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. It 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 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 field force 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, virtual reality, and others into their business operations. For example, with IoT and AI, dispatchers can track field workers efficiently and optimise work schedules. Digital solutions can increase the first-time resolution rate, increase the productivity of mobile workers, and decrease truck rolls (and associated carbon emissions), including 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:
Collectively, the domains listed above will bring significant changes in the context of field force operations.
From a technology perspective, Artificial Intelligence (AI), Internet of Things (IoT), and Hyperconnectivity (HC) emerge as the key drivers of change in the context of Future Field Force, alongside Human Machine Interface (HMI), Robotic Process Automation (RPA), and Additive Manufacturing (3DP). Human Machine Interface (HMI) has application in the context of Augmented Field Force to enhance training, monitoring, inspection, and maintenance performance of the field force. 3D Printing and Additive Manufacturing (3DP) enables on-demand production of spare parts, helping field forces to quickly resolve issues, shortening lead times significantly and reducing downtime costs. RPA has applications in areas where automatic data extraction is required from different data sets to be fed into templates or AI models, or for automating tasks, and thus, it plays a role in enabling Field Force Management. Autonomous Robotic Systems (ARS), Distributed Ledger (DL), Data Sharing (DS), Edge Computing (EC), and Product Lifecycle Management (PLM) are not material in the context of the solution areas discussed in this report, however many of these technologies are relevant to the closely related concept of Digital Supply Chain which has its own dedicated sector report.
