{"id":59151,"date":"2022-09-12T09:01:22","date_gmt":"2022-09-12T08:01:22","guid":{"rendered":"https:\/\/wideum.com\/news\/?p=59151"},"modified":"2022-09-12T09:01:22","modified_gmt":"2022-09-12T08:01:22","slug":"new-study-shows-the-benefits-of-remote-assistance-for-field-services","status":"publish","type":"post","link":"https:\/\/wideum.com\/en_us\/news\/new-study-shows-the-benefits-of-remote-assistance-for-field-services\/","title":{"rendered":"New study shows the benefits of remote assistance for Field Services"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"59151\" class=\"elementor elementor-59151\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-2a9f4b77 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"2a9f4b77\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-2c17edd1\" data-id=\"2c17edd1\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-0355edd elementor-widget elementor-widget-text-editor\" data-id=\"0355edd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<div class=\"top-section\" data-ga-topsection=\"reader\" data-gtm-vis-recent-on-screen-2457237_1104=\"488\" data-gtm-vis-first-on-screen-2457237_1104=\"488\" data-gtm-vis-total-visible-time-2457237_1104=\"1000\" data-gtm-vis-has-fired-2457237_1104=\"1\">\n<div id=\"viewSummary\" class=\"summary\">A new Study from Gartner shows how augmented reality software promises to improve field technician preparedness, enablement, guidance and previsit diagnosis quality, but application leaders cannot navigate the hype. Use this research as input to a business case and to guide understanding of key capabilities and adjacencies.<\/div>\n<div>&nbsp;<\/div>\n<h2 class=\"summary\">Overview<\/h2>\n<h3 class=\"summary\">Key Findings<\/h3>\n<ul>\n<li class=\"summary\">Field service providers (FSPs) require better technician guidance, support and enablement capabilities to successfully replace experienced technicians that are leaving the workforce, but application leaders are simultaneously being asked to do more with less.<\/li>\n<li class=\"summary\">Application leaders and field service business leaders face competitive pressure to increase first-visit outcomes by improving <span class=\"unbalanced-text\">previsit<\/span><span class=\"unbalanced-text\">&nbsp;diagnosis, identification of skills and parts requirements, and<\/span><span class=\"unbalanced-text\"> remote technician-to-customer interaction.<\/span><\/li>\n<li class=\"summary\">With initial deployments of FSM mobile apps complete, application leaders have a new contingent of technicians with an online presence.&nbsp;<span class=\"unbalanced-text\">Application leaders&nbsp;<\/span><span class=\"unbalanced-text\">believe that additional app vendors could drive even greater benefits without further hardware investment, but&nbsp;<\/span><span class=\"unbalanced-text\">seek to avoid past failures.<\/span><\/li>\n<\/ul>\n<h3>Recommendations<\/h3>\n<p>To optimize customer service and support technology, application leaders supporting organizations <span class=\"unbalanced-text\" style=\"font-size: 16px;\">seeking mobile solutions for field service technicians&nbsp;<\/span><span class=\"unbalanced-text\" style=\"font-size: 16px;\">should:<\/span><\/p>\n<ul>\n<li><span class=\"unbalanced-text\">Calculate opportunity for improved first-visit fix rates, customer effort scores and profitability. Do this by first seeking input directly from field technicians about the potential impact of implementing&nbsp;<\/span><span class=\"unbalanced-text\">previsit<\/span><span class=\"unbalanced-text\">&nbsp;briefing, self-service guidance and&nbsp;<\/span><span class=\"unbalanced-text\">in-visit collaboration<\/span><span class=\"unbalanced-text\">&nbsp;among all stakeholders.<\/span><\/li>\n<li><span class=\"unbalanced-text\">Identify best-fit vendors by evaluating them against the&nbsp;<\/span><span class=\"unbalanced-text\">key capabilities<\/span><span class=\"unbalanced-text\">&nbsp;in this research (such as self-served guided repair,&nbsp;<\/span><span class=\"unbalanced-text\">remote expert guidance and workflow<\/span><span class=\"unbalanced-text\">) and organization-specific needs.<\/span><\/li>\n<li>Ensure foundational enterprise maturity and readiness to take on additional investments in mobile, AR-enabled collaboration and knowledge management, and define staffing plans for new triage and remote expert guidance roles. Then use these to help inform the cost side of ROI modeling.<\/li>\n<\/ul>\n<h3>Strategic Planning Assumptions<\/h3>\n<p>By 2025, over 50% of field service management deployments will include knowledge-sharing tools and\/or collaboration capability supported with <span class=\"unbalanced-text\" style=\"font-size: 16px;\">mobile augmented<\/span><span class=\"unbalanced-text\" style=\"font-size: 16px;\">&nbsp;reality, up from less than 20% in 202<\/span><span class=\"unbalanced-text\" style=\"font-size: 16px;\">1.<\/span><\/p>\n<p><span class=\"unbalanced-text\">By 2025, 40% of physical-experience businesses will improve financial results and outperform competitors by extending into paid&nbsp;<\/span><span class=\"unbalanced-text\">virtual<\/span><span class=\"unbalanced-text\">&nbsp;experiences<\/span><span class=\"unbalanced-text\">.<\/span><\/p>\n<\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fcdbb51 elementor-widget elementor-widget-button\" data-id=\"fcdbb51\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"#\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Learn more on Gartner's website<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Augmented reality software promises to improve field technician preparedness, enablement, guidance and previsit diagnosis quality, but application leaders cannot navigate the hype. Use this research as input to a business case and to guide understanding of key capabilities and adjacencies.<\/p>\n","protected":false},"author":28,"featured_media":3387,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[110],"tags":[],"class_list":["post-59151","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-market"],"acf":[],"_links":{"self":[{"href":"https:\/\/wideum.com\/en_us\/wp-json\/wp\/v2\/posts\/59151","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/wideum.com\/en_us\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/wideum.com\/en_us\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/wideum.com\/en_us\/wp-json\/wp\/v2\/users\/28"}],"replies":[{"embeddable":true,"href":"https:\/\/wideum.com\/en_us\/wp-json\/wp\/v2\/comments?post=59151"}],"version-history":[{"count":0,"href":"https:\/\/wideum.com\/en_us\/wp-json\/wp\/v2\/posts\/59151\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/wideum.com\/en_us\/wp-json\/wp\/v2\/media\/3387"}],"wp:attachment":[{"href":"https:\/\/wideum.com\/en_us\/wp-json\/wp\/v2\/media?parent=59151"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/wideum.com\/en_us\/wp-json\/wp\/v2\/categories?post=59151"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/wideum.com\/en_us\/wp-json\/wp\/v2\/tags?post=59151"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}