Keep an Eye on These 5 Field Service Software Trends in 2024
The field is changing. New technologies are arising while customer expectations are higher than ever. To navigate these challenging yet opportune times, it pays to peer into the future. By keeping an eye on emerging trends, forward-thinking field service companies can gain a strategic edge.
Which waves will crest in 2024 that promise to reshape operations and customer relationships in profound ways? Join us as we reveal the top 5 trends primed to sweep the industry and those prepared to surf them into success.
#1 Smart Scheduling and Dispatching
As customer expectations continue to rise and the labor shortage persists, efficiently matching the right technician’s skills and availability to each job will be paramount.
According to Workiz, implementing analytics-powered scheduling optimization solutions like scheduling and dispatch software can help address these challenges. These solutions use algorithms and user-friendly interfaces to build better schedules within existing systems over a matter of months. The results include more on-time arrivals, fewer last-minute cancellations, and improved resource allocation.
Artificial intelligence-enabled scheduling matches jobs with technicians more effectively, freeing up 20-30% more time for schedulers and technicians to be productive. This additional productivity can then be channeled into reducing overtime costs, bringing more work in-house instead of outsourcing, and clearing job backlogs faster.
When executed well, smart scheduling powered by data and technology will be a competitive advantage that sets field service companies up for success in the coming year.
#2 Increased Preference for Self-Service Tools
The need for customer self-service solutions is growing as customers expect more personalized and convenient assistance. Waiting on hold to reach a busy call center can be incredibly frustrating. This is especially true for clients with critical equipment like home security systems or power generators that need attention and can’t afford downtime.
Self-service portals and mobile apps allow customers to track service requests independently, access maintenance manuals, and troubleshoot common issues. This leads to a smoother customer service experience overall.
Meanwhile, representatives can focus on more complex inquiries instead of routine questions. This is vital for businesses facing labor shortages, overtime costs, and rising expenses. Studies show that over 90% of customers prefer self-service options when their needs can be met through knowledge bases or online portals. Self-service has also proven to be the most cost-effective form of customer support.
Moving forward, field service businesses in 2024 will aim to develop customer self-service tools such as appointment schedulers, knowledge bases with frequently asked questions and technical documents, and customer portals to view work orders and invoices.
As companies look to boost productivity among support staff and headquarters employees, self-service platforms can make a big difference. Self-service transactions cost far less than live agent calls and free up representatives to handle more intricate cases.
#3 Automation Will Take Center Stage
Automation continues to be a major driver of progress in the field service industry, and several technologies are poised to see substantial growth in 2024. The Internet of Things will remain influential as more field management companies find value in incorporating IoT solutions into their operations.
For example, over 70% of firms have already implemented IoT. Industrial use of drones is also taking off, with projections that the drone fleet in North America will reach one million units by 2050.
Augmented and virtual reality show promise as well, with around 40% of technicians reporting these emerging technologies provide helpful benefits to their work. IoT applications alone already generate an estimated $470 billion yearly for field industries.
Additionally, the rise of smart homes will fuel more demand for automated, connected services like installations, maintenance visits, technical support, and repairs.
#4 Enhancing Technician Training Emerges as a Key Trend
As technologies evolve rapidly, field service companies will increasingly focus on continuous training and development for technicians in 2024. Ongoing education is critical to ensure technicians can service the latest equipment efficiently and deliver excellent customer experiences.
Many employees prioritize training opportunities when considering employment. A recent survey found that 86% of respondents feel job training is important. Nearly three-quarters are even willing to learn outside of work to improve performance. Workers attribute various career benefits to training, including improved job performance for 59% and increased self-confidence for 51%.
Providing training demonstrates investment in employees, which is attractive for job seekers. It also yields substantial returns for businesses. With enhanced technical skills and problem-solving abilities, technicians can complete repairs more quickly. This leads to higher first-time fix rates and greater customer satisfaction. Training further develops safety compliance and workforce efficiency.
#5 Sustainable Field Service Operations Gains Importance
Sustainability initiatives will continue to be a major focus for field service companies in 2024 as they work to reduce their environmental impact. One key area of focus will be decreasing fuel usage and vehicle emissions through improved route optimization.
Research shows that a lot of field service organizations consider route optimization a top priority for achieving sustainability goals. It can significantly reduce unnecessary miles traveled, repeat visits, and carbon dioxide emissions. Companies are utilizing GPS, traffic patterns, and job site locations to plan the most efficient routes for field technicians dynamically.
Mobile-first communication technologies also help sustainability efforts by allowing dispatchers to notify technicians in real time of any appointment changes or job statuses. This prevents technicians from wasting time and fuel visiting no longer needed sites.
Additionally, smart scheduling practices, such as properly matching technicians with the right skills and equipment to jobs, make completions on the first visit more likely.
Such efforts help lower the industry’s environmental footprint by decreasing the need for extra return trips. Reducing the reliance on physical paperwork and converting to digital forms, manuals, and signatures for quotes and invoices are other ways field services can embrace sustainable practices.
In summary, leveraging these emerging technologies and business practices will help field service companies gain competitive advantages.
