Field service companies have tried to adopt uberization in some way or the other. This involves real-time field technician tracking, easy collaboration, auto work order scheduling. Uberization of field service management also enables consumers to request field services as per convenience and gives them ability to track technician progress. This is similar to booking a cab and tracking driver location like Uber. That said, the uberization of field services encompasses more than mobile app usage. Key factors for uberization of field service management -Ease of appointment booking -Choice of preferred time slot -Transparency of operations -Lesser waiting time for technician arrival -Higher First time fix rate

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Uberization of Field
Service Management

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More loyalty and referrals
Why great field service matters?
Customer retention costs less than acquisition
An extension of your values and mission
Gives more insight into improving your business
Mobile workers are the face of your brand

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● Ease of appointment booking
● Choice of preferred time slot
● Transparency of operations
● Lesser waiting time for technician arrival
● First time fix
Growing demand for...
The ‘Uberization’ of field service is
driving customer expectations...
60% - long waiting time = bad experience
86% - expect mobile alerts
89% - want real time technician location
24% - of jobs require a second visit
50% - of field visits require a service part
Some figures…

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...but field service
organizations are
struggling to keep pace
• Legacy field service solutions that still
rely on paper, and email
• Inability to integrate with other
enterprise systems resulting in siloed
operations and duplicate effort
•
• Poor technician productivity due to the
need for frequent office visits
• Diminished efficiency due to duplicated
data entry and errors
• Low field service technician morale due
to angry and frustrated customers
•

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Prescriptive
What Should I Do?
Reactive
What Happened?
Automated
Why Did it Happen?
Predictive
Value
What Will Happen?
Complexity
• Manual / ad-hoc processes
• Heavy paperwork
• Little or no tracking or insights
into performance
• Poor collaboration
• Understand patterns and be able
to forecast behaviour and
outcomes
• Where do I set up my service
centers
• How many field technicians do I
need
• Seasonal trends, breakage trends
• Ability to suggest recommendations based on
predictive analytics
• Prescriptive Maintenance schedules
• Heavy use of IoT, AR, VR and AI
• Ability to track technician location
• Auto Scheduling and Routing
• Time Slot Selection
• Paperless Operations
• Gather Feedback
• Analytics and Reports
Field Service Maturity Journey – Where are you?

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The Field Service Journey
I WANT TO PLACE A
SERVICE REQUEST...
How can I make
placing service
requests a breeze
across channels?
WORK ORDER
ALLOCATION...
- Should I accept the
JOB?
- How can I allocate
JOB
to the right hub and
the right Technician
EXECUTION...
- How can I automate
the process?
- How do I get a view
of Field Operations
- How can I ensure
on-time fix of a JOB?
CUSTOMER
DELIGHT…
How do I ensure that
the customer gets the
resolution, on time,
with accurate
visibility?
SERVICE OFFICE...
- How do I get help
- How do I collect
information, different
modes of payment, job
completion details
- How do I lay out my field?
- How many Technicians do I need?
- How do I define areas of operation?
DECISIONING
SYSTEM
- How can I have visibility of Service Requests?
- How can I better optimize my field workforce?
- When and Where do i miss my Service SLAs
The Field Service Journey
CUSTOMER CUSTOMERFIELD TECHNICIAN & OPERATIONS MANAGERSYSTEM

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The Field Service Journey
I WANT TO PLACE A
SERVICE REQUEST...
● Omni channel
engagement via web,
app, chatbot, voice
etc.
● Preferred time
selection
WORK ORDER
ALLOCATION...
● Service area
allocation
● Work order
management
● Intelligent scheduling
& dispatch
FIELD
EXECUTION…
● Live field tracking
● Route optimization
● Geo fencing &
monitoring
● Attendance &
expense
● Chat, FAQs,
customer profiling
CUSTOMER
DELIGHT…
● Live tracking with
ETA
● Payment processing
● Paperless service
● Rescheduling /
cancellation
● Feedback & Offers
SERVICE OFFICE...
● Reassign, reschedule
and cancellation
overrides
● Technician monitoring
● Proof of execution
● Inventory status
● Live alerts &
dashboards
● Variable workforce management
● Hub/ office locations
● Inventory forecasting
● Territory management - cluster
based on job density
DECISIONING
SYSTEM
● Live Job status
● Delays, rescheduling alerts
● SLAs, KPI and performance reports
The ‘Intelligent’ Field Service Journey
CUSTOMER CUSTOMERFIELD TECHNICIAN & SERVICE MANAGERSYSTEM

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The intelligent field service: technology as an enabler
AI/ML for recommendations and
optimization
Location Intelligence for maps-based
decisioning
Cloud architecture for scale, speed, security
and reliability

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Business Planning and Decisioning System
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● Understanding the current
field
● Variable workforce
management
● Hub / Service Center
locations
● Inventory forecasting
● Territory management

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● Auto-Scheduling engine that
optimizes
- Travel/people cost
- Productivity
- Reduced missed jobs
- ‘First time fix’ rate
● Highly automated system
reduces manual work and
manual errors
● Increased acceptance of jobs
● Built for scale
Work order scheduling

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● People literate technology
● Job allocation based on
- Proximity
- Skillset
- Maximized Revenue
● Expenses / incentives
● Offline support
● Bot based / expert help
● Job completion info captured. No
paperwork
Field Technician enablement

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Back Office Operations
● Visibility of the field operations
● Reassign, Reschedule and
cancellation overrides
● Optimizing Business Operations
through
- Bot based support
- Centralized / specialized team

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● Easier service booking
● Preferred time slot
● Cancellation and rescheduling
● Real time updates and ETA
● Feedback options
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Customer delight

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● SLA Adherence Reports
● Productivity Reports
● Attendance and Expense Reports
● Leaderboards
● Deviation Reports
Visibility with Reports and Dashboards

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The future of FSM has
limitless possibilities...
Dynamic scheduling that uses data on technician skill-set,
availability, inventory, and customer preferences to boost
first-time fix rates.
Intelligent technician dispatch and routing based on
real-time traffic conditions, weather, and geolocation batching
AI powered field operations that predict outcomes and
swiftly resolve or elevate customer issues resulting in more
satisfied customers.
IOT enabling devices to communicate with each other as well as
with service center eliminating human intervention
...enabling you to answer these
questions
• Do I see a spike in service requests in the holiday season?
• Do I need to consider Hybrid Labour Model?
• How can I reduce back and forth communications by
personalizing field service?
• What is the likelihood of first-time fix?
• Can I predict equipment failure and proactively alert the
customer?
• What spare parts do I need to stock up on in winter?

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With digitalization, field service management can innovate to be a strategic advantage
Field service modernization: key takeaways
KEYINNOVATIONLEVERS
SPEED
Reduce waiting time and increase first
time fix rate
Real time scalable cloud native
architecture
CONVENIENCE
Ease of booking, preferred time slots,
multiple payment options
Chatbots for scalable
touchpoints
COLLABORATION
Streamlined communication &
visibility of operations
Location Intelligence using
Mapping technologies
PERSONALIZATION
Focus on customer preferences,
history and feedback
ML based recommendations
ANALYTICS & AI
Demand forecast, field movement,
and predictive service alerts
Predictive modelling powered
by AI
INTUITIVE USER
EXPERIENCE (UX)
Modern UX, multi-device compatibility,
security, and user adoption
Intuitive, human centric &
expressive visual hierarchy with
clear functionality
WITHTECHASANENABLER

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Thanks!
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Email: sales@dista.ai
Re-imagine your Field Service with Dista

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Transformative
What Should I Do?
Basic
What Happened?
Automated
Why Did it Happen?
Optimized
Value
What Will Happen?
Complexity
• Mostly manual / ad-hoc
processes
• Heavy paperwork
• Little or no tracking or insights
into performance
• Poor collaboration
• Increased automation with ability
to auto schedule / dispatch
• Digitization of payments, proof of
completion
• Ability to drill down into reports,
use for improvement
• Well documented process with
SLA, KPI tracking
• Customer satisfaction and
feedback
• Matured well documented processes (100%
paperless)
• Comprehensive work order management
• Live monitoring for location, check-in, attendance
• Technician enablement with FAQs, live support,
internal chat
• Customer profiling with ability to personalize
service, extend offers
• Predictive insights for headcount forecast,
inventory visibility
• Ability to track technician location
• Semi structured processes
• Some ability to generate job
reports, KPIs
• Basic automation of tasks such as
service request creation
Field Service Maturity Journey – Where are you?