Enhanced field service capabilities with launch of new Field Service Management solution
METSO Outotec have launched a new digital platform and a set of tools to support, streamline, and develop their field services. The global implementation of the new Field Service Management (FSM) solution started in 2021 and approximately 1,000 field service professionals are already using the system in their daily work. The comprehensive platform is designed to help Metso Outotec deliver a consistent high-quality service to customers, while improving efficiency in their internal operations.
‘Our customers are already expressing strong confidence in our service experts’ knowledge and technology competences. When a customer has a request for field service support, they can trust they will get the best service solution executed on time, safely and with high quality,’ said Martin Karlsson, senior vice-president of professional services at Metso Outotec.
‘To achieve our ambition of being the preferred services provider in our industry, we are continuously developing our field service capabilities. The Field Service digital platform is already widely implemented, and we have received very positive feedback from our customers and technicians.’
Metso Outotec, who have an extensive footprint of more than 3,000 field service professionals and 140 service locations close to customer operations, say the Field Service offering meets customers’ maintenance, repair, and refurbishment needs and supports them in maximizing the performance of their equipment throughout its lifecycle.
According to Metso Outotec, the new platform unifies and simplifies the way field service operations are planned, dispatched, and executed. Operating on one platform helps to deliver a consistent high-quality service to customers both on site and online, while improving efficiency and transparency in internal operations.
For customers, it offers a more uniform experience through the digital connection. Information about ongoing actions during a site visit is shared reliably and in real time. The customer can review and confirm the completed work order on their mobile device, and the technician can create a preliminary site visit report for the customer immediately whilst on site and a full technical report later.
In addition, the digital inspection application captures inspection information electronically and supports service technicians in performing equipment inspections for fast on-site reporting of possible critical issues.
Moreover, the platform allows excellent remote connectivity between service technicians and customers. In addition to remote assistance and video, the use of advanced technologies, such as augmented reality (AR), is now enabled, thereby supporting Metso Outotec’s sustainability targets by reducing unnecessary travel and increasing the company’s ability to solve problems from their first service intervention.