Field service management (FSM) refers to the management of an enterprise’s resources employed at or remote client sites, rather than on company property. FSM is a discrete market within the broader customer service and support software space. Field service operations typically dispatch technicians to customer locations to provide installation, repair or maintenance services. Field Service Management is used to manage resources such as technicians and subcontractors in several industries like HVAC, Industrial Equipment, Healthcare, property maintenance and IT Services. From tracking equipment, managing worker activity, schedule and dispatch to integrating of activities like inventory, billing, accounting and other back-office systems – FSM has become multi dimensional regardless of the size of your company. Whether is it managing repairs, new installations or preventative maintenance, it all falls under the umbrella of Field Service Management.
Market Trends to Look Out For
It is estimated that by 2022, the field service market will experience unprecedented growth. With service and contracts becoming a huge revenue generator, a large percentage of this will come from and dispatch. It is hardly news that one of the biggest digital disruptions is coming from field service software sector. Apart from achieving new levels of automation, field service has become more mobile.
Field Service Management Software
FSM software has significantly evolved in the past 10 years, however the market for FSM software remains fragmented. The software can be deployed both on-premises or as a hosted or cloud-based system. Typically, FSM software is integrated with back-end systems such as service management, billing, accounting, parts inventory and other HR systems. To accomplish a certain level of automation and move within competitive levels, field service providers are turning more and more to field service management software. This of course requires an advanced level of digitization. This can prove to be a challenge as well as a game changer. Whereas moving onto digital platforms can bring you to industry par, it also always requires you to be on top of your technology. Customer expectations have grown exponentially, they demand real time solutions now.
Service providers have turned to mobile devices and apps. And these apps are starting to go beyond scheduling, invoicing, signing, and tracking. They are smarter, user friendly and more intuitive then before. They will inform technicians and subcontractors if replacements parts are available. They will integrate instructions, training videos, and a knowledge base.
What Types of Businesses Use Field Service Management Software
The question will arise whether your business needs field service management software. Every industry has different operational requirements and key success factors that need to be optimized. Does your company require this level of process consolidation?
Let’s look at some of the industries that can benefit from field service management software.
Repair and Installation
In addition to scheduling and accurately dispatching technicians and subcontractors, field service management software also allows you to inform and update customers on the progress of their work orders as well as allowing the work orders to be closed on site. Its all about a fast process that helps you get an invoice out the door faster. Some of these industries would be HVAC, security systems, industrial equipment, IT services, construction and electrical.
Different Types of Field Service
- Installation and repair
- Preventative – regularly performed on a piece of equipment to lessen the likelihood of it failing. It is performed while the equipment is still working so that it does not break down unexpectedly.
- Predictive – monitors the performance and condition of equipment during normal operation to reduce the likelihood of failures.
- Corrective/emergent – performed to identify, isolate, and rectify a fault so that the failed equipment, machine, or system can be restored to an operational condition within the tolerances or limits established for in-service operations.
- Quoting and scoping
Categories of Field Service Application Functionality
- Demand Management – combine work orders from all sources into a single well scoped list
- Work Planning – verify parts availability, schedule best tech,engage the customer, achieve other prerequisites before engaging the technician
- Technicians Enablement – provide history and knowledge and collaboration tools that help the technician succeed
- Work Order Debrief – digitize the technician’s capture of site, parts used and customer feedback
- Back Office Operations – Manage maintenance plans and SLA’s,produce invoices and manage repairs
- Business Intelligence and Analytics – produce performance reports , dashboards and cross functional analytics
- Integration – integrate to applications such as ERP, CRM, tax systems, accounting and more
- Scheduling and dispatch accuracy
- Lower fuel costs
- Saves time
- Improves productivity
- Increases accuracy
- Boosts customer service
- Increases profits
- Faster billing
- Visibility and workforce management
- Better manage subcontractors
- Faster first-time fixes
- Integrations to accounting and other systems