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A standardized workflow automates tasks and predicts the next steps. Aside from the benefits, there are also costs to consider. Over the next three years, utility companies could save up to $813 billion through automation at scale, according to Capgemini. Automation, however, remains largely underrated in the utility sector.
Fremont, CA: A utility company's field service management can be improved through automation. The system streamlines repetitive tasks and simplifies processes. In this manner, utility companies ensure continuity of service, shorter resolution times, and improved cost efficiency. Additionally, they can develop data-driven strategies to improve the efficiency and effectiveness of essential work.
Let’s take a look at how utility companies can benefit from automation in the field service management process.
The benefits of automation in field service management for utility companies
Electricity, water, gas, and other utility services are expected to be provided continuously to residential and commercial customers. The digital-first field service management system connects the business and consolidates data in order to meet customer expectations. Therefore, utilities improve operational efficiencies and customer satisfaction.
By automating field service management, this approach can be taken to a whole new level. Analyzing data enables artificial intelligence (AI) to automate processes. AI predicts the next steps based on this data.
Increasing workforce productivity, resolving problems faster, and ensuring first-time fixes are some of the benefits of automation. A standardized workflow automates tasks and predicts the next steps. Aside from the benefits, there are also costs to consider. Over the next three years, utility companies could save up to $813 billion through automation at scale, according to Capgemini. Automation, however, remains largely underrated in the utility sector.
Despite the lack of automation, field service teams already perform well. Their work is more enjoyable and less stressful with automation. At the same time, they improve productivity and first-time fix rates.”
Three use cases for automation in field service management
Customers and workers can both benefit from automation in utility companies. Here are three examples of common automation uses:
DELIVER SERVICE FASTER BY AUTOMATING SCHEDULING AND DISPATCHING
It is important to distinguish between planned and unplanned utility jobs. As a result of automated scheduling and dispatching, each of these situations can be addressed in the following ways:
• Errors and biases caused by manual processes should be reduced. During the interaction with the customer, capture key information. Provide a set of requirements for the new service ticket. Automated scheduling matches the right utility workers, crews, and tools with the appropriate field service tasks.
• Respond faster, at scale. Ensure that customers receive the assistance they need as soon as possible. When a customer has an urgent need, automated scheduling can save a great deal of time. With more time to devote to customer service, dispatchers are able to provide an empathetic service. Meanwhile, they can dispatch field service utility workers to the job site.
• Adapt to last-minute changes. It does not matter if there is a late arrival or a delay in a job. All team members are updated in real-time. Field service utility teams benefit from this flexibility and adaptability.
• Speed up onboarding. To find out what to do next, teams do not have to switch between different systems and employees, and contractors get up and running fast with automated workflows. They access these workflows from their mobile app. To ensure first-time fix rates, workflows guide them through key steps.
