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Technology Adoption Best Practices: Field Service Guide

  • April 8, 2021
  • Help Lightning

Technology adoption best practices are critical for field service teams. Service organizations that have a best-in-class service ecosystem do so by focusing on strategies that support up-skilling their workforce such as mentoring, professional development, and technology investments to supplement technicians’ knowledge.

At the end of this article, you’ll find a link to watch the on-demand webinar and one to download the technology adoption best practices guide from the Service Council.

As an introduction to the guide, you can read the executive overview along with a few key takeaways below. You can also read field service technology adoption webinar recap.

Executive Overview

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 up-skilling their workforce. This is accomplished through a combination of mentoring, professional development, and technology investments to supplement technicians’ knowledge. Understanding and solving end user reluctance is also critical. 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

Key Takeaways

Identification, selection, implementation, and rollout of new technologies for field service should be a collaborative, team effort. Subject matter expert participation, executive support, and thorough documentation of the processes to be enabled by the new technology are all indispensable to the project’s success. Equally important are consistent monitoring of the project’s progress, adjusting plans when necessary, and constant updates to those impacted about the project’s state and evolution.

Technology Adoption Best Practices Guide: Webinar And Guide

You can download the technology adoption best practices guide created in partnership with the Service Council. This guide highlights the steps organizations should embrace and execute to ensure the successful adoption of empowering technologies.

You can also watch our technology adoption best practices webinar on this topic. The webinar features John Carroll (CEO) and Michael Israel (COO) at the Service Council, Bob Lamendola (VP, Infrastructure and Engineering Services) at Ricoh, and Gary York (CEO) at Help Lightning.

Interested in learning more? Request a free demo of Help Lightning’s remote assistance software.

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