Right to Repair and Shifting Customer Expectations: Are You Ready?

Field service is undergoing a major transformation. Equipment is getting more complex, the skills gap is growing and the pandemic has accelerated the digital transformation like nothing before. Additionally, the “right to repair” movement is making waves across the US and EMEA, presenting another challenge for an already fluctuating industry.

What is Right to Repair?

Simply put, Right to Repair is aimed at allowing people to fix their own products or take them to whoever they choose to repair. In many cases, manufacturers control both the supply of parts and the software needed to fix their equipment and consumers risk voiding out their warranty if they don’t have their equipment – whether it’s a cellphone or a tractor – fixed by manufacturer-approved service.

As equipment grows more complex, specialized technology like computer chips, encryption, and password-protected diagnostic tools are required for diagnostics or repair. Right to Repair aims to make all of this available to consumers and independent repair engineers.

Factors such as changing consumer demands and customers’ need to feel empowered, as well as concerns for overflowing landfills and greenhouse gas emissions by manufacturers have been driving towards Right to Repair for years now.

Currently, 14 states are either currently introducing or already debating “Right to Repair” legislation, and companies can be sure that more states will follow suit.

Additionally, last month the Federal Trade Commission (FTC) voted unanimously to enforce laws around right to repair, ensuring that US consumers will be able to repair their own electronic and automotive devices.

There is no doubt that Right to Repair holds a lot of benefits for both the environment and consumers. However, some manufacturers oppose this notion, arguing that it will make products less secure and could expose consumers to safety risks.

What Does Right to Repair Mean for Field Service?

It’s a good question, and one that experts are still trying to figure out. What it may mean is that right to repair could increase competition with vendor and OEM service teams by accelerating demand for 3rd party service agents. Or it could be that vendors and OEMs try and expand their teams with 3rd party service agents, something many are already doing thanks to the skills gap and the pandemic.

Above all, right to repair underscores shifting customer expectations. Customers want to minimize downtime and cost from parts and labor as much as possible. They want to avoid unnecessary and inconvenient service appointments and engineer visits. And most of all, they want to be able to do basic repairs whenever possible.

This means that field service organizations must start placing customer experience at the forefront and start investing in the tools necessary to deliver on all of these demands.

How Can Organizations Prepare?

The pandemic has rapidly accelerated the digital transformation and research is showing that field service executives are committed to investing in solutions to that will bring their company up to speed. However, it’s important that they are investing their money in the right areas:

  • Self Service: Focusing on tools that will enable self-service, such as knowledge bases, FAQ’s and 3D animations will be crucial in helping organizations – and customers – adjust to right to repair with ease.
  • Efficiency: Organizations need to make sure they are supplying their field service teams, customer service representatives and 3rd party workers with the knowledge they need. Having quick access to accurate servicing and parts information will ensure fast fixes and minimize down time.
  • Cost Lowering: Return visits, unnecessary truck rolls and incorrect parts orders are some of the biggest offenders when it comes to excessive operational costs. The right mobile knowledge tools will dramatically decrease all three, increasing profit margins.

Industry experts are still trying to figure out how right to repair is going to impact the field service sector. However, there is no doubt that companies who are already dedicated to digitally-driven service and enhanced customer experiences will fare better than the laggards. By investing now in the tools needed to future-proof your organization, you will be able to minimize any negative impacts and rise above the shifting tides.

Is Your Field Service Organization Future-Proof?

Preparing the Workforce of the Future

If the pandemic has taught us anything, it’s that no one can predict what the future will hold. The resiliency of field service has never been more in the spotlight. This last year, companies learned just how flexible their operations were. Unfortunately, some where left scrambling to adapt to “new norms”.

Now it seems like things are slowly getting back to normal and you might think that organizations are breathing a little easier. However, a recent study found that 95% of CXOs expect to be hit by another crisis in the near future. This might seem all “doom and gloom” but consider this – we’ve already experienced 3 global disasters in the last 20 years.   

Whether or not a company begins to prepare now for the next crisis will be the deciding factor between which companies successfully weather the next storm and which do not. However, between technological transformation and the changing workforce landscape, trying to think ahead can feel overwhelming. So, what is a company to do?

Here are the three areas you need to focus on now to help you prepare the workforce of the future. And they all have one thing in common: outsourcing.

Future-Proofed Technology

More than ever, the technology your organization invests in must be flexible enough to adapt to a changing environment. Organizations need to implement modern field service solutions that can be deployed quickly and cost efficiently. However, the increasing complexity and speed of change of technology makes this difficult. With technology expected to evolve exponentially and become more disruptive in the coming years, investing in the latest technology may not be an option for most companies.

Outsourcing provides access to the latest available technology, allow companies to remain competitive and relevant. Organizations can mitigate risk by avoiding investment in technology and resources that could become redundant quickly, while giving them flexibility and scalability they need to be future proof.

By finding a technology provider familiar with the latest trends and innovations, as well as the knowledge and experience to deploy it to your team, you will save your organization the cost of investing in-house. 

Future-Proofed Workforce

Before the pandemic, a report by the Service Council found that half of of field service organizations reported challenges finding enough talented technicians. COVID-19 has certainly driven this number higher.

By now, you have heard of the rising gig economy and the benefits it has for field service organizations. Some companies have already included on-demand workers as an integral part of their current operations. No doubt, these companies were able to remain flexible and adapt quickly to the uncertainties 2020 brought their way.

If they haven’t already, companies should be seriously investigating how a 3rd party workforce can fit into their future-proof roadmap. Contracted workers give businesses the operational scalability needed during uncertain times, as well as access to workers with more specialized skill sets.

Future-Proofed Knowledge   

The importance knowledge plays in a field service organization’s ability to be successful during a crisis has been proven ten-fold during the pandemic. Unfortunately, many organizations found themselves relying on it more than ever and companies soon realized that their “good enough” knowledge management procedures were no longer sufficient.

The need for knowledge isn’t going away soon. According to the Service Council, 70% of service organizations indicated that they would be burdened by the knowledge loss of a retiring workforce in the next 5 to 10 years.

Implementing knowledge management can be an overwhelming task. Creating, delivering and maintaining an effective knowledge solution takes a combination of people, process and technology in order to be successful, and most companies lack the inside talent, software and time to do it. In fact, we’ve heard from many companies using in-house systems realized just how insufficient their current way of doing things was last year.

Working with a knowledge management provider that not only has the know-how, but access to the latest tech, qualified experts is the best way to ensure you get an effective, and accelerated, strategy in place.

Outsourcing is the Future

It’s not a matter of “if” the next crisis will hit. It’s a matter of “when”. Fortunately, outsourcing provides the necessary ingredients for companies to remain resilient and adaptable when faced with the unexpected.

Outsourcing gives businesses the ability to create opportunities for digital growth that they wouldn’t otherwise have, while letting employees focus on their main roles. Organizations can build teams of skilled professionals for both core and non-core functions without adding the expense of full-time employees, as well as shift areas of operations globally during a crisis.

What Can Field Service Expect in 2021?

There is no doubt about: 2020 has massively disrupted business as usual, and most field service organizations around the globe have spent the last year scrambling to adjust to the “new normal”. Now that a new year is here, let’s look back at the how the lessons learned from last year will transform the field service trends of 2021.

1.     Safety First

If there is one thing 2020 taught us, it is that safety should always be the top priority. Moving forward, companies will be putting a greater emphasis on safety, with many completely re-evaluating and overhauling existing safety protocols to appease customers and workforce.

Customers will be seeking services from companies that observe the best health and safety procedures. In addition, employees also want to feel safe when onsite. If a company does not have adequate safety policies in place, engineers are likely to look for work at a company where they feel their safety will be ensured. Therefore, strict safety protocols will have to be a priority for any organization that wants to remain competitive.

2.     Contact (Tracing) is Key

Contact tracing is something that very few of us gave any thought to before last year. Now, it has become a part of our everyday lexicon. As mentioned above, safety will be top priority in field service and contact tracing will have to play an important role.

The very nature of the field service engineer’s job is to go from one place to another, frequently. Therefore, it will be crucial for organizations to see where they’re going and where they’ve been. If you have not done so already, now is the time to invest in apps that can track interactions and support contact tracing efforts. That way, if an employee does get sick or is exposed while on the job, you can easily determine who that person has been in contact with.

3.     Digital Transformation Goes Full Speed Ahead

Digital transformation may have been on the horizon for some time now, but 2020 has brought it front and center. The pandemic has marked a radical rethinking of how field service organizations use technology to do business.

Customer expectations around services and products has shifted completely, and organizations are realizing that simply “getting by” with outdated technology is not a viable option for any company that wants to stay competitive and profitable in a post-COVID world. Specifically, remote technologies like AR and VR, as well as mobile technologies aimed at reducing engineers’ time on site, should be at the top of all organizations’ “must-have” lists.

4.     Rise of the Gig Economy

A gig-economy staffing model has long been on the rise worldwide. According to McKinsey, by 2025 a whopping 50% of field service workers will be freelance. Service leaders seem ready to embrace the use of a blended or outsourced workforce to navigate the challenges of a post-pandemic industry, workforce retirement, the talent gap, and evolving customer needs.

However, if organizations wish to meet and exceed the expectations of the customer, they will need to prioritize mobile tools that will not only enable technicians to complete complex repairs more quickly, but also provide appropriate monitoring capabilities for the company.

Conclusion

We can all agree that 2020 put the field service industry through the ringer, but it has also taught us to be more innovative, more flexible and more resilient than before (both personally and professionally!). And while 2021 will no doubt bring with it a new set of challenges, organizations now have an opportunity to put the lessons learned from last year into practice moving forward.

The Critical Tools Manufacturers Need to Excel at Service Delivery with a Contracted Workforce

The manufacturing industry is rapidly changing, and the role that third party workers play in service excellence is becoming even more critical. Technological advancements in AR and IoT were already driving the move towards a contractor-focused – or gig – economy. In 2018, the IDC predicted that within two years, 20% of service would be delivered by contractors.

Since then, the combination of the field service skills gap and the COVID-19 pandemic has pushed 3rd party workforces directly into the spotlight and cemented outsourcing as an essential part of service delivery. Manufacturers are turning to third-party providers to overcome travel restrictions, reduce costs and extend their service capabilities.

To ensure outstanding service for clients, organizations must invest in the right tools to support and manage external service workers.

Provide 3rd Party Workers with Mobile Knowledge…

Service efficiency is directly related to a technician’s access to knowledge. A 2019 TSIA (Technology Services Industry Association) report found that knowledge management had a huge impact on performance, with a 50% reduction in mean time to repair.

The need for knowledge is true for all technicians, whether they are employees are contractors. In a survey by the Aberdeen Group of 3rd party workers, 24% said their primary reason for a repeat visit was because they didn’t have the necessary knowledge to complete the task the first time.

Mobile knowledge tools are a necessity for field service excellence, and one of the most important solutions a manufacturer can invest in if they wish to deliver or maintain a high quality of service delivery.

…But Don’t Provide More Knowledge Than Necessary

Not having access to technical and parts data makes it difficult, or even impossible, for 3rd party contractors to complete the job they were hired to do.

However, this is easier said than done when the manufacturer or customer’s security protocols might make it difficult to grant the contractor access to sensitive data. It becomes even trickier with blended workforces, where employers might have a hierarchy of employees within your organization, all with different levels of security clearance to sensitive technical data.

The ability to manage exactly what a contractor can access is critical for organizations stay secure and compliant. Furthermore, it is an important demonstration that manufacturers take the security of their customers’ business and assets.

Investing in a mobile knowledge tool that gives managers complete control over who sees what information and for how long will allow organizations to safeguard sensitive data while ensuring their workers – both internal and external – have the information they need onsite.

Use Analytics to Monitor 3rd Party Worker Performance

Extending service capabilities with a 3rd party workforce calls for more attention to monitoring external field staff’s task performance. However, with many technicians in different regions, supervision and quality control can be far more complicated. Managers need to have access to real-time information about how external providers perform.

One area of data analytics that is often overlooked is insight into how technicians are using available knowledge. And yet, this information is one of the most critical for an organization to locate knowledge gaps and training needs, as well as identify behaviors that are affecting Key Performance Indicators (KPIs) such as first time fix rates and mean time to repair.

Knowledge is the Way Forward in Field Service

A gig-economy staffing model has long been on the rise worldwide, and service leaders are already embracing the use of a blended or outsourced workforce to navigate the challenges of a post-pandemic industry, workforce retirement, the talent gap, and evolving customer needs.

In order to meet and exceed the expectations of the customer, organizations will need to prioritize mobile tools that will enable technicians to efficiently resolve customer needs while also providing appropriate safety protocols and monitoring capabilities for the company.

In the Age of Digital Transformation, Why Are Organizations Still Relying on PDFs?

The Digital Transformation has marked a radical rethinking of how field service organization use technology to do business, as well as what customers expect around the services and products these organizations deliver. Simply “getting by” with outdated technology is not a viable option for any company that wants to stay competitive and profitable.

Despite this rapid digital acceleration, one holdover from the Jurassic period still remains: the PDF.

The PDF is Clunky, Outdated and Frustrating to Use

In a recent article for NN/g, Jakob Nielsen discusses several usability issues of PDFs, calling them “unfit for human consumption” in this digital era. The 7 concerns he identifies as problematic are:

  1. Linear and limiting: PDFs are typically converted documents that were intended to be printed and were created in print-focused programs like Microsoft Word. Because of this, PDFs usually askew digital best practices around UX or accessibility.
  2. Jarring user experience: There is no denying that PDFs are outdated and clunky. This is even more true for the millennial user who has grown up viewing information on web browsers and mobile devices.
  3. Slow to load: PDFs can take a painfully long time to load, particularly if they’re large files with many pages or images (I’m looking at you, service manuals). Additionally, users can face extra charges if they are forced to download those hefty PDF using data instead of Wi-Fi.
  4. Stuffed with fluff: The creators of PDFs tend to favor quantity over quality. Because they aren’t designed with the same mindset as, say, a web page, they lack the substance that makes digital formats easier to read such as bullets, subheadlines, anchor links, and chunking. This makes it much harder to skim a PDF to look for the information that the user needs.
  5. Cause disorientation: Unlike digital platforms, PDFs lack standard interface elements and navigation tools like floating menus or return/back buttons. Users to struggle to stay oriented with where they are or return to previously visited places, preventing them from navigating through the content with speed or ease.
  6. Unnavigable content masses: PDF users have no quick way of understanding the type of content available in the PDF or getting to the interesting section without scrolling through everything that comes before them. Posters of PDFs mistakenly think that a clickable table of contents will solve this issue, but it doesn’t. Users still have to spend time and effort scanning the table of contents for relevant keywords, hoping that it’s a match. Of course, if users jump to a section of a PDF, only to find it doesn’t contain the information they were looking for, they are then forced to scroll 75-pages back up to the table of contents and try again.
  7. Sized for paper, not screens: As discussed before, PDF layouts are almost always optimized for a printed sheet of paper, so they rarely ever align with mobile devices. Unfortunately, mobile devices are where field service technicians tend to view most of their technical and servicing information. This means a lot of scrolling through a lot of tiny, unreadable fonts, pinching, zooming, and squinting until they find the information they need.

The PDF is Not Fit for Field Service

All of this adds up to one thing: your field service technicians hate the PDF. It makes your workers less efficient, less accurate and more stressed out. The inability to navigate PDFs means finding information is more challenging and time consuming. This leads to failed KPIs, customer dissatisfaction and higher churn rates among your workers.

Unfortunately, organizations still incorrectly assume that posting a PDF online is faster and easier than creating a more accessible way of publishing and disseminating information. Of course, who can blame them? Creating an efficient digital knowledge solution requires a blend of expertise, experience and technology that few organizations possess.

Plus, once its launched, the knowledge will need to be regularly updated and optimized to ensure field service technicians are not working with outdated, inaccurate data. What is the point of saving your field service department time and money by converting to a digital knowledge solution if you’re just going to put it all back into creating and maintaining the same solution?

This is why investing in a provider that has experience in transforming your existing PDFs and other disparate knowledge into a useable, efficient, mobile knowledge solution is the best option. It will save your organization a lot money, stress and wasted resources, while also delivering the accelerated digital transformation you need to stay competitive.

Field Service Technicians Need More Than “Good Enough”

For far too long, organizations have taken the “good enough” approach to knowledge management. Expecting your field service technicians to scroll through hundreds of pages of PDFs to locate important – even critical – information wasn’t ideal, but it was “good enough”.

However, the pressures of an aging workforce, shifting customer expectations and operating in a post-pandemic world have rapidly accelerated the digital transformation. Whether or not organizations continue to take the “good enough” approach will be the different between sinking and swimming.

Bottom line: it’s time to ditch the PDFs for a knowledge solution that works with your mobile workers, not against them.

Is Your Knowledge Management Strategy Preparing You for Life After COVID-19?

COVID-19 is rapidly accelerating digital transformation for service organizations, and knowledge management is playing an enormous part. Companies will need to rely heavily on third-party contractors, and all engineers — both third-party and employees — will need to limit contact onsite by completing the fix the first time and as quickly as possible. In addition, the forecasted economic downturn brought on by the pandemic is creating intense pressure within service organizations to reduce costs and increase profitability.

In a guest blog for ServiceMax, AnswersAnywhere VP Bo Wandell discusses how companies can provide the digital training and deeper knowledge that engineers need onsite to improve accuracy and efficiency, while also reducing cost pressures.

 

Step Away from the Shared Folder: Why Knowledge Management Shouldn’t be an Inside Job

Digital transformation has been on the minds of field service organizations for some time now. However, the COVID-19 pandemic has not only underlined the important of being digitally enabled. It has also underlined the urgency to accelerate it.

One of the most critical areas in need of digital transformation is information accessibility. Not only are organizations having to rely more heavily on third party contractors in order to limit travel, but the aging workforce challenge that many organizations were already grappling with pre-pandemic has been expedited. In fact, a recent study found that significantly more American workers are going into early retirement, compared to previous economic downturns. For companies to stay competitive, they need to change the way they are capturing and dispersing knowledge, and they need to do it fast.

Which leaves field service execs scrambling to figure out how quickly they can get a knowledge management solution launched. The answer, more than ever, is outsourcing.

Why Should You Outsource Your Knowledge Management Project?

With the threat of a post-pandemic recession looming, it might seem counterproductive for your organization to outsource knowledge management when you should be pinching pennies. However, creating, delivering and maintaining an effective knowledge solution takes a combination of people, process and technology in order to be successful, all resources that are most likely in short supply within most companies right now.

Hiring a provider will save your organization a lot money, stress and wasted resources, while also delivering the accelerated digital transformation you need. Here are 6 reasons why hiring an outside provider reduces the risk of inefficient knowledge management:

Lower Operational Costs

As mentioned above, outsourcing helps organizations save costs related to labor, training, business operations, technology and more.

Mitigate Risk

Knowledge management technology is advancing rapidly. Companies mitigate risk by avoiding investment in technology and resources that could become obsolete quickly or fail to deliver adequate ROI.

Get Access to Latest Technology

Save your organization the cost of investing in-house by finding a knowledge management provider familiar with the latest trends and innovations, as well as the know-how to deploy it to your team.

Save Time

TSIA reports it takes an average of 12 days to publish just one new article in a knowledge base. Outsourcing allows you to focus internal resources on other projects and growing your operations.

Access to Experts

Creating an efficient knowledge management solution requires a blend of expertise, experience and technology. Plus, once launched, the knowledge will need to be kept up-to-date and optimized to ensure field service engineers are not working with outdated, inaccurate data. By outsourcing, companies have access to the most knowledgeable experts in the field. A knowledge management company worth their salt will have ample experience to draw from and well-developed processes in place.

Competitive Advantage

To keep ahead of the competition, businesses need to think strategically and efficiently. Outsourcing means you can focus on core business processes while turning over non-core operations such as knowledge management to the experts.

There is no doubt that COVID-19 has caused many companies to fast-track their digital transformation strategy. However, if the strategy is going to be successful, knowledge management must play a big role. Working with a knowledge management provider is the best way to ensure you get an effective, and accelerated, strategy in place.

How Knowledge Tools Can Help Recession-Proof Your Company

The word “recession” seems to be on everyone’s minds at the moment. While it is nearly impossible to predict the exact timing of an economic recession, most experts agree that, due to the Covid-19 pandemic, there is one in the near future. With the threat of a recession looming, it might be tempting for your organization to cut corners and pinch pennies. It’s always a good idea to routinely examine and curtail costs, but now is the time to be on the offensive, not the defensive.

In a guest blog for the Service Council, AnswersAnywhere Vice President Bo Wandell explores why knowledge management is one of the best recession-proofing tools for field service organizations.

 

Managing the Impacts of Coronavirus within your Organization

In a few short months, the coronavirus pandemic has changed our global landscape. Manufacturing shutdowns, stock market fluctuations, travel bans and shelter-in-place orders are forcing organizations to completely rethink the way they operate.

While some factories are temporarily grinding to a halt, others are becoming increasingly busier. For food and beverage manufacturing, medical equipment companies, hospitals and more, avoiding equipment downtime is more critical than ever. Field service organizations will need to meet these demands while facing unique new business challenges.

Cost Pressures will be Higher

Many field service organizations will start feeling the financial crunch. This is why it’s imperative that they start thinking about what remote technologies and offline support tools are available to help them achieve lower service costs. Solutions aimed at reducing truck rolls, time on site, return visits, and incorrect parts orders are a good start.

Now is also an excellent time to revisit your current technology. Are there any features or add-ons offered by your field service management platform that you could be utilizing? What integrations to they offer that could help you lower costs and increase efficiency? Focus on technology that is quick to implement and is easy to use. Your IT team and field service engineers are under enough pressure and don’t need added stress or tech overload right now.

Access to Knowledge is Critical Right Now

Many executives are struggling with the dilemma of how to keep their workers safe while also keeping their customers up and running. A survey from TSIA found that almost 88% of companies are continuing to deploy field service engineers to sites, with 67% implementing significant restrictions like limiting travel and time on site, as well as increasing the use of local 3rd party providers.

Minimizing time on site and return visits are crucial right now. Additionally, the need to keep contact to a minimum means training techniques like job shadowing are not a safe option right now. Because of this, your engineers will need immediate access to technical and parts information. Making sure they can get the answers they need is vital to helping them stay efficient, while also reducing equipment downtime. In addition, it will lessen the impact on your call center and support staff during this time.

If your company is relying more heavily on the use of 3rd party providers due to travel restrictions, it’s vital that you empower them with the tools they need to deliver the same quality of service as your full-time employees. Ensuring that they have mobile access to important break/fix, installation and parts knowledge will be one of the most important arrows they can have in their quiver. This will help improve the 3rd party technician’s efficiency and accuracy, while showing your customer that you can still deliver excellent service in a time of crisis.

Communicate, Communicate, Communicate

This is perhaps the most important thing you should be doing as a company. As we have all seen, information and guidelines are changing by the hour. It’s important not only for your organization to stay informed, but to then keep your employees and customer informed as well.
Field service engineers are remote by nature. During times like these, it’s common for them to feel more insular and out of touch with the company. This is made more difficult by the fact that organizations must limit physical contact between their employees.

Daily virtual contact with your team through video conferencing or phone calls is a great way to help ease anxiety, keep everyone informed, emphasize important information and reinforce the important roles they are all playing in keeping your company functioning.

Perhaps your engineers have been grounded for all but the most essential jobs. They may be struggling to find structure in their new routine and stay focused. Offering virtual training courses, information exchanges or product information sessions will go a long way in helping them feel productive.

It is also important to stay in contact with customers. They are facing anxieties and pressures of their own. Knowing that you are still there to literally keep them up and running will go a long way in strengthening customer loyalty after this pandemic subsides.