CIOReview | | 9 AUGUST 2022existing workforce begins to retire, it can also provide a path for newer technicians to become more effective more quickly.Creating an elevated customer experienceAs technology evolves, so do customers' expectations. Through technology advancements, the end-user experience has been elevated to an unprecedented degree. For instance, consider the act of ordering a pizza; with a simple smartphone app, a consumer can customize their pie and pay for it, then track their delivery from the pizzeria oven to their doorstep. This consumer experience is now inevitably shaping expectations for B2B services.Building managers want this same level of transparency and communication from their field service technicians as well. Building services companies and technicians will need to reevaluate how they are delivering this elevated experience in order to remain competitive. For most, this will mean equipping their field service teams with new digital tools and setting new expectations around how they use these tools to communicate with their customers.Equipping field service technicians with technologyOne way companies are preparing their technicians with the tools to deliver this improved customer service is by equipping them with knowledge-enablement technology and more mobile computing power through tablets or smartphones. This provides technicians with access to valuable resources such as solution databases, product information, and case studies. Technicians are also able to communicate and share real-time application videos with other field Technology helps field service technicians to be more productive and informed, and subsequently bolster customer service expectations by providing informed answers and solutionsJuliet Pagliaro Hermanservice technicians or a central help desk for advice and input. If a technician is stumped by a malfunctioning rooftop unit, instead of having to leave a job and come back once they determine a resolution, they can source information on-site and resolve problems faster. For field services technicians and customers alike, time is everything. When problems are resolved in a single visit, facilities don't experience prolonged downtime, and field service technicians are able to maximize the time spent on-site. Technology helps field service technicians to be more productive and informed, and subsequently bolster customer service expectations by providing informed answers and solutions. It also provides a path for knowledge transfer from more experienced workers to new entrants in the field, as well as potentially prolonging a technician's career by transitioning from a physically demanding role to assisting others with their knowledge and experiences. Advancing technology for improved building outcomes and technician performanceTechnology advancements are absolutely a positive for the field service technician; the more powerful their tools, and the more data they can leverage, the greater the outcomes ­ from more energy-efficient facilities to reduced equipment downtime. And technicians are made more productive, increasing their bandwidth and efficiency. This becomes increasingly important considering the aging workforce and the "brain drain" the field service industry will experience over the next 5-10 years as a generation of highly skilled technicians retires. New digital tools to enhance the customer experience provide building owners and managers with more input and insight into their facilities. When intelligent data is combined with elevated customer experience, field services can transform a building environment, proactively mitigate problems, and increase operational efficiency.
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