Field service leaders discuss digital transformation

23 leaders from the field service sector gathered for an executive networking breakfast in Melbourne earlier this month. The expert panel was moderated by Westwick-Farrow Media Publisher Geoff Hird, with industry luminaries Richard Simpson – CIO Infrastructure Services Group, Michael Bettencourt – Vice President, Solution Consulting for LogMeIn and Derryn Simmons – Professional Services Manager at CSG Limited sharing their insights on the changing face of field service.

The topic of the day was the impact of digital transformation on the service sector. Increased client expectations regarding faster turnaround times has driven the need for efficiency improvements in service businesses, which has in turn presented opportunity for increased revenue through contract renewals and new business referrals. Many companies now recognise this and treat service operations as a source of profit rather than a cost centre, as has traditionally been the case.

Also on the table was the imperative to change field service culture and to adopt technology in order to better meet the content-access mindset of millennials. In an increasingly connected world, there is opportunity to utilise everyday technologies to further streamline operations, including video training to replace outdated printed manuals and smartphone video streaming for on-site diagnostics and remedial work.

The overarching message is that the disruptive nature of technological change presents great opportunity for service businesses. Savvy operators already realise this and are ensuring that available tools and technologies are being effectively utilised and their business practices redefined in order to meet the changing needs of customers.