The use of technology in field service management is creating news ways of working for service management business.
Within the context of the rapid IT advances we are seeing innovation rise to the fore, as new technology such as mobile devices and cloud computing open new opportunities and approaches. Innovation is widely prevalent within the field service sector and companies should take note and look at the fantastic technology now available to them, to maximise workforce productivity, increase competitiveness and improve customer service.
Looking across the sector, here are some of the latest developments taking place where technology businesses have used innovative approaches and technologies to enhance field service management software, working alongside their customers to specifically target innovation to support every day work.
Here are some examples:
Mobile apps using HTML5: One of the really exciting features of HTML5 apps is the use of "local storage". Local storage increases the offline capabilities of mobile devices used by operatives. So, if an internet connection is lost, the app simply stores browser data so the operative can continue working on their mobile. Once the connection is regained the app updates the central system with any information added whilst offline. For example, operatives working in tunnels with no phone signal are able to continue working offline using the new app with seamless updates occurring once the connection is available.
User interface developments: Field service software is often developed with customer input. One example of a business using customer input has been during the development of a mobile app, whereby operatives were consulted simply because it is known that they can sometimes find smartphone screens difficult to use. In this example, operatives helped test the app so simpler screens and clearer buttons could be developed which are more intuitive to use.
Intelligent two-way SMS texting: Many businesses use older mobile devices, yet require the latest in SMS texting without any capital expenditure to upgrade phones. Intelligent two-way texting technology works by delivering threaded SMS texts through a unique process that matches responses to outbound messages. What this means is that businesses are able to communicate with their customers and easily track conversations and decisions. For example, a registered housing provider is able to text a customer regarding a gas safety check required at a property, offering a number of possible dates. The customer is able to respond by texting either "1" for Monday at 9.30am; "2" for Wednesday at 10.45am etc. The SMS technology threads the conversation and records which dates and times were provided and which one the customer accepted.
Restful APIs and Talend: Restful Web Services enable information to be transferred quickly and shared online simply and efficiently. One advantage is that they can be mapped by our customers, providing more autonomy and the capability for customers to interact with the software and map the exact data they require.
Restful APIs are effective alongside applications such as Talend, a graphical-based toolkit designed to help organise and manage the way you can handle, manipulate and transmit data. Because Talend is an "agnostic" application it enables decoupling from the main application. What this means is that Talend is able to talk to a central;l system through Restful APIs, giving more control, ensuring interfaces perform quickly for customers and preventing performance issues arising due to an over-reliance on one server running integration.
Oneserve is a trailblazing technology company developing and providing leading-edge field service management solutions to support service management business and service delivery. Visit http://www.oneserve.co.uk/
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