What is Field Service Management?

Every business wants to optimize its resource usage and offer the best customer service. Thankfully, Field Service Management systems (FSM) help make it easier. Field Service Management is a system used to manage field operations. 

Field service staff are front-line agents that represent the business. So why not make it easier for them to do their jobs? An effective field service management system will deliver on the service promises made during the sales pitch. It can also inspire long-term loyalty among busy customers.

FSM systems coordinate the various components of field service operations. Some of these components include inventory management, scheduling, customer portals, forms and field technician enablement. FSM systems use technology to automate field operations, usually through mobile systems. An FSM will enable office staff to coordinate changes in real time and communicate those changes instantly with field staff.

Benefits of Field Service Management Software

Field service management software helps companies deliver effective on-site service. The software tracks requests, manages personnel, and maintains visibility into operations. This coordination saves time and money while speeding up transactions.

With a mobile staff, there’s a constant transfer of data. With increasing amounts of data transfer, cloud-based solutions are the most secure method of hosting data.

Cloud-based solutions eliminate high capital investment for businesses. A cloud solution is almost always the more cost-effective solution over the long run. Traditional data hosting requires companies to install the software on their premises as well as manage and maintain the software. That requires additional staff, space, and cost for software licenses.

In a cloud-based solution, all that infrastructure resides in the “cloud.” The infrastructure can be shared by multiple companies and users for a low monthly fee. The cloud is built for accessibility and mobility. Using cloud-based software ensures you have the ability to access data, whenever and wherever you need it.

Field service management systems give you the tools to keep in contact with your staff and keep track of personnel in real time. FSM offers process improvement for daily tasks by automating the entire work process such as servicing, billing, routing, scheduling, dispatching, and storing customer information. An FSM system will manage employees, equipment, and materials while in transit, improving operational efficiency and profits.

Field Service Management Apps

Mobile field service apps make automation possible for a mobile workforce. An FSM mobile app features a user-friendly interface. It gives access to dispatch, scheduling, time tracking, CRM features, payments, and invoicing cloud-based backup. A mobile app reduces or eliminates the need for multiple visits. It puts customer work history, asset tracking capabilities, and job documentation at the field staff’s fingertips.

Cloud/SaaS-based solutions eliminate high capital investment for businesses. With a mobile staff, there’s a constant transfer of data. With increasing amounts of data transfer, cloud-based solutions are the most efficient and secure method of hosting data. A cloud solution is almost always the more cost-effective solution over the long run. Traditional data hosting requires companies to install the software on their premises as well as manage and maintain the software. That requires additional staff, space, and cost for software licenses.

In a cloud-based solution, all that infrastructure resides in the “cloud.” The infrastructure can be shared by multiple companies and users for a low monthly fee. The cloud is built for accessibility and mobility. Using cloud-based software ensures you the ability to access data, whenever and wherever you need it.

Field Service Management systems give you the tools to keep in contact with your staff and keep track of personnel in real time. FSM offers process improvement for daily tasks by automating the entire work process such as servicing, billing, routing, scheduling, dispatching, and storing customer information. An FSM system will manage employees, equipment, and materials while in transit, improving operational efficiency and profits.

Scheduling, Dispatch, & Routing

Efficient job scheduling is a significant benefit of field service management software. Field service management software maintains real-time control of order scheduling, dispatch, and routing. Field workers can move faster between jobs while still increasing the accuracy of service. Dispatchers can see the locations of their field staff and coordinate scheduling and route optimization in real time.

FSM software can be programmed to re-assign field staff for higher priority tasks. It can also replace a technician that is incapable of fulfilling the task due to an emergency situation. Integrating GPS into FSM software can improve route delegation. The software automatically creates optimal routes and schedule assignments. This will ensure customers receive the service they expect inside the promised window of time.

Work Order Management

Work orders convey job details and invoicing between field staff, office workers, and customers. Field service management software allows users to create, assign, and track service across the entire company. It streamlines the process by sending completed orders to accounting or the customers with a click of a button.

Office staff can easily create new work orders or search for existing ones. It saves time because it automatically transfers an order to field staff without them needing to physically check in at the office.

Older methods of tracking information, such as spreadsheets, do not provide real-time dispatching and analytics. Printouts of work orders can get lost and take up space. FSM software reduces clutter and eliminates the need for paper storage space. It also prevents data loss and duplicate entries, which saves time and increases productivity. 

Dynamic Forms 

Forms capabilities help standardize work and data collected about the equipment. Through checklists, audit logs, regulatory audits, safety steps, job or health safety protocols — just about anything that uses a form — can be automated for simplicity in FSM. 

The result? Duplicate data entry is eliminated and errors become nonexistent. Forms can be dynamic — They can adapt based on previous responses and only show data capture for either the relevant items or the next logical set of questions based on previous responses. Forms ensure all data is captured, follow the same format, and is easily stored in the system for audit purposes or to share data to other systems.

Field Service Extensions

There are two ways to extend the value of Field Service Management. One is with an open API that allows companies to integrate the open data exchange between two open systems. The other is with a pre-configured/dedicated connector. FieldAware offers both a well documented open API and connectors for QuickBooks/NetSuite/SalesForce as well as many others through an IPAAS relationship as required by clients.

FSM software is typically engineered to work with many types of extensions, which allow businesses to add value to the software they already use. A common extension integrated into an FSM is accounting software.

Invoicing is one of the most important and frustrating parts of a field service company. For many field service businesses, a common challenge is how to reduce invoicing time and prevent costly mistakes.

With FSM, the technician can immediately send all job information such as spent time, parts and materials, and the electronic signatures to the home office. Using the QuickBooks field service management extension, the technician can invoice in the field. It will immediately sync with QuickBooks accounting data. This reduces errors and cuts out redundant data entry giving the business a streamlined and quicker payment cycle.

Mobile Workflow

FSM mobile apps improve the workflow of a mobile service force by granting them access to important information outside the office. The less office work technicians have to do per job, the faster they can move through tasks.

Mobile apps provide a direct workflow for all parts of the business. Work orders can be delivered to field staff immediately. It allows field personnel to find the most efficient route to customers. Office staff can deliver an invoice to the customer with a simple click. A mobile workflow eliminates paperwork and allows businesses to get paid faster and increase the profitability of every job.

Are you interested in learning about FieldAware's Field Service Management solution? Connect with us to get a demo today!