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Field Service solutions play an essential role in supporting the allocation and optimisation of assets as well as the mobilisation of technicians to remote locations or directly to customers to perform installation, repair and maintenance work on assets. The asset-driven scenario is complex, with sophisticated diagnoses and resource planning required to define the relevant work orders. Resolution 'in the field' by the technical staff or contractor requires significant time and/or support..
The appointment driven scenario presents high volumes and volatility, with numerous daily appointments for each technician. The main feature lies in the ability to promptly schedule intraday changes due to emergencies, incorrect estimates or travel-related delays.
The FSM value chain can be summarised in this framework.
The companies that cover Field Service Management processes are currently facing numerous challenges in this area, such as:
Providing high-quality services at a lower price (due to budget cuts by their customers).
Identifying new revenue streams, exploiting cross-selling opportunities, also by reducing average intervention times.
Ensuring the full adoption by the workforce and customers of the new digital technologies available (Machine Learning, IoT, Augmented & Virtual Reality, Drones, and Robots).
Complete the transformation of its business models towards an increasingly prevalent paradigm of a proactive service, i.e., capable of intercepting intervention needs in advance through the use of new technologies and ensuring 100% uptime.
Enabling technicians in the field to connect with experienced operators remotely exchanging information useful for troubleshooting, thanks to AR augmented collaboration features.
Know, in real-time, the location of their technicians and ensure their safety at all times while they are providing their services.
At PwC, we know that the success of a transformation initiative lies, primarily, in understanding the client's business needs and using the right digital solution to accelerate change.
We provide our expertise in business, user experience and technology (together with OverIT) to create a unique Field Service Management solution with hundreds of predefined use cases by industry, which can significantly shorten deployment times.
Below are the benefits that can be concretely obtained by companies when they organically adopt an FSM platform:
Increase in revenue
Reduction in accidents
Increase in technical utilisation
Decrease in intervention time
Decrease in maintenance costs
Source: PwC research
Partner | Head of Operations and Global DDMRP Practice Leader, PwC Italy
Director, PwC Italy
Director | Emerging Technologies, PwC Italy