Bill Gates once said, ‘We always overestimate the change that will occur in the next two years and underestimate the change that will occur in the next ten.’ But the past few years may have flipped that script.
Since the launch of ChatGPT in late 2022, AI has gone from a niche tool to a boardroom—and dinner table—topic. By 2023, 72% of companies had adopted AI in at least one business function, according to McKinsey. In field service management (FSM),AI is now being used for everything from technician scheduling to predictive maintenance.
But AI alone isn’t the game-changer. The real transformation comes when AI is combined with hyperautomation—a strategy that connects and automates entire workflows using AI, machine learning, process mining, and robotic process automation (RPA). For field service providers, this means faster, smarter, and more reliable service delivery.
Why Hyperautomation matters now
Customer expectations are shifting fast. Corporate clients are consolidating hard and soft services under Integrated Facility Management (IFM) contracts to cut costs and simplify operations. There’s also a growing disconnect within the broader field services management industry: while 55% of customers track downtime extensively, only 33% of FSM providers do. The same gap exists for revenue impact tracking.
If you’re not aligning your metrics and delivery models with your clients’ priorities, you risk losing contracts to more agile competitors.
From Compliance to Total Experience
Hyperautomation helps you move beyond just meeting SLAs. It reduces errors like inaccurate invoicing and improves cash flow, trust, and contract margins.
It also addresses the skilled labour shortage. While new tech improves building operations, many workers aren’t trained fast enough to keep up. Hyperautomation bridges that gap by embedding intelligence into workflows and creating smarter training environments.
To achieve this, hyperautomation starts with digitisation—turning paper and analog data into digital formats. Then comes digitalisation, where AI, RPA, and APIs automate tasks and connect siloed systems.
The final step is end-to-end automation: collecting data from client sites, triggering the right actions, and tracking everything for accurate, timely invoicing. This gives executives real-time insights into what’s working—and what’s not.
Predictive maintenance use case in action
Imagine a fault detection system like Schneider Electric’s Building Advisor identifying an issue. That data flows into a platform like Planon Field Services, which checks it against SLAs and asset registers. If it’s covered, a work order is automatically generated with added prescriptive maintenance suggestions. If not, it’s flagged for a potential upsell. Either way, action is taken quickly and accurately.
This isn’t just automation—it’s intelligent automation that adapts to your contracts, customers, and business goals.
The payoff: efficiency, trust, and growth
Start with a cross-functional team from operations, IT, account management, and commercial leadership. Map out your key processes—customer satisfaction, service delivery, revenue growth—and identify where automation can drive efficiency.
Hyperautomation isn’t about replacing people. It’s about empowering them with better tools, insights, and workflows that deliver measurable results across your operations, customer relationships, and bottom line.
Here’s how:
Resource scheduling optimization
Automatically match the right technician to the right job based on skill set, location, and availability. For example, a technician with HVAC certification is prioritised for a critical cooling system repair, reducing downtime and avoiding SLA penalties.
Real-time financial visibility
Gain instant insights into operational costs and revenue streams. Imagine being able to see, at a glance, how much a specific contract is costing you versus how much it’s earning—enabling faster, data-driven decisions on pricing or resource allocation.
Proactive maintenance and fewer service interruptions
Use predictive and prescriptive analytics to detect and map out corrective actions to equipment issues before they cause failures. For instance, vibration data from a pump motor triggers a maintenance alert and suggested activity checklist, preventing a costly breakdown and unplanned downtime.
Stronger compliance and audit readiness
Automatically track and log every step of a service process—from work order creation to completion. This makes it easier to demonstrate compliance during audits and reduces the risk of penalties.
Faster onboarding and training
Create intelligent learning environments that guide new technicians through tasks using Augmented Reality, digital twins, or AI-driven checklists. This shortens ramp-up time and ensures consistent service quality.
Shift from price-based to value-based pricing
With clear data on the value you deliver, you can move away from competing solely on price. For example, a provider offering guaranteed uptime backed by predictive maintenance insights can command premium pricing.
Ready for what’s next?
Hyperautomation won’t predict the future—but it will help you adapt to it. With centralised data, fewer errors, and more informed decision-making, your operations become more resilient and responsive.
At Planon, we see hyperautomation as a competitive advantage. The technology is here. The question is: Are you ready to use it?
