In business, field service management (FSM) is the process of scheduling and dispatching field service technicians to customer locations, managing inventory, and tracking the status of service tickets. The goal of FSM is to minimize downtime and optimize resource utilization.
The term “field service management” can also refer to the software used to automate these processes. Field service management software (FSMS) typically includes features such as work order management, dispatch, scheduling, asset management, and customer relationship management (CRM).
While FSM has historically been associated with manufacturing and equipment maintenance, the term is now used in a variety of industries including healthcare, telecommunications, construction, and IT. As businesses increasingly rely on mobile workers to provide services to customers on-site, the need for effective field service management has never been greater.
The global field service management market is expected to grow from $3.35 billion in 2020 to $5.25 billion by 2025, at a compound annual growth rate (CAGR) of 9.0%. The major drivers of this market growth are the increasing demand for workforce productivity and efficiency and the need for real-time visibility into field service operations.
In this guide, we will take a closer look at field service management, including its history, key concepts, benefits, and challenges. We will also examine some of the latest industry trends and give you an overview of the different types of field service management software available on the market.
The 21st Century’s Trades.
In the 21st century, we’ve seen a rise in what are known as “the trades.” This refers to occupations that require specialized skills and training in areas such as construction, manufacturing, and repairs. Though these jobs have always been around, they’re becoming increasingly important in our modern world.
As technology advances, so does the need for people who can maintain and repair that technology. That’s where field service management comes in. Field service management (FSM) is a term used to describe the process of managing employees who work in the field. This can include everything from managing schedules and dispatch to tracking inventory and customer data.
In order to be successful, field service organizations need to have a clear understanding of their business processes and objectives. They must also be able to adapt to change quickly and efficiently. Industry leaders are using a variety of strategies and technologies to position themselves in an increasingly complex marketplace.
What is Field Complete field service management software?
Field Complete is a tool that helps businesses manage their field service operations. It provides a centralized platform for managing customer data, scheduling appointments, dispatching service calls, invoicing, and payments. It also helps businesses keep track of their field service equipment and assets, workforce, and key performance metrics. Take a look at what you may do with our software:
Customer Management
We help you manage your customers and service locations all in one place. Get a complete view of your customer data and make changes on the fly.
Service Scheduling & Dispatching
We make it easy to schedule field service appointments with our drag-and-drop calendar. Quickly assign technicians and dispatch service calls with just a few clicks.
Invoicing & Payments
Get paid faster with our invoicing and payment features. Automatically send invoices after each job is completed and accept credit card payments on the spot.
Asset Management
Keep track of your field service equipment and tools with our asset management features. Stay organized and never lose another tool again.
Workforce Management
We help you manage your field service technicians with our workforce management features. Keep track of employee time and attendance, scheduling, and more.
Reporting & Analytics
Get real-time insights into your field service business with our reporting and analytics features. Track key metrics and make data-driven decisions to grow your business.
Customer Self-Service Portal
Empower your customers to schedule appointments, view invoices, and make payments online with our customer self-service portal.
Mobile App
Our mobile app gives your field service technicians everything they need to do their job, right from their smartphone.
Job Sharing
Become part of our network and receive more jobs in your area. With our job sharing feature, you can easily find and apply for field service jobs near you.
Business Rules Engine
Customize our software to fit your unique business needs with our business rules engine. You can create custom workflows, forms, and reports to streamline your operations.
The Future of Field Service Management
As the world becomes more connected, the field service industry is evolving to meet the demands of a new generation of customers. Here are some of the trends that are shaping the future of field service management:
- Increased focus on customer experience
- The rise of predictive maintenance
- The growth of the gig economy
- The expansion of connected devices
- The adoption of artificial intelligence and machine learning
- The increasing importance of data analytics
- The growth of mobile technologies
- The rise of the Internet of Things
- The expansion of cloud-based solutions
- The rise of artificial intelligence and robotics.
As you can see, the future of field service management is filled with opportunities. By staying ahead of the latest trends and technologies, you can position your business for success in the years to come.
Assessing Employee Behavior.
The first step to field service management is understanding what your workers are doing every day. This can be done through GPS tracking, workforce scheduling software, or a combination of the two. Once you have this data, you can start to see patterns and optimize your workforce. For example, you may notice that one worker always arrives late at their job site. You can then adjust their schedule accordingly.
GPS tracking can also be used to monitor worker activity in real time. This is helpful for ensuring that workers are following proper safety procedures and not taking shortcuts. It can also help you identify areas where your workforce is underperforming.
One of the benefits of GPS tracking is that it can help you improve your customer service. By knowing where your workers are at all times, you can provide accurate ETAs to customers. This information can also be used to dispatch the nearest worker to a job site, which can save time and money.
Workforce scheduling software is another helpful tool for managing worker activity. This type of software can be used to create and manage employee schedules. It can also be used to track time worked, overtime, and vacation days.
Streamlining Internal Operations.
The heart of good field service management is an effective and efficient internal operation. This involves creating workflows and systems that allow you to quickly and easily schedule appointments, track inventory, dispatch technicians, generate invoices, and more.
When your internal operations are running smoothly, it frees up your team to focus on providing excellent customer service. And that’s what it’s all about!
To streamline your internal operations, there are a few key things you can do:
- Automate where possible: Automation is your friend when it comes to efficiency. There are many software solutions on the market that can automate various aspects of your field service management, from appointment scheduling to invoicing.
- Create clear and concise workflows: Workflows will vary depending on your specific business, but it’s important to have a clear and concise system in place for each task. This could be as simple as creating a checklist for each job or using project management software to track progress.
- Use technology to your advantage: There are many great field service management software solutions available that can help you streamline your operations. These solutions often come with features like GPS tracking, appointment scheduling, job dispatching, invoicing, and more.
- Implement best practices: There are certain best practices that all businesses should follow when it comes to field service management. These include things like maintaining accurate records, keeping your technicians up-to-date on training, and being proactive about customer communication.
- Stay organized: This one may seem obvious, but it’s important to mention nonetheless. A good field service management system will help you stay organized, but it’s also important to have systems and processes in place for your team to follow. This could include things like using a CRM system, setting up email templates, and creating standard operating procedures.
Create a free account on Field Complete or Schedule a personalized demo today.
Field Complete is the leading provider of field service management software. Our all-in-one solution includes GPS tracking, workforce scheduling, job dispatching, invoicing, and more. We offer free access for small teams (under 10 people), dedicated support managers, free training and data transfer. Schedule a personalized demo today to learn more.
