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6 ways technology makes field service less risky

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Kristen Gray

Leveraging remote technology like secure video is a helpful way to sell more and land higher quality customers. But as technology makes lives more convenient, employees are also demanding that it make their work safer. So while technology is often considered a sales tool, it has six risk reduction benefits field work companies should be aware of.

1 - Reducing worker isolation

A lot of field workers operate in cramped spaces (basements, small closets, etc.) and often work alone. This puts people at risk of injuries, falls, or potential problems with a customer. Using technology like remote video or secure chat, workers are always connected to home base when assistance might be necessary. This can also be beneficial for workers that may have physical issues preventing them from going to a job site: someone can do the on-site work while the other worker is in the office (or working from home), connected in with video. 

2 - Increasing worker safety while travelling

The majority of health and safety issues occur while travelling. Not only can remote service help cancel many trips altogether, it can also track someone’s location and allow instant communication if something does go wrong on the road. This helps address issues quickly, reducing out of work days and related time off costs. It can also help avoid injuries entirely for new workers in unfamiliar environments, since more experienced workers can video in or pre-record health and safety tips for newbies.

3 - Stronger emergency response capabilities

The COVID-19 pandemic showed us we can’t take any service or customer access point for granted. Remote technology makes it possible to help people even when you can’t see them in person or provide DIY help from certified professionals. Alternatively, you can educate customers and help them prepare a site, so when you do visit in person you can follow any necessary health guidelines and minimize the amount of time you need to be there. 

4 - Limiting reputational risk

Even if you are at the top of your game, customers want things faster now than before - something that simply can’t be done without technology. The good news is that as soon as you start using technology, you limit this reputational risk. You’re more able to respond quickly (or even set up auto-responses, FAQs, and customer knowledge bases), making the whole customer experience better without increasing headcount.

5 - Limiting talent risk

The bonus of using new technology is that it attracts younger workers - who disproportionately value technology at work compared to older workers. This is a huge win for companies worried about aging talent retiring and gives younger workers more opportunity to build their careers.

6 - Limiting financial risk

Working remotely opens up new business line opportunities, for example Fieldwork as a Service (FaaS). In a FaaS business, you can sell ongoing maintenance subscriptions to customers instead of only selling one-off fixes. Not only do you get a more consistent revenue stream, but you can optimize expenses with data based on what customers are really asking for.

 

Unforeseen circumstances can take the ability to provide service to customers out of a company’s control, so it’s important to have measures in place to counteract this and ensure employees are able to safely monitor and provide assistance remotely if required. That’s where purpose-built technology can really help: not only can it help with sales, but de-risk the company overall.

Support your customers remotely at their time of need

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