Field Service Management: The next big thing

bimage-1 18 Feb

All companies need a team working out on the field who go can physically go to locations that are convenient for the client while helping in building good relations with the business associates and that is exactly what Field Service Management (FSM) helps in; effective management of teams at work. Field Service Management is an automated system that makes all field operations more efficient. FSM provides business-to-business management solutions to companies at affordable rates including services like vehicle tracking, record keeping, and back-office tasks like as dispatching and documentation.

With the ever increasing customer demand and along with the rising costs of field team management, employees, shareholders, and customers, all are recognising the services and perks Field Service Management softwares bring to the table. The field service management market was valued close to 3.14 billion dollars in the year of 2019 and is likely to boom up to an enormous 7 billion dollars within the next decade and a half.

Different types of Field Services

Repairing: In case a machine breaks or stops functioning properly, a service technician will fix it.

Maintenance: To prevent equipment from any damage over time. Checkups such as replacing the worn parts and performing inspections are done to ensure the equipment keeps on giving maximum output.

Preventive maintenance: By gathering data over a period of time, the optimum time for replacements in order to steer clear from any serious operational problems can be found.

Predictive maintenance: If sensors detect any anomaly, like high temperatures, they communicate the issue back to its service provider. This allows technicians to tackle the problem before it manifests.

Corrective maintenance: If a device is not working anywhere near its actual capacity, the field service technician will resolve issues ASAP and make the required adjustments to mend it.

Installing and commissioning: Devices need a service technician to install it nowadays. Post installation, the technician ensures the machine is up and running & fulfilling their potential.

Key features of Field Service Management Software.


Noteworthy trends

It’s critical to recognize industry trends that are interlinked with FSM and can provide the best value for money and compare its impact. Top 3 most notable industry trends

Mobile phones: FSM apps help out the service technicians by giving them the technology to work faster. Through a mobile device, they can now access anything from previous service history to contracts. Field agents now work through their tablets or smart phones as they provide them with a single solution for their multiple problems.

Software-as-a-Service (SaaS): Software as a service (SaaS) allows users to connect to and use cloud-based apps over the Internet. Apps like drop box, Mail Chimp all use SaaS to enable greater mobility, since the system is accessible from any device with a web connection, rather than an allotted physical network.

Back-end system integration: For example in case agents do not have access to all the information anything from back-end systems to account information, they will not be able to fully do their job, which leads to the customers being dissatisfied .Their task is to provide a answer to the problems of the customer .With better integration, field teams can deliver the best end-to-end service and that is why we see vendors now offering far more features supporting softwares and Customer Relationship Management.


Common mistakes to avoid

Be self-critical: It is not logical to apply older business solutions in the digital age. Field service management tools have opened doors to new possibilities, methods to improve key performance indicator (KPI) and Service Level Agreements (SLA) allow one to have more control of their businesses.

Always keep customers first: Reinforcing existing relationships with customers is a key aspect in improving business performance. Generating a committed space where customers can obtain directions about any new developments. This is easily achievable without any supplementary assets being deployed to customer support.

Knowing the limit: It is essential to know changing & downscaling ideas is not regressive, it is actually the best option as potential available features help us in recognising its uses for our business. No system is a perfect fit without tinkering, slight flexibility not only saves time & capital, it also presents opportunities to experiment.

Choosing the right field service software

Priority: Be sure about the process you want to improve on and automate.

Requirements: Features that are likely to bring benefits to the company in the long run and features that would reduce the work load are deemed most important.

Aptitude: Align with those who have experience and a proven track record in the industry you are in.

Incorporation: The app should be integrated easily with other systems. A lot of software solutions offer software development kits to ensure simple and faster integration.

Preparation: Have a business plan ready, take in consideration time for the new system to be functional & efficient amongst other factors. Proper preparation will help reap long term rewards.

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