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while others are leveraging the tech to help with the
service of older products that their teams can no longer
use for training.
And, like any new technology, the adoption is growing.
10% of attendees are beginning to experiment with AR
and VR – most piloting small tests with a few dealers or
regions, while about 20% see the technology on the road
map after learning more about where it falls on the
priority to budget spectrum. The possibilities behind AR
and VR in field service have endless opportunities – it’s
just up to modern organizations to embrace the
innovation.
From Break-fix to Uptime: Emerging Technology is the Solution
Emerging technologies – from IoT, to drones, driverless cars, virtual reality and 3D printing – continue to impact field service.
The 3D printing industry alone is anticipated to grow by more than 31% before 2020, generating more than $21 billion in global
revenue. And, as these technologies evolve and new trends emerge, field service professionals must be equipped to use them
to their advantage to become more efficient and effective.
The adoption of new technologies and strategies doesn’t happen overnight — you have to start by influencing from within to, in
turn, better serve your customers. This transformation is all about leveraging your own people to drive a better experience for
the customer. Embracing change can be harder than rolling out a brand new process, so it’s important to recognize milestones
along the way. Support is the most important part of leading people through the change, and sustainable change starts by
connecting people with process.
All of these trends provide opportunities for field service technicians to do their jobs more efficiently and effectively, and for
manufacturers to create that competitive edge with their service organization. Today’s most successful companies are looking
beyond the new product side of their businesses and shifting the way they view post-sales service, implementing servicefocused
growth strategies and optimizing service operations.
And as organizations continue to improve their current operations, optimize their service processes, and prep their
organizations for new advancements, the shift from a break-fix field service model to a world focused on maximized uptime will
happen thanks to the emerging technology of today.
Orange Paper | State of Emerging Tech in Field Service