Top Field Service Management Technology Trends for 2024: Automation

ServicePower recently published its predictions for the top 10 trends in field service management for 2024. In this blog series, we take a closer look at each trend.

#2 Intelligent automation: Flying into the storm of change.

This is part two of our continuing series on the top technology trends field service organizations should be watching— the way meteorologists track storms. Perhaps flying into the eye of a hurricane is an apt analogy for this era of intense change.

The onslaught of transformational technologies, like smart automation, can feel like a storm of chaos. Keeping a steady course in this whirlwind isn’t always easy, especially if your current applications teeter between “outdated” and “extinct” and are held together by some low-code apps, freeware, and IT advice from the intern. 

It’s the right time to get on board with automation if you haven’t already. Intelligent automation and smart technology, powered by Artificial Intelligence (AI), made a huge impact on organizations in 2023 and will continue to gain momentum and yield more inspiring use cases, we predict.

Solutions with built-in automation, like ServicePower’s field service management platform, apply Intelligent Automation (IA) in various ways, including auto-filling forms and warranty claims payments.

Intelligent automation—using AI functionality—can also make suggestions, such as stepping a field worker through the logical steps on a service call, from verifying the model number and warranty coverage to checking for obvious loose connections. For field service dispatchers, schedule optimization is a lifesaver, automatically comparing multiple route assignments and proposing the optimal schedule that makes everyone happy – including your customers and your field workers.

Intelligent automation helps users make decisions and follow suggested workflows and best practices. Pushing information to the user, rather than waiting for the user to initiate the next step, saves time and helps ensure proper procedures are followed, such as encouraging call center agents and field workers to explore upsell and cross-sell opportunities when talking to customers. Screens help users visualize paths and easily access related information or check the knowledge base for quick answers.

Automation is built into end-to-end solutions, adding its magic in ways the user may not even realize AI technology is at work. With intelligent automation in place, users will be able to work independently, requiring less training and supervision.

As service organizations face a shortage of skilled filed workers, automation is a huge help in onboarding new hires and getting them out into the field. Even if they have minimum experience, smart solutions can help them engage with customers with confidence. With mobile solutions and connectivity, they can access critical information about the customer, service history, and warranty information, and confirm if parts are in the warehouse. They can even close a sale for a replacement unit or schedule a follow up call while in the field. Automation gives your workers an invisible assistant, helping to get the job done quickly and accurately.

Deloitte points out the cost savings that can be reaped from automation. “Cost reduction remains one of the top priorities of many organizations. Intelligent automation is a proven way to achieve this. By adopting intelligent automation, organizations expect to achieve an average cost reduction of 31 percent over the next three years”—Deloitte: Automation with intelligence.

Although the rapid onslaught of new technologies will continue to bring storms of change, the whirlwind doesn’t have to be overwhelming. Understanding the many influences and choices will help you be prepared. Being alert is the first step.

Learn more here with our complete report on trends for 2024.