Finland-based mining equipment manufacturer Metso Outotec has successfully rolled out its new digital platform - the Field Service Management Solution (FSM) - to approximately 1,000 service professionals.
The company said the FSM helps it deliver high-quality service to customers while improving efficiency in its internal operations.
The FSM unifies and simplifies the way field service operations are planned, dispatched and executed, the company said.
For customers, it offers a more uniform experience through the digital connection. During a site visit, information about ongoing actions is shared reliably and in real-time.
The customer can review and confirm the completed work order on their mobile device. The technician can create a preliminary site visit report for the customer immediately onsite and a full technical report later.
Additionally, the digital inspection application captures inspection information electronically and supports service technicians in performing equipment inspections for fast onsite reporting of possible critical issues.
Furthermore, the platform allows excellent remote connectivity between service technicians and customers. In addition to remote assistance and video, advanced technologies, such as augmented reality (AR), are now enabled, the company said.
Martin Karlsson, senior vice president of Professional Services at Metso Outotec, said: "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.
"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."
