Monday, 15 April 2019 13:30

How technology advances are transforming service management

How technology advances are transforming service management

Rapidly advancing service management technology is transforming the way field service and facilities management companies operate; delivering optimum efficiency, reduced operating costs and providing real-time visibility across the business.

Productivity benefits from new technology can be dramatic; between 25-60% is not unrealistic in a short space of time.  So many areas of a business can be freed up to operate more efficiently, and smarter, by removing unnecessary manual touchpoints and automating key processes. 

One of Aeromark’s customers, a leading fire and security provider, removed more than 1.5 million pieces of paper and 15 million associated touchpoints from their business, while increasing the number of jobs completed and billed, per engineer, per day. The productivity benefit has had a clear and positive impact on revenue – a critical objective for all field service and facilities management companies. 

The key is to have internal processes working together under a centralised platform; almost like a symphony conducted by an overarching integrated workflow, which enables scheduling, tracking, job sheets, quotations, client approval, inventory management, parts despatch, commercial approval and billing to operate seamlessly. 

For the companies that rely on service engineers and sub-contractors to keep their businesses up and running, the speed and efficiency of response to fix any problem is critical and has a direct impact on both their revenue and customer goodwill.  In the food service industry, if for example a coffee machine breaks down, the loss of revenue can be significant not to mention customer dissatisfaction when coffee can’t be sold and served.  Food service chains rely on their equipment always working; if a problem occurs it must be fixed in the fastest possible time.

Greggs plc, the largest bakery chain in the UK, uses Aeromark’s shop asset and service management platform to keep its equipment up and running in more than 1,700 outlets; from fridges and freezers to its hot food units and coffee machines.  Greggs have increased the efficiency of its service supply chain, reduced subcontractor costs and use their own service engineers more effectively.  The results speak for themselves with a 146% increase in productivity and engineers able to complete 4 extra jobs per day.

These organisations have used advanced service management technology as an opportunity to innovate and create leaner, stronger, more joined up businesses that are more competitive, achieve new levels of profit and ultimately are best placed to meet customer needs.

  • About this blog

    Aeromark is a leading European tech company specialising in intelligent real-time platforms for Facilities and Field Service Management.

    This blog is dedicated to sharing the latest views on trends and best practices covering service efficiency, real time automation, Smart monitoring, digital transformation, Internet of Things and more.

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