EditorialFrom Reactive to Proactive Maintenance The modern field service industry is centered on customer satisfaction as it is vital to the success of any service organization. Field service companies are more in touch with their customer's needs and are making changes aimed at improving customer experience. Today, technicians need to be capable of taking on multiple jobs. With competition rising in the field service space, technicians with multiple skillsets are more in demand as they can be scheduled for a variety of different calls. Having a liquid workforce means that a dispatch can be completed quickly, and a technician can be on site to the fix the problem faster. Going hand in hand with a liquid workforce is the change to a crowd sourced workforce. More field service organizations are looking at subcontractors and third-parties to complete jobs. It is a cost effective method to get the skillset lacking in an organization without hiring full-time employees. Apart from the managing the workforce, inventory is one of the most challenging and costly aspect of a field service operation. Many field service organizations are moving towards a hybrid inventory management system, which are integrated with customer relationship management (CRM) systems. In 2019, field service organizations are now seeing the value of virtual reality (VR) and augmented reality (AR) to assist their technicians in the field. A technician can use AR and VR-based applications and tools to access information about the device that they have been sent to fix, including repair history and diagnostics, without having to take it apart. This remote access is made possible through integration between AR/VR applications, field service software, and CRM software. AR and VR can save businesses time and money.The future of field service is an outcome-based model that aligns vendor and customer incentives. This approach will deliver sustained value to the customer throughout the lifecycle of a contract while simultaneously serving to generate a steady stream of profit. On that note, CIO Applications presents a special edition on field service solutions, featuring the top vendors in the industry. We hope this edition will help optimize technology investments to fit your field service business models for the years to come. Do let us know your thoughts. Joe PhillipManaging Editoreditor@cioapplicationseurope.comJoe PhillipCopyright © 2019 ValleyMedia, Inc. All rights reserved. Reproduction in whole or part of any text, photography or illustrations without written permission from the publisher is prohibited. The publisher assumes no responsibility for unsolicited manuscripts, photographs or illustrations. Views and opinions expressed in this publication are not necessarily those of the magazine and accordingly, no liability is assumed by the publisher thereof.Editorial StaffBen JacksonDaniel HolmesEzra BenjaminJames SmithNaomi DaleRachel ClarkSenior WritersLeah JaneClara MathewRoyce D'SouzaSalesJennifer.Sjennifer.s@cioapplicationseurope.com 510.996.5125Graphics & ArtAR RamjithDeclan ColeManaging Editor*Some of the Insights are based on the interviews with respective CIOs and CXOs to our editorial staffContact Us:Phone: 510.996.5125Email:sales@cioapplicationseurope.comeditor@cioapplicationseurope.commarketing@cioapplicationseurope.comMAY, 09 - 2019, Vol 03 - Issue 11 Published by ValleyMedia, Inc.To subscribe to CIO ApplicationsEuropeVisit www.cioapplicationseurope.com Jayajith AJoe Phillip
< Page 5 | Page 7 >