Technology is transforming the way field teams work. Field service engineers utilise interactive tools to aid in diagnosing technical problems. Business development managers rely on video calls to reach prospects. What’s more, all field teams need access to the latest customer data.

However, video calls, real-time data and AI tools all require the ultrafast speeds and low latency of 5G connectivity. That's what makes 5G an essential service to support your field teams.

Empowering field teams with the advantages of 5G

Hold video calls from anywhere

Staying in touch with colleagues and customers is essential for teams that spend most of their time travelling between locations. With 4G, a video phone call was at risk of breaking up due to the latency of the older generation technology, typically between 20 and 40 ms. With the low latency of 5G though, less than 5 ms, video calls are possible from almost anywhere.

For instance, a business development manager who travels between hotels, airports and customer sites can host video calls with prospects from their choice of location. That could be during breaks at an industry conference or while they are exhibiting at a trade show. Access to 5G gives them more flexibility over where and when they hold important calls.

Field service engineers can also use video conferencing to get support from other engineers about a problem they are investigating. With 5G, you may only have one engineer on site, but they can be connected to the rest of their team and the wider expertise within your organisation.

Enhance customer service through real-time data

Delivering exceptional customer service relies as much on data as it does on the skills of your field team. With 5G, field teams have real-time access to the same data as their colleagues, who may be hundreds or thousands of miles away.

The high data speeds (up to 20 Gbps) of 5G ensure that changes to information are kept in sync between the cloud and other devices. For field teams, this gives them access to up-to-date information as if they were in the office. However, any changes they make through their mobile devices are also synced back to the cloud, simplifying version control, avoiding information duplication and preventing data silos.

Real-time data gives field teams access to core systems like your ERP, CRM, HR or knowledge management systems. Integrating these systems with field service management tools based in the cloud gives field teams a complete view of the customer.

For example, a field service engineer visiting a customer to fix a problem can view and update a knowledge bank in real time to help diagnose the cause of the issue. Access to the latest product or technical information allows them to troubleshoot and fix problems faster. Engineers can also update the job details, order new parts and change the maintenance schedule instantly.

Real-time data allows business development managers to pull down a customer's file or share data sheets with a customer to answer their questions as part of a face-to-face sales conversation. Requests to colleagues can also be actioned faster, so they can get back to the customer the same day.

Enable AI tools to diagnose and solve problems

As new AI tools are released to support every industry and role, 5G will help to ensure that field teams can access these tools wherever they are.

Interactive tools and AI agents have the potential to become a vital part of a field team's toolkit. Boston Consulting Group estimates that AI will drive a 20-30% uplift in productivity through in-field support tools and smart dispatching or scheduling. Field teams with 5G connectivity will benefit from institutional technical knowledge that is easily shared, helping to accelerate the training of junior service engineers.

Plus, research shows that by 2028, two-thirds of organisations will use AI to manage field service operations.

As 5G becomes foundational to how field teams operate, organisations that invest early will be best placed to deliver faster service, better collaboration, and stronger customer experiences. Get in touch to find out more about our mobile-first field solutions.