4 minute read
BRAD HAWKINS
SUSTAINABLE
SERVICE:
How to lower your business’ carbon footprint in the field.
By Brad Hawkins
Environmentally conscious and sustainable public habits, legislative policy and business practices are at the forefront of societal concern and discussion. It is important for organizations to have a clear understanding of their operational impact on the environment and the developing technology that could transform work to make it more eco-friendly. According to IDC, 40% of field service organizations cite sustainability as a top priority. Here are a few ways in which field service management (FSM) technology can streamline business practices and reduce environmental impact.
REDUCE PAPER AND ADMINISTRATIVE WASTE
Although paper reduction and recycling have been a staple of sustainable business practices for quite some time, it is important to note that many companies still rely on traditional paper-based and manual
approaches to field service management. While unnecessary paper consumption is damaging to the environment, these manual methods are also time-consuming, tedious and prone to human errors. The digitization of traditional paperwork and administrative tasks through digital field service management tools can help service organizations become more efficient as they work toward their sustainability goals.
Field service management software converts paper forms to digital files that eliminates the challenge of managing the constant influx of paperwork. Technicians no longer need to complete physical work orders or phone busy call centers to convey customer details – all service records, time and expense reports and customer information is accessible on a mobile field service application that they can use anywhere out in the field. FSM software eradicates the need for mass paper consumption in field service and can streamline operations by allowing technicians to complete inspection checklists, work quotes and job assessments, all from one digital device.
LEVERAGE TECHNOLOGY FOR PEAK PERFORMANCE
Many of today’s consumer appliances have smart capabilities and are integrated with Internet of Things (IoT) technology. When these smart appliances and devices are configured correctly, they offer customers new levels of use and provide manufacturers and field service organizations the opportunity to remotely collect data on the status of the system. This information can help original equipment manufacturers (OEM) share courtesy alerts via FSM software and home assistants about preventative maintenance and preemptively schedule service visits to ensure appliances are consistently operational. These capabilities can significantly reduce unnecessary energy consumption from faulty or ill-functioning equipment.
The added intelligence of smart appliances and integrated service systems heightens the customer’s experience both with their appliance or system and with the service company as well. According to Forbes, 88% of consumers will be more loyal to a company that supports social or environmental issues. By reviewing the system and client information gathered from FSM software and smart appliances, technicians can get ahead of any environmentally hazardous failures or recommend new equipment or upgrades that are more sustainable and ENERGY STAR compliant, thereby building trust with the customer and solidifying a strategy for retention while meeting eco-friendly business objectives.
AUTOMATE AND OPTIMIZE TECHNICIAN TRAVEL
Field service is a mobile business. The bread and butter of a successful organization is its ability to assess and address work requests across a broad geographic range – ideally on the first visit. However, mobility comes at a high cost, considering national fuel prices are at a record high. When discussing sustainability in field service, proper schedule execution is essential to mitigating fuel waste caused by additional or unfruitful service visits. Artificial Intelligence (AI)based schedule optimization is helping service organizations consider demand changes, weather, traffic, travel time, location and skill set of its technicians and its fleet when assigning jobs. Overall, the consumption of fuel, resources, and time has a massive impact on the environment as well as a field service organization’s revenue.
AI-powered field service management software is also helping business automate tasks for higher efficiency and ensures that field techs have all the correct customer information and the right parts for a service appointment. By increasing visibility and control on the supply chain through FSM, technicians can be sure of their truck’s inventory and that they have the proper parts to complete the job. Wasted field service trips in fleet trucks and cars are costly, resulting in extra fuel consumption, increased carbon emissions, lost productivity, and reduced customer satisfaction. FSM calculates the information on the tools, customer history, and details necessary to complete each job and can automatically assign the work request to the technician closest or best equipped. The insight FSM offers technicians and operators can help improve first-time fix rates for all service jobs, which can not only reduce a company’s carbon footprint by eliminating the need for repeat service calls but can increase customer loyalty and brand recognition.
For field service organizations, digital transformation is the key to overcoming antiquated business methods that can still negatively affect the environment. Field service management is one way in which service organizations can connect their employees, customers and providers and eliminate redundancies that drive up waste and fuel costs – helping elevate the entire industry to new levels of sustainability. c
ABOUT THE AUTHOR
Brad Hawkins is Senior Vice President of Products and Solutions at ServicePower and oversees product management and pre-sales engineering across North America and Europe. A long-time veteran in the world of field service technology, Brad brings more than 20 years of experience in workforce management software.
