How Telematics Revolutionises the Field Service Industry

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How Telematics Revolutionises the Field Service Industry

Every day, billions of data are being transmitted across different countries worldwide. With the help of wireless technology, people are now capable of communicating with each other, eliminating the geographical and time affiliated constraints associated with older forms of communication. Likewise, industries throughout the world certainly reached a different level of efficiency and productivity with the advancement of technologies.

One of the frontrunners in today’s technological scene is the telematics. Defined as the marriage between telecommunications and informatics, telematics is basically changing the way how people exchanges critical information across the organisation. In Field Service Industry, it is interesting to see how telematics – and loads of information it provides – can transform a business into an adaptive and evolving entity, delivering customer satisfaction and maximum operational efficiency.

Increase in Productivity

Telematics equip you with intelligence about your operations, allowing you to be both proactive and reactive in making decisions to the business, and fix equipment issues faster and easier. It lets you see the trends and patterns across all the elements in your operations, allowing you to ease up bottlenecks and smoothen inefficiencies in the process.

Telematics, with its power to deliver real-time data from vehicles and mobile device, also provides useful insights about the productivity level of your workforce, process efficiencies, and customer service levels. And now that it can be deployed through the pay-per-user SaaS model, small and medium businesses can now afford to use telematics to improve their competitiveness, and save costs associated with fleet management.

It can also immensely reduce the communication logjam in the dispatch level, thanks to two-way communication program that comes with it. Way back then, dispatchers have to manually plot the technician’s location on the map, which is both times intensive and inaccurate at the same time. With telematics, dispatchers can now create and assign jobs using the job schedule board, and then directly send it to the technician’s mobile device real-time, allowing the dispatcher cut phone calling and do another task simultaneously.

Improve Preventive Maintenance and Inspection Interval Process

With sensors continually monitoring the engine performance of vehicles, fleet managers can easily detect minor performance issues before they become worse, as well as issue trouble code alerts to all drivers and field technicians when regular maintenance such as oil and other fluid changes, filter replacements, brake inspections, etc. is due. Preventive maintenance not only improves the performance of vehicles but also reduce maintenance cost and damage to the vehicle itself.

All the data collected real-time are sent back to the maintenance inspector’s office in a form of data reports, ready to be analysed for future use. With all critical information at hand real-time, field service managers can improve the performance of the fleet, allowing them to get at the customer’s location safely and faster.


Cut Operation Expense

Telematics allows fleet managers to monitor and enforce policies involving the use of service vehicles by the field technicians. Since the backbone of telematics relies on interconnectivity, fleet managers can make use tools that can transmit critical information such driver territories, business-use reports, and the ratio between service calls taken and the mileage, allowing plan routes efficiently and effectively ahead of time.

Telematics not only reduce the mileage by providing improved routing but also discourage inappropriate use of vehicles by drivers when they think that no one is monitoring their movements. With GPS and other telematics solutions, fleet managers are now able to monitor their fleets, allowing them to cut down mileage cost more effectively.

Improve Customer Service

Fleet managers can also use telematics and social media to let customers know the location data in which they’re interested. Some fleets are taking customer interactions a step further, allowing them to log in directly to their fleet management application. This lets customers check the location of vehicles in relation to service needs, delivery times and more.

For instance, many companies have already started sharing location information with shippers or carriers to allow for better receiving dock scheduling. This allows the delivery company to make better planning decisions, keep drivers happier and productive, while also reducing out of stocks on the store shelves due to poor visibility to inbound freight.

Also, telematics help to improve service compliance and performance management. There are telematics systems available in the market today that can help fleet managers meet critical SLA requirements such as hours of service, driver vehicle inspection reports, and fuel taxes – all of which improves compliance, safety, and accountability of the business.

Today, the telematics and the field service management is seamlessly being integrated into a one solid software solution that offers features that can help you transform each of your field service technicians into an information-driven individual. With telematics, your business can make a timely decision, gaining competitive advantage in the market, helping you meet customer service expectations easier and business goals faster.

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David Younger

CEO and Managing Director at The Service Manager
David Younger is Australia’s #1 Cash Flow Expert For The Field Service Industry. Over 25 years working with hundreds of field service business owners in virtually every industry, David has discovered the ultimate path to plugging up the “profit holes” in a growing business that will take it to the next level.
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