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Understanding Field Service Management & IoT Security

Increasing remote work has heightened cyber security problems for employers, employees, and customers alike. Cyber security matters across all industries, especially in field service. While the Internet of Things (IoT) solutions are more popular than ever in smart homes, field service providers working with IoT devices need to make sure they understand IoT security and how to protect it. 

Customer security is increasingly important in this time of remote working. As field service workers, we are trusted with people’s personal information. Making sure that they feel protected in this time, and at all times is integral to forming a trusting relationship.

Customers are six times more likely to buy with a positive emotional experience, 12 times more likely to recommend the company, and five times more likely to forgive a mistake.

The digital transformation that has taken over the field service industry has allowed for more access to IoT devices, as well as created a 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 are now mandatory, which makes it more important than ever that you are up to date on digital trends.

Field Service Management & IoT Security

Those who had followed the trends of digital transformation happening in the field service industry will find themselves with the upper hand coming out of 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. First, let's clarify exactly what is considered an IoT device. 

What is Considered an IoT Device in Field Service Management?

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 pickier 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 Field Service Management Software Ensures IoT 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 customers’ 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 of 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 are safe and secure.

Field Service Management & IoT

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. With servitization, customers can use IoT devices 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, and track technician ETA 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.

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