Field Service Management is a system for organizing field operations for a mobile workforce. At the basic level, FSM involves scheduling service orders, dispatching operators, and following vehicle locations and occupation status. The correct programming software computerizes these undertakings and gives versatile access through a cloud-based application.
Popularly referred to as FSM, it is predominant in various businesses, yet especially those that utilize mobile agents or contractual workers, for example, waste management, utilities, broadcast communications, public transportation, and even in-home healthcare. Some people also refer to them as service dispatching software, or handyman apps.
It includes the detection of a field service need, scheduling and optimization of field technicians, dispatching those technicians, part or product delivery and information, and support through the process. It helps manage your work on location and ensures that workers are assigned properly depending on their location, skill level, and availability.
According to series of studies, it has been estimated that by 2019, the FSM market will be at a value of $3.5 billion as customer demands and logistics of field service management teams will continue to increase in intricacies
Benefits of Field Service Management
The benefits of using field service management in your business are limitless. Organizations that have incorporated the use of field service management software have seen a noticeable increase in completed jobs per day – some as high as 47% which increases job productivity, customer satisfaction, and efficiency.
- Lower fuel costs:
Through route optimization and dynamic planning, service firms can drastically cut drive distances and fuel consumption. Between 2010 and 2012, for example, UPS saved three million gallons of fuel while testing a custom route planning service called ORION (On-Road Integrated Optimization and Navigation). Once the system is fully implemented in the U.S., UPS expects to save more than $300 million.
- Visibility and workforce management:
FSM solutions with mobile tracking capabilities keep fleet managers and customer service reps updated on vehicle locations and job statuses. This enables better accountability and helps teams manage emergency delays or problems. The municipal government of Arlington, Virginia, for example, uses an FSM tool called SnowTrax to track snowplow locations during the winter. GPS devices in each vehicle tell city officials where snowplows are located, which roads have been plowed, and when others are scheduled for clearing.
- Better manage contractors:
Due to increased competition, high customer demands, and an aging workforce, many companies choose to farm out their field service to independent contractors. According to Aberdeen Group, firms with third-party technicians have 50 percent higher ratings in asset uptime.
Even so, working through contractors creates an additional degree of separation between your brand and your customers. FSM software lets you maintain real-time control of order scheduling, time tracking, and field assets so you can ensure customers receive the service they expect inside the promised window of time.
- Quicker first-time work accomplishment:
workers, in order to do their best work, require at work access to trade apparatuses, back-end frameworks, and learning assets. Through a versatile FSM application, they can get to symptomatic instruments, manuals, and schematics that assist them to carry out the employment right through the first run.
- Better accounting and information passage:
Paper-based reporting techniques bring more opportunities for errors in the form of repetitive information section or negligence. An FSM arrangement gives field specialists a chance to record work information, job data, and finish confirmations of administration, while they’re still in the field. Constant, computerized accumulation implies enhanced precision and security for future reviews.
- Save money:
The initial purchase price of field service software can intimidate, but even with the potentially high cost of the initial investment, you’ll save money in the long run. Conservatively, software can save you up to $9,087.50 per year per technician.
Field service management is crucial to the business processes of companies in a variety of industries, but it is becoming easier to manage with field management software such as Repair CRM. Learn more about the best field service management software by downloading Repair CRM for free.