For years, field service companies have used increasingly sophisticated and powerful field software to collect, store and manage valuable equipment and job site data. Utilizing that wealth of data could help service business owners address some of the most pressing challenges the industry is facing, such as the chronic labor shortage, supply chain disruptions and overall economic uncertainty.

Unfortunately, the industry has failed to capitalize on the full value of the industry’s deep collection of underutilized data. 

That’s changing, however. The technology-driven transformation of the field service industry is reaching a new phase of its evolution, where technicians in the field have the power to pull detailed, accurate information from every job that they can leverage to generate meaningful insights and help boost productivity, efficiency and revenue.

With innovative tools now available, technicians can pull data from any job site or equipment. Companies can leverage artificial intelligence to mine that data and produce automated reports that identify new strategic and monetizable applications they can act on, including:

●    Proactive capital planning
●    Tracking ERG regulations and compliance
●    Proactively planning the purchase of parts and material
●    Preparing for staffing needs
●    Identifying gaps in technician training
●    Aligning technician skill sets with how efficiently assets are performing
●    Managing equipment lifecycle 

As technology continues to advance, contractors have a stark choice. They can continue to let valuable data disappear into a virtual abyss or adopt tools that turn those bits of information into actionable insights. 

Visible data connects the chain

One significant advance in technology for the field service industry is the capability to connect and empower the entire ecosystem, from manufacturers and distributors to contractors and their customers. Advanced technology tools break up silos of communication and data, equipping technicians, contractors, manufacturers, suppliers, and end customers with a single authoritative technology solution for the entire lifecycle of equipment, from installation to maintenance, repair and replacement.

These functions connect the entire supply chain to the essential data driving the industry's technological transformation in multiple ways. Providers offering sophisticated insights backed by data and visual evidence can elevate interactions across the supply chain, functioning as partners, not just vendors. Sharing meaningful photos, videos, and other statistical data points creates a more transparent experience for customers and distributors, extending trust to all parties involved. The reliability and predictability of those relationships can open powerful opportunities for future growth.

Some of the specific benefits that resonate from technicians in the field to the full ecosystem include:  

●    Equipment status: Visible data empowers contractors to automatically monitor the equipment their company works on and proactively generate reports identifying new revenue opportunities. By proactively scheduling jobs, they can better predict the associated expenses, including the number of techs and any special tools or parts that might be required. Customers benefit from the preventive service, helping to build trust and contributing to repeat business.

●    Technician resume: Tracking technician performance helps dispatchers and leadership make informed decisions about job assignments and training opportunities, enhancing overall service and productivity and elevating relationships with distributors and manufacturers. 

●    Automated insights: Automated collection and analysis of equipment generates equipment alerts and reports that users can leverage to secure additional revenue opportunities, enhance the customer experience, and make informed decisions about seasonal, service and sales trends.  

●    Empowered technicians: Automatic insights identify new opportunities and efficiencies without adding to a tech’s workload. They can offer accurate, consistent recommendations based on data without taking time or focus away from their service or maintenance tasks. 

●    Happier customers: Consistently delivering transparent, excellent service and fixing equipment the first time result in an elite customer experience. Communicating clearly from the start of a customer relationship ensures shared expectations and enhances customer satisfaction, building long-term trust essential for repeat business and referrals. 

More business-critical data is conveniently accessible through technology than ever before, and the dataset is constantly growing. Ignoring the capabilities of innovative solutions that drive informed decision-making in an increasingly competitive industry will have consequences as more and more contractors tap into the wealth of opportunities now available. These solutions allow every stakeholder in the field service ecosystem to fully engage and activate data with powerful AI technology, giving them real-time insights that connect the supply chain and empower business owners and decision-makers to evolve and elevate their companies. Integrating AI- and data-driven insights enhances our service and product delivery and builds stronger, data-backed relationships with clients.

Stacey Bright is the chief marketing officer for XOi, the leading provider of technician-first smart technology for commercial and residential field service companies. As CMO, she drives demand generation, brand awareness in vertical and adjacent markets, and XOi’s future-focused digital strategy.