Good afternoon everyone! Wanted to share something on remote service connectivity. Aberdeen Group’s research report, “The Real-Time Service Enterprise: Leveraging Remote Connectivity to Drive Service Performance,” lists the key items that differentiate Best-in-Class service providers from the Average and Laggard providers. In particular, the report points out the aggressive growth of remote connectivity technology that Best-in-Class service providers are leveraging to, A) stay better connected to their remote assets, which in turn helps them to, B) provide better customer service at lower costs.
What is interesting to note, (that is not really addressed in the report), is the additional and/or modified management requirements necessary to control all these new remotely connected technologies. In other words, it’s great to have a lot of new technology closely connecting field service to the home office in real-time. However, the emergence of these new devices and technology bring with them an added requirement for additional monitoring and management of the devices themselves (My smart-device allows the home office to monitor inventory control in real-time. But…. who’s monitoring the smart-device??).
As companies move forward with real-time, remote-management of field service assets they (and their management partners), would be well-advised to focus on remote management of the field-service technology as well. The ability to remote control into a field-service device (as an example), ensures maximum uptime and usage of that device, which only enhances the real-time aspect of the total field service.