Tata Consultancy Services, a global IT services, consulting, and business solutions organization, and Zinier, an enabler for intelligent field service automation, have launched a digital solution to help field service organizations quickly adapt to unexpected disruptions to essential workforces and services to ensure business continuity.
The front lines of field service are seeing a transformational shift toward touchless service delivery, with intelligent automation empowering workforces to resolve issues faster. From back office coordinators to field technicians, these teams have been essential to maintaining asset uptime during the COVID-19 pandemic, forcing field service and IT leaders to quickly implement contingency plans to de-risk and optimize workforces.
Responding to this trend, TCS leveraged its domain knowledge across industries and understanding of critical industry processes and field service components, to build an AI-driven field service automation solution on Zinier’s ISAC platform to provide global field service teams across critical service industries like utilities, telecommunications and manufacturing, with an agile and scalable approach to rapidly respond to new safety and optimization priorities.
The solution automates routine, manual processes, helping teams complete their tasks faster. An intuitive dashboard empowers executives to track real-time progress and drive improvements. It also helps enforce and verify PPE, as well as new onsite protocols for mobile workforces. The field service automation solution enables flexibility in scheduling and dispatching to factor in social distancing and safety precautions. Additionally, it allows customers to effectively deploy an on-demand workforce, including new subcontractors.
“COVID-19 has reinforced the need for organizations to look beyond their traditional field service operations and adopt ways to stay resilient by means of intelligent technologies as the economy adjusts to this new, remote way of doing business,” said Anil Pai, Global Head – Digital Field Service Management, Enterprise Application Services, TCS. “Our new digital solution with Zinier uses intelligent automation to help organizations quickly respond to evolving priorities and protect their essential workers – now and in the future.”
“Historically, field service organizations have been slowed down by legacy systems and manual processes and this is not acceptable, especially in the new normal in the field,” said Arka Dhar, co-founder and CEO, Zinier. “Enterprises must support their field service teams with the tools to get work done smarter and more safely, so that they can not only survive, but also thrive through unexpected workforce disruptions.”
TCS and Zinier first announced their partnership last year when Zinier’s solution was included in the TCS Field Service Lab and Experience Center, where TCS showcases digital solutions and capabilities to its customers. Unlike traditional field service management solutions, Zinier is a purpose-built solution for field services that’s ready to customize, ready to scale, and ready to adapt quickly to the unexpected and unprecedented.