Service management is in a constant state of change. What trends should we expect in the future and what can we expect? Here we have described seven developments that are already emerging.
As always, there is no claim to completeness. Nevertheless, the list provides a brief overview of the topics that we service professionals should keep in mind.
1. predictive maintenance
Predictive maintenance has been a popular topic of conversation in the service sector for years. However, implementation still leaves a lot to be desired. Nevertheless, predictive maintenance is an important topic for the future that will change the way we provide services. In the next decade in particular, we are likely to see leaps and bounds in this area.
2. the digital twin
In principle, a digital twin is a digital model of systems, products and processes that can be used to record the effects of measures in the real environment. There are many possible areas of application for this, not just in service. However, significant efficiency benefits can be expected in the coming years, especially in maintenance operations. This is why this technology will increasingly shape the way we work in the future.
3. AR and VR in remote support
Augmented and virtual reality solutions are already supporting service provision in many companies today. The advantages are obvious. This is because malfunctions and machine environments can be visualized in advance for the service technician. This makes it possible to reduce field service calls and avoid unnecessary costs. Field service visits that are nevertheless unavoidable can be better prepared by the service technician, which also reduces unnecessary travel costs and avoids duplicate visits.
4. optimized delivery processes
The targeted use of increasingly extensive amounts of data can make the provision of services far more efficient in the future. Monitoring technicians' schedules in real time, for example, can save a service organization many technician hours. The data-driven improvement of deployment planning and dispatch processes improves the interface between technicians in the field and the back office. This area also offers a wide range of optimization opportunities for the service of the future.
5. improved route planning for service technicians
Anyone who has many technicians in the field is also familiar with the problem that a large proportion of the routes traveled do not turn out to be the most efficient solution in retrospect. There is already a market for software that helps to better plan field service routes. However, this market will continue to grow over the next decade.
6. self-service
Field service technicians are a valuable resource. Due to the shortage of skilled workers and the stress this profession entails, it is becoming increasingly difficult to retain and build up staff. We can offer a solution to this problem in the area of Self-service-find solutions. Portals and apps help customers to help themselves in the event of a fault. The majority of customers already expect a company to offer self-help and immediate assistance. This is why this area could gain in importance faster and more strongly than many currently think.
7. freelancer
Most freelancers currently work in the B2C sector. However, the field service sector, for example, will also be characterized by an increasing rise in freelance technicians and contractors. New software solutions that give companies more control over what information is shared for which job and with whom will also help here. This results in better integration of external staff into the company's own structure.
