Service Geeni’s Gary Jones explains how service management technology has changed significantly in the last 5 years, what changes we can expect in the next 3-5 years and how service teams are using this tech to achieve better performance.
On-premise, modular software with bespoke modifications and infrequent updates have been replaced by SaaS platforms, advanced functionality, regular upgrade and endless iPaaS integration options.
Businesses that embrace service management technology and collaborate with the right tech partners will maximise efficiency and growth.
Here’s Gary’s predictions for Service Management Technology in the next 3-5 Years:
Dedicated Service Management Platforms Become a Pre-Requisite Tool
Delivering an excellent service gives businesses a competitive advantage because they attract and retain more customers. It’s widely accepted that technology helps drive service management performance, First Time Fix Rates, contract performance and customer satisfaction.
In the next 5 years there will be a shift as Engineering teams no longer consider software tools as ‘Big Brother’ surveillance. Instead, Engineers and Service Managers will demand a dedicated service management software and consider it their most important tool, which guides all their work and performance management, making a future-proof SaaS service management solution a pre-requisite for any service operation irrespective of the company’s other software platforms including their ERP or Finance system.
Engineers will spend less time completing on-site fixes
Engineers will be more connected to customers, assets and admin-teams, enabling work planning to follow one of two approaches:
1. Highly skilled Engineers will be able to remotely supervise multiple complex jobs, communicating with lower-skilled on-site engineers, giving guidance remotely with full visibility of asset and site data, and maintenance activity in real time.
2. Levels of Engineers & Jobs will emerge, with a high proportion of simple tasks being diagnosed and resolved by lower-level engineers whilst the most complex onsite work will be reserved for higher level engineers.
Remote working & mobile software isn’t new, what will be new is how this affects how engineers work and is planned to achieve optimal efficiency and customer satisfaction.
Diagnostics & Machine Learning Will Drive Uptime Rates
Wider use of diagnostic tools combined with machine learning will enable planned and predictive maintenance routines to be enhanced with valuable real time data. Assets will be accessed remotely, and issues diagnosed. Assets will use triggers to send data to help Engineers understand and plan maintenance visits, resulting in higher first-time fix rates and uptime. Breakdowns and critical issues will automatically request visits through an app rather than emailing or calling.
Game-Changing Insight
Service Management software captures so much data which is currently used to produce valuable reports. In the next years this extends to include education, as software providers use the data they collect to build insight 3 – 5 hubs for customers & engineers. This has endless outputs such as work instructions / checklists, process maps, best-practice examples, training material and FAQs.
Insight hubs are a game-changer for engineers; helping them upskill, maximising continuous professional development. Insight hubs also have the power to change the Apprentice to Engineer pathway, reducing traditional shadowing / two-person teams, developing skills faster and at reduced cost.
Surfacing Data for Efficiency & Innovation
Secure and controlled data visibility means managers don’t have to waste time preparing and sharing information. For example, service management software could automatically allow finance teams to view planned maintenance schedules and use past emergency work values and seasonal patterns to build accurate forecasts.
Find out more about how Service Management Technology is Transforming Maintenance Service Delivery including jargon-free explanations on the latest technologies and recommendations on how to maximise benefits for your business. Download the full FREE E-Guide here: servicegeeni.com/how-technology-is-transforming-maintenance-service-delivery-in-2023
Comments are closed.