutely a good reason to rely on technical solutions.

3.   Maintain Quality Standards

The importance of maintaining quality standards isn’t diminishing by the overall instability. Those organizations that neglect to provide excellent service even on troublesome occasions will suffer over time.

The challenge of providing better service lies in orchestrating many processes and ensuring each is carrying out as per plan. Additionally, clients amid an emergency can be more enthusiastic and emotional, so there is no room for errors.

More and more organizations are implementing a data-driven methodology that utilizes artificial intelligence and analytics, and they are adopting various calculative methods, such as initial and average fix rates, and average fix times. If you collect all the information in one place, you can identify ways to improve the quality of the service you are providing.

In terms of more practical solutions, using checklists can be a quick and easy way to ensure quality. Field workers following the steps and following checklists assist your organization in handling your workers.

In addition to incorporating photos of the completed work into regular work processes, another method of ensuring quality is through the use of photographs.

Moreover, gathering feedback from clients is always a great way to find out how can we improve.

4.   Bringing it all together

Digitalization and the implementation of new technologies are among the most common techniques in transformation. Even though this has been a long-standing trend before Covid, the pandemic has turned into an incredible motivator for the field service organizations (and entire businesses) that would be moderate in their actions in one way or another. For businesses to succeed today, they must be able to consolidate automated processes as well as technological innovations, data-driven methodologies, and support for their daily operations. Our Managed Field Support Services company facilitates the automation of field service operations schedules and optimizes operations based on your company’s needs so that you can work efficiently without compromising on customer service.

About the author

Bilal Munsif