According to data from McKinsey and Gartner, the global number of IoT-connected devices is expected to hit over 40 billion by 2023 – an almost threefold increase from 2018. Today, total spending on IoT endpoints and services is estimated to be about $4 trillion. Annual enterprise IoT spending is about $130 billion, as per IoT Analytics, and IoT spending by enterprises is expected to grow by over 25% every year beyond 2021.
To put the importance of IoT into some context, a Salesforce/Harris Poll report found that:
- 90% of executives agree that improving field service performance is a top organizational priority.
- Over 65% of executives view service departments as a source of revenue for their organization.
- Over 75% of executives agree that field service agents must be able to incorporate modern technologies into their activities.
- Almost 90% of respondents say that they are investing in tech training for their field service teams.
- Over 90% of executives agree that they must adapt their service models to keep up with customer demands.
- Almost 75% of executives agree that over the next decade, services such as data and maintenance will replace products as the primary revenue drivers of their companies.
There are two key drivers behind these numbers. The first includes improvements in the technologies that underpin IoT devices and services and the ease with which new, innovative solutions can be deployed. Today, it is easier than ever for a business to purchase an out-of-the-box, plug-and-play, or bespoke IoT solution that helps the business achieve operational goals. These products and services come with highly intuitive user interfaces, hassle-free customer onboarding, and low barriers to entry (for example, the level of tech expertise required to use the solution).
The second driver includes rich and wide use cases for IoT in many different industries, from healthcare and education to supply chain, transportation, utility management, and field services. With so many benefits accruing to the businesses deploying IoT in their business processes, it is no wonder that there has been such a fast uptick in the number of companies adopting and deploying IoT in new, innovative ways.
Benefits of IoT in Field Services
With respect to field services, the potential applications for IoT are particularly attractive. There are many ways in which field service teams can lower the cost of doing business and improve customer service using IoT.
Let’s explore some of these below.
Automation and Data-Driven Diagnostics Reduce Service Times and System Downtime
Without connected devices, if something requires service, the user requests help and a technician visits the site. However, without context about the issue, missing info on the user, vendor, or parts, and a lack of prioritization, it can be difficult for the technician to first identify and then fix the issue.
With IoT, however, when something needs servicing, the device that needs to be fixed can contact the field services agency on its own with all of the data required to fix the issue. This allows the technician to quickly identify and prioritize the problem, and to arrive on-site immediately if needed.
With automation, organizations can even take things a step further by building predictive and preventive maintenance into their system so that they only perform maintenance when needed and reduce the chances of having to shut down a system to perform unexpected maintenance.
IoT-connected devices can inform operations teams and warehouses in real-time when a new part is needed. According to a report from [email protected], IoT device usage for inventory management has been shown to lead to:
- 65% improvement in customer service
- 42% improvement in the competitiveness of products and services
- 33% improvement in response times to unexpected events
- 29% improvement in service requests handled
Reduce Inspections and Increase First-Time-Right Visits
Devices with built-in self-diagnostic capabilities can reduce the need for in-person technician visits. If a visit is required, the technician can arrive with exactly what he or she needs – without having to perform a return visit. This can help the technician get more done in less time.
According to the Salesforce poll, most technician return visits are a result of one or more of the following:
- Not having the right tool or part required (40%)
- Being unable to complete a transaction on-site (35%)
- A lack of customer info on-site (35%)
- Not having enough time (29%)
- Not having the expertise required to solve an issue (15%)
IoT devices that can provide the right information to the right people at the right time can drastically reduce these numbers, generating significant cost savings from reduced technician workloads and return visits.
Avoid Truck Rolls Altogether
A truck roll is when a technician has to head out to solve a user, system, or device issue. Giving field services teams real-time data on the state of an asset or device – as well as digital diagnostics on the health or condition of an asset – can allow for either remote troubleshooting or quicker on-site resolution.
Reduce Repair Times and Increase Daily Interventions
Armed with more accurate, timely, and robust info, technicians can arrive at the root cause of a problem more quickly and get through more user or system requests per day. This will help reduce the load on your technicians, particularly your senior technicians.
Improve Compliance and Customer Satisfaction
Real-time visibility into issues and device, system, or asset conditions can help tech teams remain compliant to customer service SLAs and improve customer satisfaction throughput numbers.
Kajeet’s Managed Connectivity for Field Services
Using smart IoT devices for alerts and data collection is one of many ways in which connectivity can improve field service management. If you have access to the right data at the right time, you can improve your first-time fix rates and lower your mean time to repair an issue, complete an install, or perform a service.
Kajeet Managed Connectivity for Field Services can help you do this. From device setup and provisioning to kitting and shipping, Kajeet makes it easier than ever to keep your staff connected.
- Data and Device Management. With the Kajeet Sentinel® IoT management platform, you can easily activate and deactivate devices, edit data limits, and shift data allocations on your employee devices as needed.
- Private and Secure Connectivity. Kajeet solutions run on SecureRoute™, our private and secure network. With multiple security functions built in at all levels, you can rest assured that your organization’s data is protected.
- Speed to Market. The Kajeet managed connectivity solution for field services is fast and easy to deploy. Simply bring your requirements and Kajeet will get your entire team connected in a matter of days.
Visit https://www.kajeet.net/contact-us/ to connect with one of our Solutions Engineers and learn more about how our solutions can help your organization reach its operational goals.