What is Field Service Management?
Field Service Management (FSM) is a means of organising and optimising operations performed outside of the office, i.e., out in the field. Common examples of field services include consultations, sales, repair and maintenance, customer support, and regular inspections.
Why Field Service is Important
Often companies provide a wide range of field services, which means they’re likely juggling a variety of tasks, tools, individuals, and mobile devices.
A field service manager for a company that sells home healthcare devices might be responsible for the below:
- Scheduling sales meetings and presentations
- Sending out technical specialists to set up and inspect equipment
- Tracking employee progress in the field
All of these moving parts need to be tracked, organised, updated, and streamlined. This is where field service management comes into play: without a central system managing these tasks, it would be nearly impossible to conduct business efficiently.
The Evolution of Field Service Management Software
In the past, much of this work was performed manually, which was time consuming and left room for human error. It was more difficult to manage variables that were affecting progress; such as incomplete data, sales representatives running behind schedule, and communication issues.
Field service management software was developed in line with the evolution of mobile technology. FSM software is a technological solution designed to help field service managers take control of all the moving parts by automating certain tasks, while providing remote access to the office, real-time updates, and customer insights, and many other tools.
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Practical Applications of Field Service Management
Field service management is useful for any industry that has employees working in the field. In particular, utilities, healthcare, construction, home improvement, property maintenance, and telecom industries have the most to gain by implementing field service management software.
Some of the most common industries that use FSM include:
- Utilities (gas, water, electricity)
- Home Improvement & Property Maintenance
Here are some practical applications for these industries:
The Advantages of Field Service Management
With its many features, a field service management system can offer a company a variety of immediate and long term benefits, such as an improved customer experience, quicker reaction times, and time and resource savings.
There are a number of common field service mistakes that could easily influence your company’s productivity and effectiveness, such as showing up inadequately prepared or employing ineffective communication methods. FSM software can help you avoid some of the most common pitfalls and support you in the field to get your service team operating at their very best.
EXAMPLES OF THE BENEFITS OF FSM
1. Access Information and React in Real Time:
2. Increased First-Time Fix Rates:
First-call resolution is among the most prized KPIs when it comes to field service success. Unfortunately, it’s not always achieved, and representatives have to return multiple times to resolve an issue.With the right field service software, workers can gain immediate access to a variety of tools and resources to help assess a situation, be put in direct contact with in-house experts, and retrieve advanced diagnostic information and other resources to help them arrive better prepared to resolve a problem at the first attempt.
3. Create a Connected Customer Experience:
4. Lighten the Load with Automated Processes:
Field services require a substantial amount of potentially time-consuming administrative work. Field service software can save you time by automating a wide range of tasks, such as scheduling, sending out reminders, invoicing, and issuing work orders.This will free up managers and employees in the field to focus on the task at hand, reduce the opportunity for human error, and help keep everything organised.
5. Maximise Efficiency to Save Time and Money:
As mentioned above, Time Warner used FSM to provide employees with access to tools and information in the field. Having everything they need at their fingertips has enabled them to work faster and more efficiently.
With the ability to gather, analyse, and access data, dispatch workers, automate tasks, streamline processes, and cut down on repeat visits, FSM can save companies substantial time and money.
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How to Implement Field Service Management
Know What You Want
Most types of field service management software include certain basic capabilities; however, they can also be customised to suit your company’s specific needs.With a clear idea of your business challenges, goals, and strategies in mind, you are in the best position to determine what sort of features you want, and how you intend to implement your software.
Appoint Qualified Field Service Managers
Field service managers may already be in place to handle established responsibilities for certain projects and specific roles.Likewise, a project manager (or managers) should also be appointed to oversee and make decisions about the implementation of a new FSM software system, to delegate responsibilities, and coordinate with the software providers.
Managers should have an overview of your company’s field service projects and understanding of future goals, strive to keep employees informed of any updates, and ensure that everyone receives adequate training.
Start Out Small
You should start out by making sure you know what sorts of data you already have, and how you intend to transfer and continue collecting it with your new system.It’s also beneficial to have an idea of how you plan to use data to help you reach your future goals. This could involve the determining which types of data to collect, how they are analysed, and what to do with that information.
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Make Time for Training
Field Service Management Software – One System with Many Facets
That’s a lot of info!
Here’s what you should take away from this article:
- What is Field Service Management? Field Service Management is a way to track and organise work that takes place outside of a company’s office, i.e. in the field.
- What does field management software do? FSM software helps optimise remote workforces by automating tasks and offering real-time operational visibility, data and analytics.
- What are the practical applications of Field Service Management? FSM helps manage multiple actions and individuals simultaneously. It’s practical for any industry that has employees working in the field.
- What are the advantages of Field Service Management? Advantages of Field Service Management include access to real-time info, increased first-time fix rates, connected customer journeys and maximised efficiency.
- What’s the best way to implement Field Service Management? The best way to implement Field Service Management is to decide what you want, find qualified field service managers, address basic needs, consider data and train the workforce.