The comprehensive platform is helping Metso Outotec to deliver a consistent, high-quality service to customers while improving efficiency in their internal operations. The global implementation of the new Field Service Management Solution (FSM) started in 2021; currently, approximately 1,000 field service professionals are using the system in their daily work.
“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. 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,” says Martin Karlsson, senior vice president, Professional Services, Metso Outotec.
Metso Outotec’s Field Service offering meets quarrying, mining and other customers’ maintenance, repair and refurbishment needs and supports customers in maximising the performance of their equipment throughout its lifecycle. Metso Outotec has an extensive footprint of more than 3,000 field service professionals and 140 service locations close to customer operations.
The new platform unifies and simplifies how field service operations are planned, dispatched and executed. Operating on one platform helps deliver a consistent, high-quality service to customers both onsite and online while improving efficiency and transparency in internal operations.
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.
In addition, 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. This supports Metso Outotec’s sustainability targets by reducing unnecessary travel and increasing the company’s ability to solve problems from their first service intervention.