single source of truth” that displays the right information at the right time can help technicians complete their jobs smoothly. That leads to greater job satisfaction.
Design a knowledge base that’s easy to access and easy to create. Tools like virtual remote assistant can aid knowledge transfer between established workers and newer ones.
As you begin to deploy automated worker assignments, be sure to test your deployment for unintentional biases and risks to upskilling opportunities.
5. Protect privacy and personal data at the source
field service leaders shared that if their crew or the union thought they were tracking them, they’d all leave tomorrow. The technicians we spoke to said they don’t mind location tracking. But they want to know when it’s happening and that it’s not a form of micromanagement. Customers have expectations of privacy when a technician is on site, too.
consider what’s necessary for workers to get the job done. For example, do customers need an en-route technician’s precise location or would a 500-meter radius be sufficient?
Be transparent about when and why you’re logging technician location. Consider automated status changes to reduce tracking while helping to protect worker safety.
you collect, and apply data retention policies to sensitive information america phone number list such as gate codes and signatures.
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ai has the potential to optimize a wide variety of field service tasks from knowledge and asset management to scheduling.
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designing your field service organization for trust and transparency – and to drive greater worker happiness – will improve job performance. It will also accelerate the value of every field service worker’s frontline interaction with customers. Plus, you’ll be prepared to navigate market challenges, like demographic shifts and emerging trends in field service. No matter what comes your way, you have a process that you know works – for workers, for consumers, and for your business.
With contributions from kim campbell and ananya karthik.