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As we exit summer and enter autumn, I find myself preparing for another long winter here in Boston. But this year I will have a new arrival come January, which is adding all sorts of additional anxieties well beyond those of just being a southern Californian who ended up spending his winters in Boston!

This new addition to our family means I have to get really good at something I am not great at – building, well more accurately assembling, furniture. So far, I have had a few successes and many challenging moments of frustration. Now with two degrees and quite a bit of determination you would think assembling a wardrobe, or bookshelf, or crib wouldn’t be that difficult. Well it is. Navigating through vague, picture-only instruction booklets has been the bane of many weekends so far. And I have been forced to get pretty handy with my tablet, Google, and my patience.

I bring this all up because there is a shift happening right now. There is a generation of people (i.e., millennials, Generation Z) which learn from, communicate with, and train each other through videos. This evolution is beginning to seep into the business world, namely into field service. As seen in a recent research project on video tools in field service, within the next 12 months, half of top performing field service organizations will have equipped their teams with video tools to enable live collaboration. No longer will technicians be on a figurative island with only their learned knowledge and potentially outdated work manuals to guide them. Tapping into real-time insights, connecting to remote experts, and having on-demand training tools is helping field service teams fix more issues the first time and ensure customers don’t have to deal with extended downtime. The future of technology is changing the way service is delivered and how the field team gets the answers they need to do their jobs.

Video may not be for everyone. Some people out there still like learning by looking through black and white manuals with vague directions. But as technology continues to advance, video tools will thrive in field service as the most important factor is getting the right answers to solve customer problems the first time. To learn more about the findings from my recent report on video collaboration tools for the field, check it out HERE.

Aly Pinder Jr
Senior Research Analyst
Service Management
aly.pinder@aberdeen.com or @pinderjr

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