Every few years, technology advances to a place where it is once again possible to transform your service organisation from a cost centre to a profit centre and into a virtual powerhouse overnight. Oftentimes those changes start small, with a series of trends that may not look like much on their own. However, when taken together, they represent the type of positive disruption that comes along once in a generation.
2019 is certainly shaping up to be another one of those years and we're not even there yet.
In fact, there are a number of critical field service technology trends that are nearly ready to "pop" that you should absolutely pay attention to as we move into the new year and beyond. If you don't want to count yourself among the 20% of companies who will fail in their digital transformation this year, now is the time to pay attention.
Innovation Doesn't Just Drive Field Services. It Drives Everything
Maybe the most important field service technology trend to watch out for in 2019 is also one of the most broadly defined: a constant need to find new and unique sources of innovation around every corner.
In many ways, this trend has less to do with any specific type of tech and more to do with how those resources are being applied to an organisation on a fundamental level. Even when you consider a solution as sophisticated as Dynamics 365 for Field Services, it's now within your reach to effortlessly accomplish things that were literally impossible just a few short years ago.
Based on that, customer expectations are changing, and your business needs to change with them. They no longer want you to do what they expect as well as you can. They're eager for you to give them something they never knew they wanted in the first place, which is why any opportunity you have to drive service innovation is one worth exploring.
With so many great technologies available, you're truly limited only by your own imagination. Rest assured, that is a very exciting position to be in.
The Era of Automation Has Arrived
Another major field service technology trend that you'll need to stay abreast of has to do with a constant push into the world of automation. With automation comes the need for greater soft skills in technicians, but that isn't necessarily something to be feared.
Automation is your perfect chance to do more with less, increasing the volume of work you're able to get done without increasing your headcount along the way.
Plus, you need to consider the breakneck pace that the industry itself is continuing to change right before our very eyes. Staying ahead of the curve is difficult when the curve is constantly changing, but by relying on automation you can make your change management processes easier and more efficient than ever before.
There are certain types of technologies that overlap with this core idea like artificial intelligence and data analytics.
But regardless of the technique you use, the end result is always the same: you're getting more for your technology budget and you're reaping the benefits of a streamlined process and better decision-making along the way.
Stop Selling Services and Start Selling Outcomes
Maybe the most important trend to pay attention to is a shift in how we think about field services to begin with. We've reached a critical mass in terms of what an organisation is able to do and instead, the competitive advantage of the 21st century is born out of how they're able to do it.
To put it another way, you need to stop selling services in the most literal sense of the term and start selling based on the value those services generate.. You need to become a true customer success organisation by making use of predictive and proactive engagement techniques.
Field services organisations can no longer afford to wait for a client to have a problem, at which point they then step in and solve it. They need to take proactive steps to stop that problem from happening in the first place. Data analytics will once again play an essential role in this process, as will advanced customer relationship management tools.
This again underlines the need to rely on a solution like Dynamics 365 for Field Services that can pull all of your data together under one roof, making it available to every member of an organisation regardless of where they happen to be. Whether someone is in the office or in the car on the way to a client's location shouldn't matter — all data should be available everywhere, at all times, no exceptions.
Preparing for the Future, One Trend at a Time
At Lanrex, we understand how important it is to operate at the top of your field. It's not just about becoming the best. True success over the long-term demands that you achieve that status and keep it, which itself requires you to be as proactive about field service technology trends as possible.
Almost more so than any other industry, field services organisations cannot afford to grow stagnate. Your customers care about your ability to innovate and find new ways to make their lives easier every day, which means that you need to care about these things too.
If you'd like to find out more information about all of the most important field service technology trends to watch out for in 2019, or if you'd just like to find out more about how a trusted partner like Lanrex can help you implement Dynamics 365 for Field Services to transform your business from the top down, contact us today.