Revolutions have always changed the way people think and how they organize themselves or their workflows. All of the new digital developments culminate in the so-called fourth industrial revolution, inextricably linked to the industrial internet of things (IIoT): Interconnected sensors, instruments, and other devices networking together with industrial applications create completely new opportunities for process optimization. As a result, improved and data-driven field service management becomes a crucial factor for business success.   

Service provider can offer proactive and fast services

Field service management solutions based on Artificial Intelligence (AI) can ensure automated, smooth and rapid deployment planning leading to higher plant operability. If the field service management software is connected to the manufacturer's ERP system, the software can easily identify an available and most suitable technician. He receives the order information on his smartphone including a detailed description of the damage, precise repair instructions and checklists as well as relevant information about the customer. This prevents needless maintenance loops since the technician is able to prepare comprehensively for the particular mission. Additionally, AI based software collects all relevant information on past orders and can therefore predict whether another service might be due or which tool will be required for the next job – or even how long future deployments might take. The results are then stored in the field service management software and all linked systems.

Machine-as-a-Service connects machines with IIoT

Thanks to the (worldwide) interconnection via sensors, machines and entire production plants are able to independently recognize when maintenance is required with regard to predictive maintenance and condition monitoring. Under certain circumstances, maintenance can even be carried out by the machines themselves. Hence, the field service management of the future not only includes maintenance and system repairs, but also regular software updates. This lifecycle management approach is a key component within the machine-as-a-service model, in which manufacturing companies acquire a temporary right to use a machine with the aim to ensure that the machine makes a pre-defined contribution to the company’s business success. Machine suppliers that have integrated the machine-as-a-service-model into their field service management benefit from an increased number of contact opportunities with their customers which can be used for additional business.    

Unified Threat Management as a pre-condition for successful IIoT  

In order to use the full potential that IIoT offers to field service management without any security gaps, companies need to implement suitable measures, e.g. combined in a unified threat management (UTM). It relies on a mix of multiple security features that can be deployed on-demand, from anti-spyware, attack detection and monitoring, to firewalls and content filtering. In addition, the choice of the right IIoT platform, that connects a multitude of machines, applications and people via the Internet, lays a central foundation for IT security in the company. Ideally, the safety concept should be incorporated into the planning and development of the IIoT platform at an early stage in order to reduce IT security and investment security to a common denominator.

Crowd-service enables fast acceptance of order and execution

The question that inevitably arises is how to successfully organize a digital field service management. Crowd service platforms offer an opportunity for the employment of service technicians and field service. In order to keep abreast of central aspects such as service requests, product information and customer history at all times, the crowd uses special software that allows required data to be retrieved from the mobile devices at any time. Manufacturers and service companies can then build a pool of external specialists, certified partners and freelancers and thus increase the number of available manpower to respond to service requests in real time and improve overall quality.