Effective field service is about proactively managing your workforce and inventory in order to meet the constantly sliding scale of customer expectations. As a result, field service organizations are constantly looking to improve on the key metrics to better serve customers: first-time fix rate (FTF), mean time to service (MTTS) and mean time to repair (MTTR).

Three new technology driven developments are establishing themselves in the market, with the potential to dramatically impact these field service metrics to benefit both the customer and service provider:

  • Advanced mobility: augmented reality, instant messaging platforms and native apps
  • Predictive analytics enabling prescriptive maintenance
  • Optimized scheduling and demand forecasting in an IoT world


Published at mbtmag.com. Read the full article here