IDC predicts that 40% of major product manufacturers will offer some form of product service systems (PSS) in 2018. In this model, field service is the means of ensuring that end users can use products without breakdowns.
PSS strategies promise higher profit margins and better customer satisfaction, but supporting them requires manufacturers to deploy IoT to achieve connected field service. Monitoring the conditions of assets is an essential task of a connected field service. With data including temperature, vibration and hours of operation, service teams can accurately predict which parts will fail and when.
Field service 2.0
Real-time monitoring of assets is one of the factors helping to transform manufacturers' services. This transformation process consists of three phases. In phase 1, service is seen as a cost centre: Management puts maintenance efficiency higher on the agenda to reduce operational costs. Service visits and maintenance staff drive down profits. Every van ride and maintenance appointment is a cost centre. In phase 2, service is used as a differentiator. Field service is part of competitiveness. Management measures the success of service by the revenue it generates. In phase 3, the product is offered as a service. It is the ultimate execution of field service, defined by the very best customer experience through seamless and integrated service delivery.
The trend of 'servitisation', where companies sell results rather than products, is only just starting to gain momentum. Customer experience and asset uptime are the new business battleground. In this arena, field service deployment, supported by connected solutions and the Internet of Things, can have a positive impact on the bottom line.
Field technicians receive contextual information before visiting work sites
Connected field service allows manufacturers to assign field technicians work assignments based on their specific expertise. They can also inform them of any parts needed and what tools to use for specific tasks. They can also let them know what procedures need to be followed and how the product in question is configured. With this information, field technicians can complete work orders more efficiently. Because they have to figure out and prepare less themselves, the cost per service visit drops.
The ultimate goal: an end to unplanned downtime
Customers who are served quickly, efficiently and in a timely manner are more satisfied. Because field technicians are better prepared and can make repairs faster, customers experience minimal downtime.
But it can go a step further. Suppose a technician specialising in diesel engines receives a notification from a connected service application that in two days the transmission of an excavator will fail. On this, the technician notifies the contractor using the machine of the impending failure and schedules a maintenance visit at a time when the machine is not in use. The technician then replaces the transmission before the part fails.
This way, a service organisation can avoid disrupting the customer's business processes. The contractor did not have to stop the project to repair the excavator because the maintenance took place outside regular working hours. That is the ultimate added value that a connected field service has to offer: an end to unplanned downtime. However, integrating the Internet of Things into industrial products is a prerequisite for this.
This blog was written by Damian Lyant. View his profile here.
