Critical Insights from Field Service Year in Review 2025

The first part of the story is that a technician goes on a mission. They usually prepare very well, by the way. They bring the right part in the right truck, and they’re going with the right work order to go and do a job. However, in that preparation, there is a lot that we can collectively do for them. And it is ultimately can you imagine that someone contextually knows what they’re going to see, the relevant pages on the manual based on the problem that they’re seeing, The relevant information with historical references for the last time that this asset was touched. These things can be delivered on a podcast if regulation allows you to drive and listen, which in some geographies I think is totally possible. I think it’s going to be possible everywhere. But anyway, there are many ways of delivering these things because GenAI is a magical tool for delivering some of these things. If you are contextually gathering it, the name of the company is not a coincidence. I started it twenty plus years ago as true context for a reason. We’re renaming the middle as Prontoforms for a reason. Now you understand that you saw my first or second slide. We are true context, and we’re delivering that contextual capability to a technician. So let’s go back to a technician. Let’s stay focused on it. They’re preparing for the job, massive productivity gains. Now we are executing the job. We’re on the mission.

Now we are executing the job. We’re on the mission. And there are a multitude of AI assisted services that can help that technician. Some of them being developed right now for your customer services organization. You should be able to invoke them. But how do you invoke them? You invoke them with the right prompt and the right information. What does that mean? In context of where they are in the workflow. So you can ask smarter questions to all the engines behind the scenes. Plus, once again, if I’ve touched asset for x number of days, number of interventions, then I’ll be able to give you a trend of what you’ve seen before. This is just simple examples of it. But here’s a very important piece. This is going to be able to capture technician insights in an easier way. Can you imagine that a technician can say, hey, I’ll put some extra lubricant on the back of the door because I keep on seeing this thing jamming for whatever reason. There is no field in any back office system right now to put that information on. And we’ve been in the business of collecting a lot of that kind of information. If you have the right infrastructure and the right approach to it, this is gold. And ultimately, what it’s going to deliver is that the technician, every technician, has a shot at becoming a master technician. And that is a fundamental and impactful thing for everybody because ultimately, you have those AI driven insights that will fit I’m calling this the wheel of fortune. And it’s not my fortune. I think it’s the technician fortune and the service leader fortune. I think we will all benefit tremendously from this wheel moving in at incredible speed with an incredible contextual information to do it. So that’s the journey we’re in.

So over the last year, a lot of innovation has come out of true context. Powering field service excellence is how we refer to it. But there are components of it. Number one, the field excellence. The key there is that the technician and the technician workflows, you have to look at them very carefully. We’ve been enabling incredible capabilities. When someone is up on top of a roof with fifteen chillers in front of them, presenting them with a list of fifteen chillers or allowing them to have a table that they can navigate quickly is day and night difference. You’re wearing gloves, remember. And these are very material things to improve the productivity of these people. And again, this is where we spend a lot of time and a lot of money and a lot of research in improving that. And we have people that have come after improving certain workflows with a simple control that we’ve collaborated in building and delivered ten percent to fifteen percent productivity gains on a field force of more than one thousand people. Do the math. The next part is that the field workflows, you have to keep in mind that they’re collaborative. It’s very rarely a single individual goes and installs a big machine. So what does that mean? It translates that there is a lot of activities that have to be orchestrated, yes, by a back office, yes, by a program management function, etcetera. But when someone finishes something and cannot continue and passes it over to someone else, Transferring the activity is part of the collaboration that any tool that proves to be field workflow ready should have. How about if they have a device that is very different than the device on the other side? A lot of that innovation is what we deliver as well in twenty twenty five.

So going back to the technician, which I’m going to focus a lot on right now, our focus is that any math that you do on the technician you have one thousand technicians, you pay them one hundred thousand dollars simple math, And you’re going to improve one percent of productivity, which is nothing, to be honest. But anyway, one percent is one million dollars of productivity gains. I think this round of automation, of augmentation of the technician, is in the thirty percent at least of productivity improvements in the field. And these improvements are real business, but above all, they’re going to help your technician. They’re going to be able to finish the job safer. They’re going to have fun or more fun doing it, and they’re going to be able to do what they want to do, contribute more. So the next time that asset is touched, it is touched in a better way. You can extract. You can learn. You can do those things. And I’m going to walk you on how we are envisioning the day in the life of these technicians to be.

Building of these workflows that I’m referring to continue to be democratized, and it’s going get more and more democratized. We were one of those first guys that came with a no code building of these workflows. I think it’s going to continue. We’re making investments on this side. And I don’t see a too distant future where you just take a picture of something, create a workflow in two seconds, carry on. I don’t think that’s where the problem will be. And I think, actually, these technologies are going to help all of us to have completing and building stronger workflows on that.