“It is not the strongest of the species that survives, nor the most intelligent that survives. It is the one that is most adaptable to change.”
Charles Darwin said this about the animal kingdom—from the single-celled amoeba to human beings. But, we’re here to talk about the world of field service—because it’s changing rapidly.
A new generation of technologies continues to transform field service organizations across every industry. The rise of low code application platforms (LCAP) is one such innovation.
LCAP is a term coined by Gartner, which refers to any software that gives organizations the ability to develop and build custom applications without coding experience. In essence, LCAPs empower those closest to a process to build apps without eating into IT’s bandwidth for time.
These new app builders—or citizen developers—are changing the face of field service.
How LCAPs are shaping field processes and digital transformation
Today’s customer expects exceptional, seamless, and rapid digital experiences. The pressure on field service to get the job done right the first time, every time has never been higher. And that makes sense when you consider unplanned downtime of high-value assets—think MRI machines or commercial air filtration systems—can cost upwards of $250,000 per hour.
At the same time, business leaders and IT teams are being asked to get more out of less. LCAPs empower the citizen developer to build and deploy apps—controlled within IT’s bounds—in minutes without the help of IT. The result? Never-before-seen organizational agility and dramatic cost-savings.
Response to heightened customer expectation
One of the biggest challenges that enterprise field service organizations face today is that customers expect world-class service in record time. The right LCAP replaces paper in the field and seamlessly brings together all CRM, ERPs, and supply chain data to every engagement for full visibility in the field. This leads to higher first-time fix rates, improved customer interactions, and, consequently, increased customer satisfaction.
A technician’s job—at its core—is to ensure high-value assets work properly. Recording that information should not take up the majority of time on a job site. LCAPs allow technicians to spend more time as technicians, and less on administrative work.
You shouldn’t bring a baseball bat to a hockey game.
Big names are in the LCAP space. And, they are great at what they do. But it’s essential when considering an LCAP solution for the field, that the solution you choose to be designed for the field. Building software to enable field-focused organizations is highly specialized. The complexities of the environments field technicians operate in, and the range of issues field workers solve daily, are specific to fieldwork.
A generalized LCAP lacks many field service workflows from the outset that would have to be built and maintained from scratch. That’s time and money that most enterprises don’t want to spend.
The chances are that time to value, ease of adoption and development play a role in your decision making (and if they don’t, they probably should). Keep in mind that a best-in-field solution has tangible advantages that reduce risk and amplifies an enterprise’s chances to turn its field service into a high-value profit center.