The switch to remote working due to the COVID-19 pandemic can create cyber security problems for employers and their employees. IoT security matters across all industries, even in field service. IoT solutions are available for the connected home and enterprises to ensure nothing is compromised in a time where our data is more susceptible than ever.
Customer security is increasingly important in this time of remote working. As field workers, we are trusted with people’s personal information. Making sure that they feel protected in this time, and at all times is integral in forming a trusting relationship.
The digital transformation that has taken over the field service industry has allowed for more access to IoT devices, as well as created higher risk for security due to personal information being hosted on cloud platforms.
Even before the worldwide shift to remote work, it was projected that by 2025, there will be upwards of 75 billion IoT devices, making the potential for vulnerabilities huge. It is important for field service workers to get ahead of this smart home revolution and ensure security from the ground up.
Digital transformation is no longer an idea of the future, it is the present. Customers and employees alike want easy access to their requests and expect flexible scheduling. Work from home solutions have now become mandatory, which makes it more important than ever that you are up to date on digital trends.
Those who had followed the trends of digital transformation happening to the field service industry will find themselves with the upper-hand during this pandemic. Are you providing the best solutions for your customers?
Technology is part of the digital transformation, but so is communication. Be sure that the systems you are implementing align with employee values and customer expectations. Involve technicians in determining workflows, deciding what data needs to be collected, and at what point their intervention is needed.
What is Considered an IoT Device?
An IoT device is a piece of hardware with a sensor that transmits data from one place to another over the internet. IoT devices are found everywhere, especially in the field service industry. The development of IoT devices for field service was the initial push for the industry to become more digitally connected.
An IoT Device….
- Collects data that you are using to identify pre-failure conditions and deliver predictive maintenance.
- Streamlines workflow to perform proactive maintenance.
- Connects to self-service Consumer Portals to help deliver three-way communications between the device, client, and technician.
These devices help you to get ahead in employee and customer satisfaction in the digital transformation stage but can also be the devices that put you most at risk.
IoT touches every aspect of field service. The COVID-19 pandemic has forced consumers to make choices. With the economy facing a possible recession, people are going to be more picky than ever on what sort of resources they can afford. Ensuring that you are keeping your customers safe and happy should be your number one priority in this pandemic.
How ServicePower’s Customer Portal Ensures Customer Security
ServicePower’s customer portal aims to maximize customer engagement and deliver communication to help improve visibility across the service life cycle.
However, it is also equipped to protect customer’s information. ServicePower is a pioneer in true multi-tenant cloud hosting software, launching ServiceOperations in 2004. It is also understood that the most important element to any cloud hosted solution is the security offered and managed by the hosting provider, so that you can be confident that photos, customer data and any other proprietary information is safe and secure.
Providing Customer Security in a Pandemic
During uncertain times in the market, it is of the utmost importance that you make your consumers feel secure in your business. Here are tangible ways to help mitigate worry in your consumer base:1. Provide flexible scheduling
In a time where every day is uncertain, it is helpful to be able to provide flexibility to your customers as well as your workers. Being able to use an IoT device to reschedule visits and check for updates or potential system failures can make people feel safe and cared for.2. Have a Secure Consumer Portal
The ability for both customers and technicians to access information at the tip of their fingertips is essential in times of uncertainty. A web-based portal has the ability to deliver full self-service to consumers to schedule appointments, track technician ETA’s and equipment deliveries. It also has the ability to communicate with technicians in real time.3. Invest in a Single IoT Solution
Use a single IoT-enabled mobile workforce management solution to improve operations, lower costs, and provide the pinnacle of proactive customer service. Eliminate frustration for customers and field service techs by letting customers self-select the service that best fits their needs, automatically sync the best-fit contractors through strategic workforce management tools, and ensure availability of parts through smart inventory management.
Implementing new technology can be intimidating and there are a lot of moving parts. Be sure to include employee and customer values as well as security at the top of your list of priorities when looking for new systems. Keeping your technicians in the loop, proper planning and addressing security issues head on can help ensure IoT works for you.
Learn more about how ServicePower’s IoT Enablement can provide proactive and safe service for the connected home.