Revolutionizing Field Service Management with GenAI and Data Analytics  

Article Data & AI

The shortage of technical and maintenance personnel in the Netherlands is a challenge nearly every company faces. While changes in education and training might address this issue in the long term, immediate solutions are needed. By rethinking how work is organized and automating repetitive tasks, companies can create efficiencies that enable them to serve more customers with fewer employees. Eraneos experts Bart van den Bosch, Associate Partner, and Koen Rozendaal, Senior Manager, discuss the transformative role of smart technology in Field Service Management (FSM). 
 

“AI can significantly optimize processes and boost the productivity of mechanics,” explains Van den Bosch. “For example, an AI system can analyze breakdowns, generate work orders, and provide mechanics with information tailored to their skill level and location.” 
Rozendaal offers a practical illustration: “Imagine a customer calls after hours about a malfunctioning air conditioning system. An AI-driven phone system records the issue, retrieves sensor data, and performs real-time analysis. The AI diagnoses the problem, generates a work order, and assigns it to the nearest available technician with the appropriate expertise.” 

More than just a vision of the future

The potential applications go even further. Van den Bosch elaborates: “Suppose the mechanic speaks Ukrainian. AI could translate the work order into Ukrainian and offer augmented reality support during the repair. Afterward, the mechanic could dictate the job report in their native language, which the AI processes directly into the system.” 
 
This isn’t futuristic speculation. Van den Bosch and Rozendaal point out that such solutions are already in use, citing a successful implementation with a major streetcar company. “Generative AI is the key enabler here,” says Van den Bosch. “Large language models are now mature and reliable.” Rozendaal adds, “With some effort, you can even develop custom applications trained to handle specific processes, terminology, and teams.” 
 
The advantages are clear. Rozendaal highlights: “For mechanics, this reduces administrative burdens and provides better support, making their work more satisfying. Planners benefit from optimized schedules and improved visibility into workforce availability. Employees enjoy a more fulfilling job experience, leading to better retention. Meanwhile, customers receive faster, higher-quality service, improving satisfaction.” 
 
Van den Bosch adds, “By automating repetitive tasks, companies can more easily integrate less experienced or non-native workers into their teams, addressing labor shortages more effectively.” 

“The time to act is now, AI tools are more accessible and cost-effective than ever”

Bart van den Bosch

IoT and Fleet Management: unlocking hidden value

AI’s impact extends beyond frontline operations to the back-end, fundamentally transforming business processes. “For years, companies have collected vast amounts of data from various sources,” Rozendaal notes. “While traditional business analytics provides insights, it often misses the broader connections. Now, by integrating disparate data sources, AI can generate actionable intelligence.” 
In FSM, much of this data originates from IoT devices. Sensors in HVAC systems, transformer stations, and other infrastructure produce valuable insights, but these are often underutilized. Rozendaal emphasizes, “By combining and analyzing IoT data with AI, companies can uncover opportunities for predictive maintenance and efficiency improvements.” 
 
As technical systems grow more complex, engineers need multidisciplinary expertise spanning mechanical, electrical, and digital domains. Van den Bosch asserts, “This demands a reimagined approach to training and supporting personnel.” 

“Recognizing the challenges is only the first step; taking concrete action is what drives results.”

Koen Rozendaal

Adapting to labor market trends

In addition to labor shortages, other market dynamics complicate workforce management. Rozendaal observes, “Turnover among technical staff is high, with younger generations often staying at a job for only one to two years. It’s crucial to onboard new employees quickly and retain institutional knowledge.” 
 
“The time to act is now,” argues Van den Bosch. “AI tools are more accessible and cost-effective than ever, enabling significant progress without substantial investments.” Rozendaal concludes, “Recognizing the challenges is only the first step; taking concrete action is what drives results. At Eraneos, we’ve developed a structured approach to help companies experiment and deliver outcomes quickly.” 


With our deep expertise in AI and its applications in FSM, we can help you take the next step. Interested in learning more? Contact us today or find out more on our Field Service Management page

Bart van den Bosch
By Bart van den Bosch
Associate Partner – Industry , Transportation & Logistics , Professional Services
Koen Rozendaal
By Koen Rozendaal
Senior Manager – Digital Business & Innovation

06 Dec 2024
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