When Field Service and Fleet Management Join Forces, IoT Remains Essential

Field services and fleet management go hand in hand, while IoT (Internet of Things) continues to provide essential real-time intelligence to improve visibility, safety, and operational efficiencies. Connectivity, tracking, and telematics are at the center of the advancements being made in these industries. When you think about field services, you think many moving parts that need coordination…you think a wide range of logistics synchronization, customer support, delivery operations, and other coordinated activities that are all collectively brought about to make sure products/goods and services are delivered on time, with superior customer service, and with complete accuracy and safety. Field services and operations may include activities such as collecting customer insights, scheduling/dispatching of fleets, bid and estimate calculations, work orders and troubleshooting, and other administrative functions such as billing, accounts receivable, client/customer relations, and more. In addition, some field service teams may also include repair, maintenance, installation, and other services where technicians are required. People, processes, planning, and profit remain the four critical components of field services. The industry continues to move towards a digital transformation journey embracing cloud, software as a service, and IoT.
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On the other side you have fleet operations that may require tracking, safety protocols, management, compliance, and coordination. So many industries rely on fleet operations including public safety, construction, HVAC, energy (oil & gas), shipping/logistics, telecommunications, waste management, public transportation, and just about any industry that has repair/maintenance/technician operations. Once a technician needs to be dispatched or needs to complete a delivery, there are many facets to organizing, coordinating, and tracking assets across the fleet. Tracking may take place around the assets in the vehicle, the fleet vehicles, and the drivers or mobile workforce. The human element remains important as safety and compliance become a top priority for drivers, workers, and technicians.

The innovation taking place across field service and fleet management is driven by technology, and more specifically IoT, smart cameras, GPS tracking, telematics and real-time intelligence garnered through automation (AI, machine learning), sensor systems, edge computing, and software. Moreover, are the platforms and software systems that enable transparency and management, providing visibility across the fleet and field operations. GPS Insight is one such company bringing together field services and fleet management. In January 2022, GPS Insight acquired FieldAware, and CEO Gary Fitzgerald shared,

“Our focus has been on bringing together fleet data and telematics technology with field service management solutions.”

Of course, there are vendors operating in these fields but very few provide a streamlined portfolio of services to serve both field service and fleet operations. GPS Insight continues to have a laser-targeted approach and states,

“Joining forces with FieldAware not only extends our competitive advantage across the field service and fleet management landscape, but also provides new capabilities to transform customer satisfaction into a new standard: customer success.”

Field service and fleet management industries were hampered over the last few years and still grappling with the pandemic impact and supply chain shortages. The U.S. is also facing labor shortages, which further creates constraints for hiring and maintaining worker satisfaction. Profit loss, worker retention, and supply chain issues remain top of mind for many leaders in these sectors. However, labor shortages will push us further into relying on technology, automation, and real-time intelligence to get things done efficiently. Compass Intelligence expects field service and fleet management to remain one of the largest contributors to IoT connections growth, as we increase connectivity and tracking of people, assets, and fleets. IoT is and will continue to be essential to meet these challenges head on and provide real-time intelligence for improved operations and supply chain visibility.

Further Reading:

• GPS Insight & FieldAware Join Forces to Drive Customer Success
• Think Tank Sessions: What Drives Customer Success at Your Organization?
• Four Top Tips to Get the Most out of Your Field Organization
• MESO Case Study