What's Next in Field Service Innovation?

Paul Jhon, CIO Review Europe | Thursday, March 11, 2021

From this year onwards, the technology is going to turn the tables for the field service management domain. Let's have a look at some trends that change the face of the field service solution platform.

FREMONT, CA: Modern field service industry trends are shifting focus. They not only help in highlighting how to make processes more efficient but also how to change field service from a cost center to a profit-generating operation. Field service automation is helping to generate faster revenue, minimize costs, increase productivity levels, ensure quality, accuracy, and consistency, and more, making it one of the fastest-growing field service industry trends.

Field service automation software manages and automates slow and complex tasks, such as scheduling, dispatch management, contract, SLA and warranty management, inventory management, and more, to streamline the operational process and enable your employees to focus on more pressing issues. Let's have a look at some of the technological innovations in field service in 2020.

Machine Learning and Artificial Intelligence

ML utilizes statistical equipment allowing the systems to learn from data as it runs. ML is a significant component of a new generation of routing and scheduling skills that improve service using a time-based, predictive, self-learning routing engine. Also, ML optimizes other aspects of the field service, comprising the job assignments without human intervention.  AI is wrapped around this and permits the customers and employees to access information using chatbots and receive personalized recommendations relevant to the service call.


Since its inception, field service has always been mobile to some extent. With real-time and offline data, the field service technicians can provide value-add services directly from their mobile device without the customer calling the service department back to order those same services, enabling a seamless and smooth customer experience.


For a corporation, automation inspires visions of robots and assembly lines. To a marketer, it means building critical, dynamic digital marketing programs that engage audiences until the desired action takes place. In the field service, automation enables service reps to be more efficient and drive revenue.  Key customer and inventory data connect to the front and back-office applications that allow people to ask questions and get answers without speaking to a human – freeing up valuable time for higher-value customer interactions.

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