3 Ways Automation Accelerates Field Service Management for Utilities
Discover how field service automation improves customer and employee experiences and drives operational efficiency for utilities.
January 2022 | 5 minutes
Jill Wagner
Editorial Lead, Senior Manager, Salesforce
Editorial Lead, Senior Manager, Salesforce
Automation improves field service management for utility companies. It simplifies processes and streamlines repetitive tasks. This way, utility companies ensure service continuity, shorter resolution times, and cost efficiencies. They can also develop data-driven strategies to perform essential work better and faster.
Let’s look at how utility companies benefit from automation in field service management.
The benefits of automation in field service management for utility companies
Residential and business customers expect continuous service for electricity, water, gas, and more. To meet expectations, digital-first field service management connects the business and consolidates data. As a result, utilities improve operational efficiencies and the customer experience.
Automation takes this approach to field service management to the next level. Artificial intelligence (AI) enables automation by analyzing data. Based on this data, AI predicts next steps and key actions.
Automation increases workforce productivity, faster resolutions, and improved first-time fix rates. This is due to standardized workflows that automate tasks and predict next steps. There are cost benefits, too. According to Capgemini, utility companies could save between $237 billion and $813 billion over three years with automation at scale. However, the utility sector has largely underestimated the potential for automation.
“Field service teams are already doing a great job without automation. With automation, they enjoy their work and reduce stress. At the same time, they improve productivity and first-time fix rates.”
Susie McMullan
Sr. Director of Product Management and Strategy for Energy & Utilities, Salesforce
Sr. Director of Product Management and Strategy for Energy & Utilities, Salesforce
3 use cases for automation in field service management
How can utility companies use automation to benefit both customers and workers? Consider these three common use cases for automation:
1. Automate scheduling and dispatching to deliver service faster
Utility jobs fall into two categories: planned and unplanned. Automated scheduling and dispatching helps in each of these situations to:
- Reduce the possibility for manual errors and bias. Capture key information during the customer interaction. Create a new service ticket with a set of requirements. Automation matches the right field service utility workers, crews, and tools for the job.
- Respond faster, at scale. Get customers the help they need, fast. Automated scheduling saves precious time, especially when a customer has an emergency. Dispatchers are able to devote more time to providing empathetic service to customers. Meanwhile, they are able to dispatch field service utility workers to the job site to resolve the issue.
- Adapt to last-minute changes. Whether it’s a late arrival or delayed job, all team members receive real-time updates. This helps the field service utility team stay agile and adapt to change.
- Speed up onboarding. Teams don’t waste time toggling between systems to figure out what to do next. Employees and contractors get up and running fast with automated workflows. They access these workflows from their mobile app. The workflows guide them through key steps to ensure first-time fix rates.
- Reduce the possibility for manual errors and bias. Capture key information during the customer interaction. Create a new service ticket with a set of requirements. Automation matches the right field service utility workers, crews, and tools for the job.
- Respond faster, at scale. Get customers the help they need, fast. Automated scheduling saves precious time, especially when a customer has an emergency. Dispatchers are able to devote more time to providing empathetic service to customers. Meanwhile, they are able to dispatch field service utility workers to the job site to resolve the issue.
- Adapt to last-minute changes. Whether it’s a late arrival or delayed job, all team members receive real-time updates. This helps the field service utility team stay agile and adapt to change.
- Speed up onboarding. Teams don’t waste time toggling between systems to figure out what to do next. Employees and contractors get up and running fast with automated workflows. They access these workflows from their mobile app. The workflows guide them through key steps to ensure first-time fix rates.
2. Speed up the time to a job site
Route optimization uses automation to provide the most efficient route to a job site. This capability evaluates the entire workday for each resource. It accounts for factors such as:
- Time of appointment
- Length of job
- Historical traffic patterns
- Proximity to job site
It can keep a worker within a specific geographical area to cut their time in traffic. And it schedules consecutive stops close to one another. Route optimization also chooses a start time that avoids the heaviest traffic patterns.
The benefits for the utility company include lower fuel expenses and less time in the truck. Meanwhile, customers receive service faster, which improves satisfaction.
3. Simplify workflows to improve first-time fix rates
Field service utility workers often tackle repetitive, cumbersome processes. These processes need them to navigate many technology systems. Automation simplifies these processes while supporting field service utility workers during complex jobs. For example, an automated workflow can provide detailed instructions to complete a job.
Let’s say a worker is replacing water valves at a municipal building. Each valve requires particular instructions for proper replacement. The workflow takes into account common features and functions. It guides the worker through the recommended steps to complete the job. If they need more support, they can review knowledge articles or videos from their mobile app. They can also connect to an expert with visual remote assistance.
Once they complete the job, field service utility workers add updates in real time. This includes expense reports and avoids cobbled-together paperwork. This is a key benefit because the faster a utility company signs off on the job, the faster workers get paid.
How automation improves decision-making for utilities
Automation makes it easy for field service utility workers to input data in real time. This data flows back into the utility’s field service management system. The team has an accurate view of job duration, required follow-ups, emerging trends, and more. Real-time access to this data improves decision-making. Insight into the field allows them to identify opportunities for improvement. This may include new expertise needed, tools, and training.
How automation unlocks new revenue opportunities
Automation in field service management can help utility companies find new revenue opportunities. Consider the case of a utility that sells maintenance services on gas appliances. A customer calls because their gas bill is high. A field service utility worker heads to the customer’s home to re-read the meter. They find that meter is accurate. This creates an opportunity for the worker to cross-sell or upsell the customer. They can pinpoint the contributing factors to the high bill, such as a gas fireplace or stove. Based on those factors, they can recommend appliance maintenance that will help reduce the customer's gas bill.
Get started with automation in your utility company
Ready to adopt automation for your field service utility workforce? Focus your efforts where automation can offer the quickest wins with the most impact. This will help you build internal support for more widespread adoption. Take these steps:
- Outline the plan for one use case. For example, you might automate scheduling by removing it from spreadsheets or email. Manage change.
- Explain the benefits of automation to the team. Answer their questions and ease any concerns. Provide training to get team members up to speed and comfortable.
- Listen to their feedback and incorporate it as you go.
- Share the results and the benefits across the team.
- Show how automation improves key metrics such as productivity and first-time resolutions.
- After completing your first use case, expand to others. You might tackle workflows next for asset maintenance.
Utility companies that adopt automation meet customer expectations for service continuity. Complete repetitive tasks in minutes rather than hours or days. Help employees take their expertise to the next level and deliver essential field service faster. And enable the entire team to benefit from an accurate, real-time view of data.
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About the Author
Jill Wagner
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.
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