The FSM (Field Service Management) landscape is changing – business leaders are evaluating their organizational strengths and weaknesses while searching for new and cost-effective ways to boost efficiency, maximize productivity, realize their cash flow and reduce the margin of error. When we say end to end field service management what do we mean?
Many companies have first generation systems in place that give you basic field service dispatch and scheduling with limited mobility. Others use extensions of their ERP systems for better optimization of their field service activities, while there are still enterprises that rely on manual processes and spreadsheets which means a lot of paper management. In relying on ad hoc methods, silos of service information, and outdated systems, enterprises will face challenges in meeting their end to end management goals.
A New Era in FSM – True End to End Management
At Fieldpoint when we say end to end management, we mean that our system has the capability to manage the entire FSM process. You can incorporate your CRM or service quoting system into the work order process, and have complete visibility into the customer order i.e. price, cost. Once service levels, warranty, or contract conditions are confirmed you may need to order or ship parts. This has to be streamlined and costed accurately. The only way to do this is to integrate the process with your corporate inventory system. Fieldpoint also has a powerful tool to dispatch resources based on skills and availability directly from work orders to meet customer response levels while efficiently utilizing resources. Techs in the field would have a mobile app to collect call information. Once completed your dispatch desk should be updated immediately with real-time information. Now your inventory usage is confirmed, labor time, and any expenses are ready to be billed. Once the invoice is created, financial systems are updated to drive cash flow, and service analysis is available for dashboard reporting. That’s deep real-time integration to the ERP and CRM systems, so sales, service, and finance are all seamlessly connected.
Service Management – Working in a Multi-Channel Dispatch Environment
End to End service management supports multiple channels to log new work orders. That’s why you need a workflow and escalation tool as part of your field service system so you can focus on each channel of communications and the system can consistently process it automatically. Once the work order is logged, the next goal is to get the right resource, with the right skill set to the right place with the essential parts in the least amount of time. Dispatch optimization allows technicians to attend to more service calls minimizing travel times and increasing profitability.
Field Service Mobility – Keeping Techs Connected and Engaged
Fieldpoint’s solution is mobile, and we have a native mobile app through which the technician can enter the service call information in real time. They can add any parts used, associated costs, capture images relevant to the call and close off the work order with a digital signature from the customer. All this information then syncs with the back office. Today mobility enhances workforce optimization solutions and valuable tools to help them achieve their goals.
Integrations, Automated Cost Management and Invoicing
Now we have all the information to generate an invoice to the customer, and the system expedites invoicing and customer billing. There are out of the box integrations with Microsoft Dynamics GP, NetSuite and QuickBooks, as well as an open API so we can build integrations to other ERP and CRM systems. You have a complete view into your financials and data recorded within the software is available immediately.
Actual labor, parts and service costs can be recorded instantly. The system can tell you if an asset is under warranty, or a service level agreement. You can see whether there are any pricing considerations, labor rates, contractual commitments and discounts that apply to the invoicing. This speeds up the time to invoice which improves cash flow as well as allows your staff to focus exclusively on servicing the customer, eliminating the need for individuals to remember complicated rules or agreements and significantly reduces errors.
Project Job Costing and Management
We can’t ignore organizations that sell, install complex projects as well as provide recurring professional services and repairs. Fieldpoint’s project management and job costing solution is perfect for these enterprises. Traditionally many enterprise solutions provide silo project and service modules that don’t speak to each other. Service teams that do break and fix work one day and project installations the next need service software that can schedule from the same pool of resources, track inventory and invoice both operations at the same time.
How We Can Help Your Bottom Line
- Customer satisfaction and retention become a reality as there is real-time information exchange between the back end and field.
- With ERP integration and mobility, the technicians have a view into inventory and can access or order parts immediately, reducing the service time, the number of call-backs and save money on maintenance contracts.
- The risk of double data entry is eliminated and the business can go paperless; this improves communications.
- Overheads are reduced, cash flow is increased by faster billing that can be generated in seconds.
- Flexible recurring and repair billing options that can be generated in real time and referenced to a contract.
- Consistent SLA performance will increase the chances of winning contract renewals. Scalability helps expand field service offerings into new regions and markets.