Field Service Management (FSM) has entered a new era with the arrival of Big Data (BD). This has in turn opened up opportunities for development and competitive advantage that were unthinkable just a few years ago.
By definition, big data refers to massive data sets that could be challenging to process through conventional approaches. Big data analytics is the process of drawing insightful conclusions from these vast amounts of data.
Thanks to big data, technicians and FSM business owners have access to more information than ever before about their client’s requirements.
Big data has enabled trust building and producing a personalised level of customer care that makes clients feel recognised, understood, and valued.
How big data affects field service management
Big data analytics enables businesses to find patterns and trends that may be leveraged to raise service standards. It is helping the FSM industry push new boundaries with an efficient, customer-friendly, and proactive approach.
Today, FSM businesses are using big data to track field service workers’ performance in real time. This enables managers to spot problems and act fast to fix them. Furthermore, FSM firms are leveraging big data to identify and reach new potential clients.
Big data makes it possible to take a proactive approach to customer service and corporate development, making it a win-win for everyone.
Solutions using big data for field service management
Leading businesses are offering big data solutions in their FSM offerings, including i4T Global.
From a single dashboard, business owners can manage costs, SLAs, marketing, and customer support, and even track their workers in the field. Today, field service providers are producing their own Big Data.
Similar services include reporting and analytics, subcontractor management, job quote, and integration with financial and property management apps. These all use big data to streamline operations.
Best practices for using big data in field service management
Focusing on connection building with current and potential consumers is essential if big data in FSM is to be used to its fullest potential. Without the typical hard pitch, big data can be leveraged to offer goods and services. Building trust allows clients to feel confident purchasing from businesses they can rely on.
Additionally, using user-friendly reports to analyse the performance of departments, technicians, and service teams helps enhance the quality and effectiveness of service. A more comprehensive perspective of operations and customer connections can be provided by integrating big data analytics with other technologies.
Some of the best practices for using big data in FSM include:
- Defining clear objectives
- Ensuring data quality
- Choosing the right tools and technologies
- Integrating the correct data sources
- Implementing data security measures
- Building data analytic capabilities
- Encouraging collaboration between teams
- Regularly monitoring performance
- Staying updated with industry trends
5 ways big data is fostering the expansion of the FSM sector
While big data has many advantages, some of the ways it is benefiting the FSM industry include:
1. Enhance customer service in FSM
Field service management (FSM) places a high priority on enhancing customer service. Big data can make a substantial difference in this area. Here are some ways that big data might help:
Increasing customer understanding: Big data may offer a plethora of information on clients, including preferences, feedback, and history of service requests. Businesses can utilise this data to better understand their clients and offer individualised services. Customers are more likely to be satisfied with the service and stick with the business when they feel heard and valued.
Predictive client service: Using big data, it is possible to foresee what clients want even before they ask for it. Companies can foresee possible problems and take proactive measures to rectify them. As a result, problems are resolved more quickly, and the customer experience is improved.
Enhancing response time: Businesses can track their service performance in real-time using big data. If there is a delay or problem, it can be identified right away and remedial measures can be implemented. Client satisfaction increases as a result of quicker answers to and resolution of client complaints.
Improved consumer communication: Big data can aid in enhancing consumer communication. Companies can determine the best channels and methods of communication for each consumer by looking into their communication history. Big data can be used to assess client feedback received through various methods. Businesses can utilise this information to improve their services as needed.
2. Simplify field service procedures
Big data is crucial for streamlining field service operations. Here are some ways of how to use it:
Effective scheduling and dispatch: Big data can improve scheduling and dispatch with real-time tracking and predictive analytics. Based on abilities, availability, and geography, it can forecast which technician would be best suited for certain work. This cuts down on travel time and increases operational effectiveness.
Predictive maintenance: Using big data, it is possible to identify patterns and trends in equipment data. This information helps to foretell when a machine will break down. This enables preventative maintenance, avoiding unexpected downtime and pricey repairs. This not only saves money but also guarantees ongoing client service.
Better decision-making: Big data may shed light on a range of business operations, from technician performance to client feedback. Managers may make more data-driven decisions such as which resources to use and where to cut costs.
Automating procedures: Big data and AI may be used to automate a number of field service operations procedures. This can include inventory management, quality assurance, and reporting. Automation not only minimises human mistakes but also gives workers more time to concentrate on more important duties.
3. Lower field service management costs
Field service management (FSM) can significantly reduce expenses with the help of big data. This is how:
Prevention-based maintenance: Big data can examine patterns in the data generated by sensors attached to the equipment. This helps it forecast when a machine is likely to need repair and accordingly plan for preventative maintenance.
Optimised resource allocation: Big data can show which resources are being used too much or too little. With this knowledge, managers may effectively reallocate resources, cutting waste and saving money.
Increased effectiveness: Big data can assist in dispatching and scheduling the appropriate technician for a project. This decision can be based on several factors, thus cutting down on travel and idle time. Additionally, it can shed light on technicians’ performance, assisting management in identifying areas for development. Big data can reduce customer attrition, which lowers the expense of attracting new consumers.
Automating procedures: Big data and artificial intelligence can be used to automate numerous FSM procedures. Automation not only minimises manual errors but also gives the workers more time to concentrate on more crucial activities.
4. Improve preventative maintenance
Field Service Management (FSM) can improve predictive maintenance thanks to big data. Here’s how:
Recognising patterns: Big data can analyse large volumes of equipment data. This data can be analysed to find patterns and trends that can be used to forecast equipment failure. Predicting mistakes: The patterns found can be analysed to identify probable problems or maintenance requirements in order to save costly downtime.
Maintenance schedule optimisation: Maintenance schedules can be optimised based on the predicted analysis. This saves money and increases the life of the equipment.
Reducing unplanned downtime: Early problem detection allows repairs to be conducted before a failure occurs. This ensures that customers receive continuous service.
5. More effective resource management and monitoring
With big data, you can always see exactly what’s happening with your resources:
Real-time resource tracking: Big data enables real-time resource location tracking. This implies that you can always observe the whereabouts of your vehicles, equipment, and even your field service personnel. By doing this, you can ensure that your resources are being used effectively and nowhere else.
Examining usage patterns: Big data not only reveal where your resources are but also how they are being utilised. You can identify patterns and trends thanks to this. You can use this knowledge to make adjustments that will improve the efficiency.
Determine future needs: Big data is excellent at forecasting the future. This can aid in your preparation and ensure that you have the appropriate resources available when you need them.
Reduce wastage: Big data can assist you in reducing waste by providing you with a clear picture of your resources. You can find inefficient use of resources and make adjustments to fix them.
Resource management automation: Big data even has the potential to automate some resource management processes. For instance, it may automatically place orders for extra supplies when they run out or arrange equipment maintenance when it’s time.
Join us at the FSM Summit 2023
Learn more about how i4T Global is contributing to the waves FSM is making in Big Data!
Register now and get 15% off the Event Pass. Already got your pass? Request a personal meeting with i4T Global’s CEO and COO to discuss your specific business needs.
Hot off the press!
With our cutting-edge technology and in-depth knowledge of how the Field Service Management sector operates, the i4TGlobal Team loves to share industry insights to help streamline your business processes and generate new leads. We are driven by innovation and are passionate about delivering solutions that are transparent, compliant, efficient and safe for all stakeholders and across all touch points.
Recent articles that may interest you as well..
