In a traditional field service organization, the customer has a problem, calls to get it fixed, and a technician is dispatched with the customer history and record of the concern call only. With Connected Field Service, we eliminate the customer concern and try to complete self-healing repairs remotely before sending a technician.
Because Connected Field Service connects devices in the field, and harnesses the power of the Azure IoT Suite, organizations can know about problems before the customer does and solve them at the smallest cost to the organization. Both benefits going back to our goals of improving customer satisfaction and resource productivity by proactivity catching problems and performing troubleshooting remotely. Let’s look at how an organization can take advantage of Connected Field Service.
The Connected Field Service process starts with the devices you already have in place. You can configure these devices to automatically send alerts when they detect an issue. For example, if the pump detects reduced flow, it will notify to manufacturer and the pump owner of the issue. This can help proactively address problems before they cause downtime. The open Azure platform helps simplify device connection and management to help users get up and running quickly.
Step 1 Depending on the situation and the severity of the issue, the alert may be sent to the customer, the service operations technician, or both of them. Delivering the information directly to the customer provides the opportunity for them to self-service issues. It can also help avoid manufacturer involvement unnecessarily. If, for example, the customer shuts down the power to that area of their business, they can address the alert themselves instead of involving outside technicians.
The alert also automatically generates a case and work order in Field Service that can be tracked until the issue is resolved. The case provides insight into the issue – the problem that sent the alert, history of product usage, environmental factors, and more. It also tracks resolution status throughout the process and can put the customer directly in touch with the manufacturer. With this connection, manufacturers may be able to address issues remotely without sending a tech onsite.
Step 2 If a technician is needed onsite, ensure you only have to send them once. Dispatch the right technician at the right time to get the job done. The service control center can choose or automatically assign techs based on experience, location, and workload. With visibility into who originally installed the product or who last inspected it, you can be sure to send someone that is familiar with that model.
Provide techs with navigation information, and ensure they have the right parts and tools on board. Give your customers insight into technician location and enable them to contact the tech directly to relay important information. Send them a picture or details about the tech so they can maintain their security.
Step 3 While onsite, help your techs address the issue the first time. Update their devices with product information, maintenance instructions, or training videos. Enable them to connect with other service techs or product experts to get the help they need. By updating case status online, provide customers with visibility throughout the repair process.
PREDICTIVE MAINTENANCE AND REMOTE ASSISTANCE: JOULEHUB DIGITAL TRANSFORMATION
DIGITAL TRANSFORMATION IN INDUSTRIAL AUTOMATION
JOULEHUB GMBH – Alessandro Graps – Stefano Tempesta