Why should you be aware of these trends?
As the head of a field service company, your primary objective is to provide customers with fast, efficient, and effective repairs, but there’s a lot that needs to be accomplished behind the scenes in order for that to happen. Schedules need to be made, contracts need to be drawn up, field technicians need to be trained and dispatched in accordance to their skill level—and so on, and so forth.
Modern field service industry trends are shifting focus – they not only highlight how to make processes more efficient, but also how to shift field service from a cost center to a profit generating operation.
Take a look at these field service trends for the years to come to get an idea of what best practices and technologies you should consider implementing to reposition field service as a profit-generating venture. We will be posting one to two trends per week.
4. More Engaging Trainings
Training at this point is should be a constant priority. In order to immediately diagnose and repair products while on-site, your field technicians are expected to have the technical knowledge which requires a complete understanding of your company’s products. The new trend in field service now is the emphasis on the training of “people skills” to improve your company’s customer service. According to Worldwide Business Research, this type of training ranks second only to product training.
Did you know that adequate training is also directly linked to employee engagement?
Take a good, hard look at your company’s training and development content: Does it focus on preventative maintenance? Is it in-depth and informative? Does it have information that’s easy for trainees to understand and retain? Is it interesting and engaging? Does it incorporate interactive or hands-on training techniques?
If your answer to any of those questions was “no,” there are some easy adjustments you can implement to make your employee training more comprehensive:
- Move certain training programs online to provide technicians with an on-demand library of training content that allows them to move at their own pace
- Use mobile applications to connect new employees with seasoned members of your staff to enable trainees to ask questions and get answers in real-time
- Combine online training with mobile applications via real-time, interactive webinars that enable trainees to interact directly with instructors from anywhere in the world
- If possible, invest in AR or Virtual Reality tech which makes trainings risk-free and eliminates the need for expensive physical training materials
The Conclusion on these trends…
Field service is no longer reactive – it’s proactive. If your goal is to empower technicians, increase customer engagement, and transform field service into a profit generating arm of your business, learning about these growing field industry trends can only take you part of the way. The next step is to look into a comprehensive solution that can leverage the capabilities necessary to put these trends into action.
URDesigns’ Field Service Solutions is a holistic management solution that includes an extensive feature set to improve every aspect of field service operations, including customer asset, work order management, predictive maintenance, and more. If you’d like to learn more about these and other field service trends or how your business can gain from this type of implementation, don’t hesitate to contact the qualified experts at URDesigns today.
Next: Field Service Trend #5
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