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Consider the first computer programmers, who had to “print” by writing specific lines of code to move the printer carriage to the far left, space to the intended indent and then send each character to the printer while counting so it knew when to issue a carriage return. Today, it is written PRINT (“Text to print”), and the operating system’s print driver does all the rest. That “new capability” increased the level of abstraction, enabling programmers to focus on more important, higher level things. Similarly, the introduction of computer- aided dispatch (CAD) meant that field service technicians no longer had to look at maps or enter an address into a navigation system to know how to get to the customer or asset location. The CAD system can efficiently direct them to their next call, which empowers them to arrive sooner and with more information about the work order so that they can immediately get on with the business of “diagnosis and repair”. Could service providers have stuck with more traditional (i.e. manual) dispatch and routing systems to save money or avoid “complicating” the workflow? Sure. But, in the end, that simple action of driving to the right place at the right time and with the right tools would have remained much more complicated than it needed to be. New and better technology tools addressed pain points that maybe weren’t that evident at the time. The reward of embracing change – embracing new technology – far outweighed the risk of perceived adaptation challenges.

I think another reason why I was surprised to see new technology implementations as a top challenge by telcos is because they are among the many field service companies that have experienced first-hand just how effective in-field mobility tools can be in driving greater connectivity, productivity and efficiency.

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