Across the US, utility industry leaders are grappling with aging frontline workforces, a shrinking pipeline of skilled replacements, and rising expectations for both operational excellence and customer satisfaction. Frontline crews are under pressure to do more with less, while customer service teams face growing demand for faster responses and clearer communication.
At the same time, the hiring landscape is more competitive than ever. Utility leaders are rethinking what it means to be an employer of choice—not just to attract talent, but to keep it. Increasingly, they’re looking beyond pay and perks, investing instead in tools that empower teams to work smarter and deliver better outcomes from day one.
Through our work with hundreds, if not thousands of utility executives, operations leaders, and heads of customer experience, we’ve seen that many are beginning to accept that hiring their way out of the workforce gap isn’t realistic. But fewer see the real issue—it’s not about headcount, it’s about missed opportunities to scale the potential of the workforce they already have.
One way we’ve been helping industry leaders tackle this challenge is with FYLD ShowMe. It’s not a staffing solution—it’s a workforce empowerment tool. ShowMe delivers targeted value to both field operations and customer service teams. It empowers customers to report issues like leaks or service disruptions directly through mobile geo-tagged video submissions. This real-time insight enables more accurate triage, smarter planning, and better resource allocation—so the right crew with the right tools shows up the first time.
For customer service leaders, ShowMe transforms how issues are captured and escalated, reducing back-and-forth, improving visibility, and boosting customer trust. For operations leaders, it means fewer aborted jobs, reduced repeat visits, and greater productivity across stretched teams.
ShowMe enables your existing teams to work smarter, respond faster, and consistently deliver high-quality outcomes, all without increasing headcount.
Many utilities remain trapped in a cycle of rework, repeat visits, and frustrated crews. But these symptoms rarely point to a simple headcount issue. More often, they reflect a lack of visibility, ineffective triage, and an over-reliance on manual processes that slow everyone down.
FYLD ShowMe provides a better way forward. By enabling customer-submitted video and geo-tagged data, ShowMe gives teams a clearer view of the issue before they ever leave the yard. AI-powered triage helps verify the nature and urgency of a job, so they can assign the right crew with the right tools—confidently and efficiently.
For field teams, ShowMe acts like a second brain on the job. Crews can record progress, receive real-time input from remote supervisors, and escalate questions or clarifications immediately. And when customers are brought into the process through video submissions, expectations are clearer and complaints decrease.
Instead of delays and call-backs, teams move forward with certainty—resolving issues the first time and freeing up resources for the next.
Historically, ensuring quality meant sending your most experienced supervisors to every complex job. But with shrinking management capacity and more jobs in flight, that approach no longer scales.
FYLD ShowMe changes that by allowing senior staff to oversee and support multiple crews remotely. They can review customer-submitted videos, weigh in on diagnostics, and provide coaching without needing to be on-site. This extends their expertise across the entire network—where and when it’s needed most.
At the same time, ShowMe accelerates learning for less-experienced crew members. By seeing past job footage, accessing AI-guided workflows, and receiving real-time guidance, newer fieldworkers ramp faster and with more confidence. That’s how utilities begin to close the experience gap—not by stretching top talent thinner, but by enabling everyone to operate at a higher level.
The impact of FYLD ShowMe is already being felt by leading utility and infrastructure providers. During FYLD’s 2024 Early Access program, thousands of customer-submitted videos were collected—enabling smarter triage, faster response, and clearer job scoping.
M Group Services, one of the UK’s largest infrastructure delivery partners, reported up to a 35% reduction in job failures, thanks to earlier issue detection and better-prepared crews. Customer engagement soared, with over 50% of customers participating in the video triage process. This not only streamlined operations but also improved the customer experience—driving a 20% increase in CSAT by reducing unnecessary delays and disruptions.
The success is a signal: with the right tools, it’s possible to get ahead of workforce challenges, not just react to them. The path forward isn’t just about hiring more—it’s about working differently.
For utilities under pressure to deliver more with fewer resources, FYLD ShowMe drives impact where it matters most—at the intersection of workforce productivity, customer satisfaction, and operational certainty.
By embedding AI-powered triage and remote video capture into the job lifecycle, ShowMe enables more accurate resource planning and higher first-time fix rates. That means less wasted time, fewer job aborts, and faster resolution of customer-reported issues.
For field operations leaders, ShowMe extends the reach of experienced supervisors—enabling real-time remote oversight without adding headcount. And for workforce development teams, it accelerates onboarding and upskilling, using real job data to guide new team members with just-in-time support.
Customer service teams benefit too. By engaging customers early through guided video submissions, utilities reduce confusion, improve transparency, and see measurable gains in satisfaction.
This is what it looks like to scale human potential, not headcount—and to create the kind of connected, confident workforce that can deliver every job right the first time.
In a high-stakes, resource-constrained environment, every crew member counts—and every job must be done right the first time. FYLD ShowMe helps utility teams maximize the people they have, reduce inefficiencies, and deliver better outcomes in the field and at the customer’s doorstep.
Ready to see how FYLD ShowMe can help your organization do more with less? Let’s talk.