3 ways to improve field service management

  • ServiceNow Blog
  • Solutions
  • Customer Experience
  • 2021
December 13, 2021

Field service management: 2 co-workers with hard hats standing in a warehouse

Updated Feb. 11, 2022

Field service management covers a lot of areas, from installing and maintaining field equipment to scheduling, dispatching, and labor tracking. Across those myriad areas are numerous challenges: scheduling conflicts, miscommunications, workforce changes, customer dissatisfaction, poor first-time fix rates, lack of asset visibility, and more.

But field service management is vital to successful business operations. Here are three ways ServiceNow helps companies improve their field service operations:

1. Keep trucks rolling

Workforce challenges are not unique to field service management. They affect every industry and business. But labor shortages in field service can have a domino effect on customers’ businesses. Adopting new technologies, such as artificial intelligence (AI) and augmented reality, can ease your workforce struggles.

Watch our Embrace new technologies to address the field service talent shortage webinar to find out how. Miles Szkoda, director of Field Technologies Online, moderates a discussion between ServiceNow experts Nikki Narang and Rob Schaefer.

2. Be proactive

Field service relies on technicians. Amid the "Great Resignation," keeping technicians can be challenging. Our Delivering proactive field service webinar discusses the barriers to maintaining a skilled workforce and explores ways to create great experiences to overcome those barriers.

Gain insights from John Ragsdale, a distinguished researcher and VP of technology ecosystems at the Technology & Services Industry Association (TSIA), and ServiceNow experts. You'll learn how to identify patterns and get ahead of potential needs.

3. Enhance the technician experience

With the rising talent shortage in field service, you can’t afford to lose field technicians to your competition or even to other fields. Yet, 33% of field techs admit their jobs are not satisfying, according to the Service Council’s 2021 Voice of the Field Service Engineer survey. And 60% aren’t committed to staying in the field for the duration of their career.

This can negatively affect customer relations. To overturn it requires a hard look at the source of the dissatisfaction. Watch the Voice of the field service engineer webinar to learn how Xerox improved its technician experience with mobile technology.

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