This report examines digital transformation (DX) in the context of the field force operations,
which we term Future Field Force, enabled by the key technology groups that are the focus
of Transforma Insights’ research. It focuses on the use of DX in field force operations including the management of resources that are employed to undertake work away from company facilities. This includes personnel scheduling and dispatching, field training, worker safety, and managing the activities of field force personnel.
Field force service operations are a key aspect of many industries. The success of these operations often depends on managing customer relationships, ensuring that the right people are at the right place at the right time and with the right tools, and enhancing KPIs such as the first-time resolution rate, mean repair rate, precise scheduling, resolution time, and asset uptime or availability. However, achieving these goals is becoming difficult as the sector faces challenges with increasing product complexity combined with a shortage of skilled workers. Complex machinery often serves specific customer requirements and can vary significantly in terms of build and configuration, which makes it difficult for field personnel to acquire technical mastery over the entire installed base. Additionally, in some industries, machinery is often installed in remote or inaccessible locations and frequent visits by service technicians can be inefficient and expensive.
Companies can better manage these challenges by incorporating digital technologies such as IoT, artificial intelligence (AI), augmented reality, and virtual reality into their business operations. Digital solutions can increase the first-time resolution rate , increase the productivity of mobile workers, and decrease truck rolls (and associated carbon emissions) by addressing some problems remotely.
Overall, we have identified five key domains of change in the Future Field Force Management area that are enabled by digital transformation. These are discussed in more detail in this document and comprise:
▪ Field Force Management, refers to the digital solutions that enable intelligent and automated field resource planning and scheduling, capacity management, forecasting, and tracking of field resources.
▪ Remote Monitoring, using technology to gain real-time visibility into the health and performance of deployed assets, enabling stakeholders to identify faults in advance and reduce the workload of field workers.
▪ Remote Servicing, includes technologies that allow companies to perform maintenance, service, support, and assistance (in case of event or fault) completely remotely.
▪ Augmented Field Force, refers to the use of augmented reality and virtual reality technologies for remote assistance, maintenance and inspection, monitoring assets, and training field personnel.
▪ Additive Manufacturing, refers to the use of 3D printing and additive manufacturing for producing spare parts ‘Just in Time’ near the job site to ease the work of field workers and decrease reliance on supply chains.
Collectively, the domains listed above will bring significant changes in the context of field force operations.
This report examines digital transformation in the context of Future Field Force operations as enabled by the key technology groups that are the focus of Transforma Insights’ research. These technology groups comprise:
▪ 3D Printing & Additive Manufacturing
▪ Artificial Intelligence
▪ Autonomous Robotic Systems
▪ Data Sharing
▪ Distributed Ledger
▪ Edge Computing
▪ Future Technologies
▪ Human Machine Interface
▪ Hyperconnectivity
▪ Internet of Things (IoT)
▪ Product Lifecycle Management
▪ Robotic Process Automation
Accordingly, the aim of this document is not to chart the future direction of field force operations, but to highlight the key areas of change that are enabled by new and emerging technologies. The bulk of this report (Section 4) is concerned with the discussion of these key areas of change, including an overview of each area, together with the analysis of the business impact, and key vendors that provide the solutions relevant in these areas. We also identify key enabling technologies for each area (from the list above) and provide illustrative case studies that are available in Transforma Insights’ Best Practice & Vendor Selection database and support the selected solution areas.
The purpose of this report is two-fold. Firstly, from the perspective of participants in the field force area, the document highlights new and emerging changes that can be expected to impact operations in the next few years. Secondly, from the perspective of potential vendors to field force stakeholders, it highlights the key emerging areas of opportunity to sell new products, services, and solutions to the industry. Our analysis of the key technologies that enable each of the identified areas of digital transformation will help vendors of horizontal (technology-specific) capabilities to identify the contexts in which they may secure new business supporting field force operations.
If you have any questions about the content of this report or would like to speak with the author or any other analysts on any topic, you can make use of our Analyst Enquiries service by emailing enquiries@transforminsights.com.
