Choosing the Right Technology for Your Field Service Business

At the tail of end of 2022, we find ourselves in something of a digital transformation arms race. With a desire among field service organizations to be seen as the most technologically progressive out of their peers, digital transformation can all too often become a case of throwing everything at the wall and seeing what sticks.

However, the implementation of fresh digital technology should always be considered carefully and with the goals and needs of the greater organization in mind. Most technology requires a significant outlay of investment which means the bean counters in accounting are going to want to make sure that investment leads to a sympathetic return – either in reduced costs over the long term, an increased intake of business, or time savings which allow more work to be completed in less time.

This is why knowing which technology to select for your digital transformation is of critical importance and can prevent your organization from throwing good money after bad.

Improve Business Processes

With the landscape the modern field service industry is operating within – especially considering the talent crisis being experienced in the business – employees are increasingly being asked to do more with fewer resources.

Because of this, it is becoming increasingly important than business processes be automated and optimized as much as possible, to allow critical staff to focus their attentions on other tasks which cannot be overseen by technology. Scheduling, dispatch, reporting, and other administrative tasks can all be effectively automated and handed over to technology with relatively little in the way of investment. Due to the substantial number of SaaS providers out there today, it’s easier and less costly than ever to add these functions to everyday business processes.

Then there’s the business of actually conducting field service work. Smart devices installed in vans and carried by technicians can automatically plan daily routes for the most optimum workflow between clients. Not only this but crucial information can be delivered straight into their hands – including reported data from predictive maintenance technology – which can ensure they step onto a site armed with all the details they need to conduct the job in the shortest time possible.

These are only a handful of examples, but ss you can see, streamlining and improving business processes should be a top consideration when deciding which technologies to implement and which to avoid. If the technology doesn’t help your business perform its core function more efficiently and effectively, then it’s probably best to reconsider its implementation.

Ease of Use

Inevitably, when innovative technology is introduced, there will be a certain amount of resistance from legacy staff who are used to doing things a certain way. With the average age of the field service workforce skewing slightly older, this could perhaps be more of an issue for our industry than in others.

This is why making sure modern technology that your employees are going to operate directly is simple to understand and operate should also be a top consideration when choosing its suitability for your organization. Not only is intuitive and easy to understand technology more likely to be accepted by your workforce, but it also means less time and money needs to be expended on training sessions to instruct them in its use.

Always seek input from your workforce when selecting technology for your digital transformation – it will likely end up saving you considerable amounts of money if your do.

Futureproofing and Security

To get the greatest ROI out of your new technology, you want to make sure it will be able to serve your business for a long time after the initial purchase.

It may be tempting to take a chance on a bright new startup but consider whether that company will still be around in the next few years. Will they still be able to provide important updates and service long into the future, or will they disappear and force you to seek an alternative provider? If it’s a cloud-based service, will the servers simply go offline one day never to return?

These questions and more may incline you to invest in technology from a more established and proven provider.

In the modern cybersecurity landscape, you also need to be confident the technology you are introducing to your business is from a provider which takes security seriously and will be providing consistent and constant updates to ensure the latest threats are not going to disrupt your operation. Data breaches are devastating to income and reputation, so ensure any technology – especially when it’s connected to the internet – is as secure as possible.

Final Thoughts

There are just a few factors to consider when selecting technology for your field service business. It always pays to do your research and not just go for the new shiny thing, if you want your investment to result in streamlined processes, happier customers, and increased revenue.

Join us on workshop day to take an active part in addressing advanced tech solutions over shiny gadgets – best practices on finding and implementing new technologies, with Director of Global Service and Repair at Arthrex, Geoff Bragg, at Field Service Medical 2023, being held in February at the Hilton San Diego Bayfront, CA.

Download the agenda today for more information and insights.