Field Service Management (FSM) for product-oriented organizations
Posted: Sat Jan 25, 2025 10:07 am
Whether it's a broken dishwasher or a new internet connection, we've all probably come across the following sentence in a similar form: "Please be available for our customer service between 7 a.m. and 7 p.m." In the third year of Corona and the associated return to the office, this order poses a challenge for many people. Not to mention the group of those who cannot or are not allowed to work from home at all.
Many service organizations rely on field service management (FSM) solutions for service delivery in after-sales service. Field service refers to work that is carried out on-site, for example to sell, install, repair or maintain equipment.
Did you know that 80% of decision makers in companies that use field service management software say that customer interaction is critical to customer retention and loyalty and that they use this knowledge as an important part of their strategy?
Time to take stock: Where does field service management stand today dubai consumer email list and what opportunities does its application offer for product-oriented organizations?
Figure 1: Excerpt of an exemplary field service management process
Figure 1: Excerpt of an exemplary field service management process
status quo in field service management
According to the Gartner Hype Cycle for Customer Service, this technology is in an emerging recovery phase, on the so-called "path to enlightenment" (Figure 2). This means that the realizable technological benefits are becoming apparent due to continuous development. Expectations have adjusted to a realistic level and thus allow positive feedback.
Figure 2: based on Gartner Hype Cycle - Source: Hype Cycle research methodology | Gartner
Figure 2: based on Gartner Hype Cycle - Source: Hype Cycle research methodology | Gartner
Field service management is roaming through many disruptive technologies - including machine learning / IoT / augmented reality or robotic process automation (RPA). These technologies can, on the one hand, make work easier for people and, on the other hand, improve the quality of task performance.
Many of the disruptive technologies mentioned above were still classic hype topics just a few years ago. The ongoing adoption shows how fast technological change is. However, the further developments only develop their added value when they are seamlessly integrated into the end-to-end service process.
Many service organizations rely on field service management (FSM) solutions for service delivery in after-sales service. Field service refers to work that is carried out on-site, for example to sell, install, repair or maintain equipment.
Did you know that 80% of decision makers in companies that use field service management software say that customer interaction is critical to customer retention and loyalty and that they use this knowledge as an important part of their strategy?
Time to take stock: Where does field service management stand today dubai consumer email list and what opportunities does its application offer for product-oriented organizations?
Figure 1: Excerpt of an exemplary field service management process
Figure 1: Excerpt of an exemplary field service management process
status quo in field service management
According to the Gartner Hype Cycle for Customer Service, this technology is in an emerging recovery phase, on the so-called "path to enlightenment" (Figure 2). This means that the realizable technological benefits are becoming apparent due to continuous development. Expectations have adjusted to a realistic level and thus allow positive feedback.
Figure 2: based on Gartner Hype Cycle - Source: Hype Cycle research methodology | Gartner
Figure 2: based on Gartner Hype Cycle - Source: Hype Cycle research methodology | Gartner
Field service management is roaming through many disruptive technologies - including machine learning / IoT / augmented reality or robotic process automation (RPA). These technologies can, on the one hand, make work easier for people and, on the other hand, improve the quality of task performance.
Many of the disruptive technologies mentioned above were still classic hype topics just a few years ago. The ongoing adoption shows how fast technological change is. However, the further developments only develop their added value when they are seamlessly integrated into the end-to-end service process.