Technology Adoption In Field Service: A 5-Step Best Practices Guide

Service organizations that have a best-in-class service ecosystem do so by focusing on strategies that support upskilling their workforce such as mentoring, professional development, and technology investments to supplement technicians’ knowledge. This guide highlights steps organizations should embrace and execute to ensure the successful adoption of empowering technologies.

Service leaders continue to transform their organizations' technology infrastructure to build more efficient and modern-day service delivery. However, many organizations still struggle with the adoption of these new and enabling technologies. In the Service Council's 2021 Voice of the Field Service Engineer (VoFSE) survey, which included 725 field service engineer participants, more than 60% of FSEs agree technology makes them more productive. That's compelling evidence that FSE's appreciate and leverage technologies to perform better.

How can service organizations ensure the successful adoption of technology in both the back office and the field? Those organizations that already have or are in the process of creating a best-in-class service ecosystem do so by focusing on strategies that support upskilling their workforce. This is accomplished through a combination of mentoring, professional development, and technology investments to supplement technicians' knowledge. This brief paper highlights steps organizations should embrace and execute to ensure the successful adoption of such empowering technologies, specifically:

• Determine the top issues and priorities
• Identify key stakeholders
• Collaborate in technology/vendor selection
• Map and align the process workflows and technology
• Apply Change Management to ensure successful adoption