Agility Matters for Utilities.
Can Your Field Service
When it comes to digital transformation for utility companies, field service leads the way. Here's how field service management helps your team become more agile, no matter what comes along.
Editorial Lead, Senior Manager, Salesforce
“When it comes to digital transformation for utility companies, field service leads the way.”
Senior Director, Product Management, Salesforce
Get a field service management system that is built for change
Utility companies are constantly juggling complex logistics, high costs, and shifting priorities. They also face pressure from regulators and must balance quality, efficiency, and safety. Agility is a must. With a comprehensive field service management solution that is built for change, utilities can improve every aspect of their operations, from the front office to the field.
Here’s how the solution helps your team and customers:
A digital-first field service management system gives them a complete view of all relevant details about projects, equipment, and personnel to help their planning. They see updates instantly and can respond quickly and appropriately. The system also provides a history of past projects and uses artificial intelligence (AI) to automate improvements. This helps planners learn and make adjustments.
Field service utility workers
Effective field service is key to a utility’s success
Stay ahead of changing needs and expectations
Automation, AI, and analytics all spur evolution. For example, a field service management solution that includes machine learning can recognize that a vegetation management project scheduled to take 120 hours only took 90 hours. When a similar project comes up, it can suggest more accurate time requirements. And AI can spot patterns in data that even the most experienced field service utility workers might miss and identify brand new challenges and opportunities as they emerge.
Equip field service teams with technology that allows seamless digital experiences. A single field service management solution on a mobile device gives them access to the information and capabilities they need to get their job done as effectively, efficiently, and safely as possible. They can track equipment and parts. Online or off, they can update work reports. And if they need a customer signature, they can deliver the link to the customer’s own device.
Offering advanced digital tools — some of which take on tedious tasks so users can solve more complex problems — can also help utilities to attract and retain a digitally-savvy field service workforce. That’s critically important as many utility workers in field service are heading toward retirement or are tempted by other job opportunities that promise them easier conditions and the use of top technology.
Coordinate complex projects in one place
Many utility projects are massive. A city is replacing its water pipes. A new hospital needs electricity throughout the campus. A pipeline needs to extend to a feeder. These require careful coordination not just with your team, but with third-party contractors, developers, regulators, and customer service agents. Projects are not one-day or one-week, they last months or even years. Due to their complexity, missteps can have far-reaching consequences.
Utility companies must balance these long-cycle projects with mid- and short-cycle ones. These projects may be seasonal, local, or system-wide. Utilities need to have a consolidated view of all projects to make a decision on the best use of available resources and then adjust priorities to deliver the greatest benefit.
A digital field service management solution spans all utility departments and pulls in information from third parties into one central location for a single source of truth. It also adapts for all of the different project-type variables. That gives decision-makers an overview of progress toward all project goals and helps them identify opportunities for planning, staffing, and course correction.
For ongoing maintenance and inspection activities, utilities can better target and optimize field service operations with a complete view. They can monitor asset performance, assess vegetation growth, and incorporate detailed long-term weather forecasts from satellite data. With such precise awareness of actual conditions, the solution can apply intelligence to help decision makers address company priorities.
Manage unpredictable events and disruption
Begin your digital transformation in field service
About the Author
Editorial Lead, Senior Manager, Salesforce
Jill Wagner is an editorial lead and senior manager at Salesforce. She joined Salesforce through the ClickSoftware acquisition. Jill is an award-winning marketing communications professional, experienced in conceptualizing and creating marketing content for leaders in the SaaS and manufacturing spaces. She has a Bachelor of Science in Marketing from Bentley University and a Master of Arts in Advertising and Marketing from Emerson College. Connect with Jill on LinkedIn.