As many industries concentrate more on keeping customers happy, they’re searching a new perspective to maintenance driven by insights, rather than errors and missteps. The IoT is transforming the way industries maintain equipment, resetting customer expectations within the process. As per the Salesforce survey, more than half of field service organizations are still using manual methods to serve clients and establishes trust. The manual method means they still have to send a representative out on the field to fix the errors or regular check-ups.
Whether it’s unplanned interruptions or scheduled maintenance, manual field service is time-consuming and expensive. It is a little bit challenging to make sure the right technicians should go to the right place and at the right time. As technologies emerged to make customer service better oriented with customer-centric, effectiveness-focused operations, we recognized the mission’s crucial advanced technologies. Automation is one of the frontiers for customer service.
Another innovation area for field service is Optimization. While there have been several advances made over the years in field service as well as the Optimization, they have been very gentle compared to the potential evolution it can adopt.
Let’s take an example of a wind turbine servicing. Technicians get an alert that turbines are not spinning as properly as it should. Technicians will take several hours to go to a place where the wind farm is located, then to put a harness and seize the tools, and then they need to climb to the top of the wind turbine and resolve the issue. This way fixing the error may take several hours to resolve. Instead of this, if they could remotely recognize the concern, it will also save a huge amount of time and money. If they recognized the issue before the time, then they can assure that the issue will be resolved more effectively.
1. Real-time Analyzing
Using IoT Sensors, technicians can constantly analyze assets for a position, speed, and any other parameters that could affect product quality or arrival time. Depends on speed and distance, ETAs would be calculated constantly. Here dynamic notifications help to keep in the loop at any given time.
2. Remote Asset Management
A smart connected asset enables operators and field services experts to connect to it from anywhere in the world and remotely recognize concerns to begin troubleshooting the issues. This is crucial because it can give information on a problem, more precisely, how it can be resolved without going into the field.
3. Proactive technicians
As IoT devices report their status, an IoT platform uses analytics containing AI to recognize issues that may need repair. Alerts are then sent to technicians present on the field, helping them with the urgency of the current situation and allowing them to address the concerns and get it resolved proactively.
4. Predictive maintenance
Miserable failures are the prime concern as AI-enabled predictive and prescriptive analytics is being utilized to inscribe hurdles in real-time. Asset and equipment maintenance are shifting from scheduled to an as-required basis, minimizing costs and improving uptime. From condition-based monitoring and digital twin creation to remote asset diagnosis and troubleshooting, the uses cases seem to be never-ending and truly transformative for AI and IoT in field service.
Today, companies are already experiencing the financial advantages of lowering maintenance costs and minimizing unplanned downtime events via these technologies. As these technologies mature and emerge out, and organizations continue to invent new ways to leverage them, we will see industries truly transform field services.
New Revenue Stream
Utilizing IoT for preventive maintenance enables companies to initiate with selling services on a subscription basis likewise SaaS — rather than selling products on an irregular basis with a service contract thrown in as a reconsideration. In this new technique of doing things, the customer only pays for the equipment’s uptime, without concern about updates. The manufacturer’s role is then becoming servicing and restoring the equipment with minimal to zero interference.
This switch from preventive to predictive maintenance is part of a new trend. Previously, manufacturers made things, and maintenance companies are used to serve them. The last few decades have experienced a tremendous change in this perspective. It’s now much well known for a manufacturer to prefer a package deal of product and service rolled into one.
The Internet of Things has the capacity to take field service to a great extent. The journey to a highly refined service level depends on actionable IoT insights, also based on allowing field service with better information that enables workers to look into the future and change it.