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Perspective: Uberization of field service management


8 May, 2020

Field service companies have tried to adopt uberization in some way or the other. This involves real-time field technician tracking, easy collaboration, auto work order scheduling.

Cambridge defines ‘uberization’ as process of changing the market for a service by introducing a different way of buying or using it, especially using mobile technology. Uber transformed the way we commute. Thus, uberization of field service is making your service available to the customer on-time in real time with transparency, punctuality, predictability and slickness.

Uberization of field service management also enables consumers to request field services as per convenience and gives them ability to track technician progress. This is similar to booking a cab and tracking driver location like Uber. That said, the uberization of field services encompasses more than mobile app usage.

Key factors for uberization of field service management:

  • Ease of field service appointment booking
  • Choice of preferred time slot for field service
  • Transparency of field service operations
  • Lesser waiting time for field technician arrival
  • Higher first time fix rate

Read this insightful perspective on how emergence of location technology and smartphones has led to the uberization of field service

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