The Future of Field Service in Manufacturing

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Field service is one of your company’s most important contact points with a customer. Maintaining its quality and consistency increases the chances of getting more business and revenue opportunities.

The reputation of your organization greatly depends on how front line workers represent your brand, and how reliable and efficient they are.

With Microsoft’s technological revolution bringing us connected data networks, intelligent and highly adaptable devices and real-time information about various challenges, Field Service in the manufacturing industry is embracing the identity of digital transformation.

Remote monitoring, predictive maintenance, early indicators of component failures, automated adjustments – these are just some of the features given to us by a new wave of IoT technologies. Microsoft have envisioned a world in which every company, regardless of size, stature and number of employees, has the option of digitalizing their operations.

Let’s take a look at the three enhanced capabilities of Field Service in manufacturing:

Service reimagined with the help of AI

The world is buzzing about Artificial Intelligence right now, and it’s no coincidence. With the ability to orchestrate virtual agents and come up with crucial contextual insights at just the right times, AI takes Field Service to an entirely different level. It can advise on the best course of action, provide customers with information on the spot and give suggestions on how best to overcome different issues.

With the newest releases and add-ons for Microsoft Dynamics 365 came an announcement about a very useful app called AI for Customer Service. Its focus is on building loyalty and reducing overall workload levels. You can check out more information about it by clicking here.

Using Mixed Reality to send workers anywhere on the planet

In what is another huge leap forward for remote workers across manufacturing, Microsoft announced the arrival of two new mixed reality tools: Dynamics 365 Remote Assist and Dynamics 365 Layout.

Remote Assist enables field service technicians to access any location in the world, and it uses hands-free devices, 3D representations, voice commands and video calls for problem solving, helping companies save millions in travel costs.

Layout is a mixed reality tool that gives users full control in designing manufacturing plants and setting up objects in 3D. Using computer generated models and renders, organizations can visualize things before they happen.

Digital Twins: A virtual overview of your business

In order to keep track of operations, employees and the relationships between them on every level, Microsoft now offer digital replicas of entire manufacturing workspaces:

Azure Digital Twins is tightly integrated with Dynamics 365 for Field Service, and lets organizations create digital replicas of physical spaces and infrastructure—virtually modeling people, places, and devices, as well as the relationships and interactions that bind them together. It lets you apply the latest spatial intelligence capabilities to everything from your product lifecycle management data to information from your sensors and IoT devices.

Momentous changes in the manufacturing industry are not fast approaching any more – they’re already taking shape. Reimagining Field Service using the newest wave of technologies is a great way to transform from a good company into a disruptive one, and save resources while doing it.

Read more about how you can improve your business processes with Merit Solutions by clicking here.

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