The benefits of field service solutions for utility providers

Field and utility services are the lifeblood of our society. Sectors such as water, power generation and supply, wastewater and phone/broadband are on call 24/7 and without them, more or less everything ーfrom household activities to industrial production ー stops.

Field service workers are the backbone of these services, often spending long periods on the road and away from office facilities, working in dangerous or uncomfortable environments, and working alone. This is the front line of utility services and without such field service mobility, utility providers simply cannot serve their customers.

Yet, in today’s increasingly competitive utility markets, customer expectations are rising. They now expect the same convenience and immediate response they receive from omnichannel retailers. However, providers are facing challenges such as supply chain disruptions, recruitment difficulties, and profit margins are being squeezed. The recent?collapse of several UK energy providers?highlights how vulnerable the industry can be.

While this may seem like a threat to utility services, the evolving landscape actually presents an opportunity. Digitalisation and advanced field service technology offer utility providers a chance to thrive. With a large and mobile workforce, utility providers are able to be proactive in their efforts. By deploying mobile utility technology solutions within their existing workforce they can add value, increase customer loyalty and develop new revenue streams. The only caveat for utility services is this – start now, don’t get left behind.

In this post, we’ll explore five easy ways for utility services to make quick wins with specialist mobile field service solutions.

What is field service?

Field service refers to operations that take place outside the office or company premises, such as at a customer’s address or a specific external site. Field service is especially common in industries like manufacturing, telecommunications, maintenance, and healthcare. In these industries, workers are often sent out to provide customer support, install, repair, or maintain various systems or technologies.

The benefits of mobile field service solutions

1. Remote digital monitoring and cloud solutions

Many utility companies already use cloud software solutions that can be connected to Internet of Things (IoT) devices, such as remote meter reading and smart meters. However, there is scope to do much more. For example:

Optimised maintenance

Sensors embedded within domestic machines or industrial equipment can monitor those devices at all times, and deliver real-time data (including fault and lifecycle reporting) to the cloud. This lets utility providers troubleshoot problems ahead of the technician’s visit and make sure that technicians arrive fully equipped.

Such insight also allows the optimal scheduling of maintenance and replacement cycles, which tends to improve customer satisfaction. The resulting (shorter and better-planned) site visits allow field staff to be more productive and they are less likely to get called back due to having arrived without the relevant component, or having failed to identify the fault.

In the unlikely event that a technician cannot solve the problem in these circumstances, as long as they are equipped with a mobile device and have access to the company’s cloud system or online records, they can easily view the relevant documents or manuals without having to carry them in their vehicle or go back to the office.

Remote monitoring

Remote monitoring can also be used to measure consumption patterns (e.g. of fuel, machine parts) for both the business and its customers, which can be factored into service scheduling, purchasing and pricing decisions.

Create customised reports

Utility technology solutions can also collate and format data from field visits into customised reports, invoices, compliance records and more. This means that bills can be issued on the spot, along with any reports and supporting documents.? All the field service operative needs is a?connected mobile device?and, in some cases, a mobile printer.

2.?Improved staff safety

Many utilities staff work alone, and sometimes in potentially dangerous conditions. However, mobile field service solutions can improve worker safety, allowing them to work without worrying about their safety. This tends to increase staff morale and loyalty.

For example, push-to-talk (PTT) technologies are now available on mobile and vehicle-mounted devices.?This means that there is no longer a need to invest in specific transmitters or receivers), which in turn allows PTT to be used for quick communications, to call for back-up, communicate with other members of a team and monitor staff whereabouts. Similarly, telematics can be used to ensure staff are where they should be and for appropriate lengths of time (and to locate them if help is needed).?

There are other devices and apps available to enhance field worker safety. For instance, hands-free cameras and voice recorders can deter crime and provide a robust audit trail. While safety-enhancing apps can be added to standard mobile devices (including smartphones) to include location tracking and provide geographical data (e.g. What3Words).

3.?Asset tracking can save money

Many asset tracking solutions,?such as telematics, barcodes, RFID and tracking apps can help utility organisations to save money. These field service technology can:

• Minimise loss and theft
• Reduce insurance costs
• Optimise route planning and customer visits
• Monitor productivity rates.

4. Greater productivity

Many field service technologies (including the ones discussed previously) can be used to improve productivity. For example:

• Plan travel routes: Telematics can be used with live travel information and PTT or vehicle-mounted devices to optimise travel routes and distribution of work.
• Task automation: Cloud solutions can be used with mobile field utility technology solutions and mobile devices to automate mundane work such as data capture and reporting. This frees up staff for more directly profitable activities (in some cases it can also reduce the need for highly dangerous work e.g. at height or in confined spaces).
• Easily issue invoices and reports: Field service technology allows field workers to issue invoices and reports in seconds, on the spot, using only mobile digital devices.
• Make site visits more efficient:?Remote monitoring allows more to be done before a site visit is needed and can be used to make site visits shorter and more effective.

5. Improve customer service

With digitalisation and utility technology solutions, utility firms can provide the seamless, non-disruptive and prompt service that their customers now expect. Even if a field staff member can’t immediately solve a problem, if they are connected they can quickly put the customer in touch with someone who can. Mobile devices used with cloud solutions also make upselling easier: it is now a breeze for a technician to download relevant marketing material or information for a prospective customer, and to set up a convenient sales call. All of these solutions make for happier, more loyal customers.

Achieve a more connected mobile workforce with The Barcode Warehouse

At The Barcode Warehouse, we offer a range of mobile utility solutions that are designed to enhance communication and worker safety. Our expert team can provide personalised recommendations, to ensure you choose the perfect field service technology that matches your needs and budget.

Unsure about what mobile field service solutions are right for your organisation? View our utility sector technology solutions page for an overview of what we offer.