A Complete Guide for Field Service Management

Introduction
What is Field Service Management Software?
Why Do Service Businesses Need FSM Software Today?
Common Industrial Applications of FSM Software
Top Trends to Watch Out in Field Service Management
Overcoming Field Service Management Challenges with FSM Software
Benefits of Field Service Management Software
Tips to Choose the Best Field Service Management Software
Propel Your Growth with Field Service Management Software

Introduction

Field service management (FSM) is the practice of coordinating and optimizing field service operations that are performed off-site and out on the field. Common examples include installation, repair, maintenance of equipment, site audits and inspections, outdoor customer support, periodic assessment of machinery at different locations, and regular field visits and consultations. Field service managers are responsible for scheduling, dispatching, and managing an organization’s field service technicians, tracking their job status and performance, and monitoring field resources.

Field service management is a multifaceted process that includes operations such as:

Service scheduling (job scheduling): Setting up work order completion timelines, employee schedules, and service appointments.
Work order management: Creating, assigning, and tracking service work orders end-to-end, including customer invoicing.
Dispatch management: Coordinating the process of dispatch, that is, deciding which field technician should be picked for a specific job and tracking when and where they are sent out.
Parts and inventory management: Monitoring the usage and stock levels of parts and supplies will allow store managers to understand when they need to place orders and how much to order.
Contract management: Managing field service contracts with customers and ensuring adherence to Service Level Agreements (SLAs) committed.
Employee training: Training field service teams with the skills required to complete their jobs and help them stay in touch with product and service changes.
Customer self-service: Allowing customers to choose or change service schedules, review invoices and make payments, track the status of their service requests, and communicate with service agents.

What is Field Service Management Software?

Field service management software allows businesses to oversee all aspects of field service operations. FSM software enables field service providers to automate job scheduling and dispatching, process work orders, monitor task progress, and completion, optimize routes for field technicians to reach job sites faster, manage SLAs and contracts made with customers, track inventory, generate invoices, collect payments, and much more.

Technicians and service engineers can use their mobile devices and tools to access field service management software delivered as a Software-as-a-Service (SaaS) platform. FMS software’s mobility allows them to execute more field jobs without worrying about manually sending reports to the back office or transferring faulty equipment to the service provider’s headquarters. The software updates technicians about upcoming schedules and offers all the required insights to complete each job. For instance, a field technician can view on their FSM app’s dashboard:

Service request details
The account linked to the order to view the service history
Purpose of the visit
Conditions of the equipment to be serviced
Priority tasks involved
Customer contact information
Location details of the service event
Directions to the work site
Scheduled date and time of visit

Field Service Management Software Capabilities

Customizable dashboards for administrators, business owners, and mobile field service teams
Self-service portal for customers to report and track service requests and interact with a customer support team
GPS tracking to locate and track field technicians, fleet vehicles, assets, and other resources
Assign technicians and resources based on their abilities to complete the task
Prioritize jobs based on their urgency or the need to comply with SLAs
Service standards, safety instructions, guided walkthroughs, etc. for field service crew
Job-specific analytics and insights enable technicians to quick decision support
Manage inventory and parts, replenish exhausted products, and control requisition requests

Why Do Service Businesses Need FSM Software Today?

By 2024, the global field service management market is expected to double its value. Several factors contribute to the industry’s growth, such as:

Rising demand for cost-effective and well-timed services
Increasing application of mobile-based field service management solutions
Using advanced technologies to equip field technicians
Development of cloud-based field service software and SaaS solutions

As customers fervently seek unique and personalized service delivery, field service companies are adopting automation and digitalization to enhance employee productivity, reduce workforce costs, and improve overall operational efficiency.

Technology implementation and automated systems allow service providers to seamlessly navigate scheduling, planning, and dispatching processes, which are the crucial components of field service management. Service companies adopting FSM software are successful in reducing the number of business years required to attain positive ROI.

Data shows that fleet managers were able to reduce accident costs by 14% and labor and fuel costs by 10% after implementing GPS fleet tracking software.
Integrated data analytics in FSM software allows field service organizations to gain a 44% improvement in SLA performance and an 18% increase in service profits.

75% of field service businesses using mobility tools have increased the productivity of their workforce, while the rest have seen a steady rise in customer satisfaction rates.

Mobility-powered FSM software enables service providers to make better decisions, supervise field operations from anywhere, and deliver timely customer service.

Common Industrial Applications of FSM Software

Energy and Utilities

Energy and utility companies handle huge volumes of time-sensitive work orders, deliver uninterrupted service, maintain vast networks and equipment located at multiple sites, ensure code compliance, minimize outages, manage complex crew scheduling, and constantly monitor the geospatial data generated by remote assets.

FSM software allows utility companies and energy providers to organize work schedules and judiciously dispatch engineering experts and technicians to inspect the equipment, attend to repairs, and review resources. The software reduces the manual effort involved in monitoring and collecting vital data from remote equipment.

Installation

Equipment installation, maintenance, and management are vital responsibilities of service businesses. Client-owned equipment and tools rented out by service providers need to be examined and serviced regularly for improved and stable performance.

Home service business software allows service managers and technicians to stay on top of equipment installation and maintenance jobs. The software offers a reliable record-keeping system by storing details such as serial numbers, warranties, sale dates, default vendors, and installation dates for each component that makes up the equipment. Service providers can set preventive maintenance schedules and link them to their technicians’ work orders. Tracking warranty details prevents businesses from overcharging clients, thus reducing the volume of customer complaints.

HVAC

HVAC companies operate in a highly oversaturated and volatile market. Mechanical engineers, building service engineers, technicians, and contractors should be consulted and onboarded before implementing customized HVAC systems. Manually tracking all the installed HVAC systems, documentation, and customer support is only next to impossible.

FSM software is a versatile solution that simplifies the process of HVAC management through the automation of mundane processes and real-time monitoring of HVAC technicians and installations. The HVAC software enables better coordination and collaboration between geographically scattered HVAC technicians and back-office teams, automates work order scheduling, tracking, and reporting, streamlines inventory management, and mitigates the complexity of addressing customer needs. With the integration of HVAC software, businesses can optimize their operations and enhance efficiency in managing heating, ventilation, and air conditioning systems.

Fire and Safety

Fire safety is an emergency service where every second counts. Technicians must reach accident scenes faster and handle risky situations with the available tools and information. Safety compliance is another time-consuming area for fire safety contractors. Carrying out safety audits and inspections and eliminating the factors leading to fire hazards can be daunting.

Fire safety software can eliminate the pressing challenges discussed above. Automated scheduling can quickly dispatch technicians to inspection and work sites. Mobile checklists allow technicians to conduct inspections promptly and digitally record and transfer all the required information to their back office. When a customer calls in to inform a smoke alarm malfunction or a faulty fire extinguisher, the FSM software allows customer service reps to record all the critical information tagged to the work order. This enables technicians to quickly fix the problem without wasting time on data collection.

Pest Control

The pest control industry faces sudden spikes in activity, mainly based on seasonal demands. Success depends on faster turnaround times, adequate availability of pest repellants, tools, and protective wear, and rapid identification and destruction of pests that inflict on the customer’s premises.

Field service management software allows pest control companies to enhance their fleet management, automatically match technician skills with incoming jobs, stock the correct set of tools to complete each job, execute pest treatments and post-treatment inspections, prioritize work orders, and make timely interventions. The pest control software integration streamlines operations by providing online pest control checklists that enable technicians to rapidly disinfect afflicted premises. Additionally, access to service history helps them understand the type of pests they will encounter, ensuring effective and targeted treatment strategies. With the incorporation of pest control software, companies can optimize their processes, improve customer satisfaction, and achieve greater efficiency in managing pest control operations.

Landscaping

Office buildings, shopping centers, salons, spas, hotels, and restaurants should regularly prune and decorate their landscape to enrich their premises’ aesthetic value, presentation, and ambiance. The growing utilization rate of machinery, complex governmental regulations, changing service demands raised by customers, and shortage of creative landscaping artisans make landscaping business management more challenging.

Field service management software allows landscaping businesses to balance the time window, machinery, and skilled employees successfully. This is achieved through automated scheduling, a paperless office, customizable dashboards, GPS tracking for route optimization, and a clear display of reports. Landscaping software enables landscaping businesses to handle the entire process from sales to invoicing cost-effectively.

Top Trends to Watch Out in Field Service Management

Changing customer expectations are giving rise to several new trends in field service management, such as self-service opportunities, contactless payment, adoption of advanced technologies, mobile experience, and so on. A quick rundown of the five trends in field service management.

1. Self-service Portals

Self-service portals strengthen the communication between service organizations and customers by effectively capturing customer concerns and requirements. Field service agents can update data in real-time using their mobile app, customers can share maximum details to support in-depth field assessment, and service managers can clearly set the goals for technicians. Self-service FSM software helps sync and manage the expectations on both sides.

2. Cashless and Mobile Payments

The utilization of currency has declined in B2B transactions since the onset of the pandemic. Mobile payments and digital wallets offer more convenience and safety than cash or physical cards. Contactless card readers, secure online payments via field service mobile apps and self-service portals, and integrated third-party payment gateways such as Stripe and PayPal enable faster cashless payments. Cashless transactions reduce the health risks occurring due to physical interactions.

3. Contactless Field Service and Support

Field service standards are changing in the post-pandemic era, with more organizations adopting safety protocols and contactless capabilities to prevent their customers and employees from getting exposed to health risks. Contactless service appointments, direct dispatch of field service personnel from their home to customers, Augmented Reality powered video calls, and hybrid work options are a few approaches followed by leading field service companies.

4. Proactive and Predictive Maintenance

Data collected by FSM software over a period of time will allow technicians to identify the root of a problem before it escalates. For instance, a detailed repair log stored by the software enables HVAC technicians to intelligently schedule customer visits, regularly check the device for leaks or blotches, and prevent unexpected equipment breakdown. Installation and service history collected for each customer will turn into actionable insights, which will go a long way in powering predictive maintenance.

5. Backend Process Automation

Optimizing job scheduling is of paramount importance, especially when the field service industry has to rely on an aging workforce. Automated job scheduling allows service providers to leverage AI and rules and dispatch the closest and most experienced technicians without disrupting existing schedules. Automation simplifies overwhelming back-office operations, such as managing customer expectations, confirming appointments, reorganizing schedules, tracking inventory, submitting invoices, and accommodating last-minute emergency service requests.

Overcoming Field Service Management Challenges with FSM Software

FSM companies grapple with several business challenges that could hold back their growth. Field service management software helps service businesses to solve the most common challenges such as juggling multiple responsibilities, processing stacks of paper invoices, matching technicians to the right jobs, parts inventory, and fleet maintenance, among other pain points.

1. Tracking Field Service Technicians

Field service management software with GPS tracking ensures that technicians execute their schedules efficiently and cost-effectively. Service managers can view their technicians’ routes and job statuses and check the number of hours logged in. This will improve the trust between technicians and managers and avoid operational chaos. As technicians spend more time on the road and in the field, GPS tracking and electronic logging features in the FSM software assure the safety of technicians and alert administrators if anything goes wrong.

2. First-Time Fix Rates

Sending the field service crew to the work site with the right tools and information is important for completing the job on the first visit. If you see a rise in the number of follow-ups or customers venting their concerns to your staff repeatedly, it’s time to reconsider your style of work. FSM software ensures that a technician visiting the customer’s location is provided with the right information, including the current status of the equipment to be serviced, customer service history, warranty details, and anything that expedites the fix.

3. Paper-bound Processes

Manual documentation eats up precious time and leaves room for costly errors in field service management. Digitalization of paper-based processes allows service managers to generate and track work orders in real-time, process invoices digitally, alter schedules on the go without disrupting technicians, and improve overall business efficiency.

Benefits of Field Service Management Software

Investing in a cloud-based, mobility-powered field service management software offers your business access to unique processes, tools, and considerations that will improve your competitive advantage. Here are the top benefits of employing FSM software:

Benefits to Field Service Technicians:

Receive work order details and notifications directly on their phones
No need to manually collect documents from the customer prior to attending a work order
Save a lot of time and productivity and meet deadlines efficiently
Mark completed work orders and instantly notify clients and back-office staff about the job status
24/7 access to help documents, knowledge, guided workflows, and other key training resources

Benefits to Dispatch and Operation Supervisors:

Optimize service appointments, timelines, and job schedules to coordinate with the field crew effectively
Reduce errors and save time through automated scheduling, dispatching, invoicing, and documentation
Eliminate repetitive and manual administrative tasks to allow field technicians more quality time with customers
Bring more transparency into asset and inventory management and prevent unwanted overheads
Expedite service delivery and minimize downtime by streamlining collaboration and knowledge sharing with mobile field service technicians

Benefits to Service Business Owners and Executives:

360-degree view of customer profiles, service data, and business performance
Increase profits by leveraging data to deliver proactive and outcome-based field service
Improve first-time fix rates by ramping up new resources quickly and training them to help frustrated customers with more confidence
Allow customers access to all aspects of your field workforce – location, status, expected arrival time, and so on
Build opportunities to expand your field service footprint to new industries

Watch more: How ReachOut Suite Saves 2 Hours Of Work Per Day With Effective Job Tracking!

Tips to Choose the Best Field Service Management Software

Choosing the best service business software requires you to evaluate your business needs and analyze the essential functionalities offered by the FSM tool. Below are a few tips to help you zero down on the best FSM.

1. Understand Your Business Needs

Understand the needs of different players and stakeholders partaking in your business – customers, back-office administrators, service managers, and mobile field agents. Identify the bottlenecks to be solved and the gaps to be filled. This will enable you to personalize the software based on your needs.

2. Choose between On-Premise and SaaS Software

If your service business caters to specific verticals, on-premise software would be more cost-effective and simple to use. However, standalone FSM tools are becoming history. The SaaS delivery model integrates your business management system with essential tools such as CRM, ERP, HRM, accounting, invoicing, and help desks to bring more relevance and context into your communication and service delivery.

3. Omni-channel Customer Support

Modern FSM software provides complete context about a customer’s conversations across different channels from a single view. Helpdesk agents, technicians, and customers don’t have to swap multiple tools or windows to collaborate. Omni-channel capability is a must-have for the success of field service businesses today.

4. Mobile Field Service App

Choose a mobile field service app that can navigate customer destinations, add field notes, capture and record service pictures and videos, access service checklists, log in expenses, clock in appointment times, and collect customer signatures and feedback post the service.

5. After-sales Support

Before choosing a field service software vendor, examine their previous case studies, analyze their reputation in the market, ask for references, and test the quality of their support center.

6. Ease of Implementation and Use

Ensure the implementation of field service management software doesn’t affect your business with longer downtimes and significant changes to your existing workflows. Your workforce should be able to acknowledge the software and get started with it quickly. It should be easy to implement, train, and use.

7. Add and Monitor Service Tasks and Field Visits

Field workers should be able to update their work status while fixing a problem, record what went wrong and where resolutions are falling short, and suggest ways to streamline the approach in the future.

Propel Your Growth with Field Service Management Software

A successful field service management strategy comprises digital technology to maximize efficiencies and connect the mobile workforce to customers and the back office. Field service management software helps uncover incredible growth opportunities in worker productivity and customer satisfaction and improves your bottom line. Technology adoption ensures your business gains a competitive advantage against disruptors claiming a larger market share.

Want to get rid of fragmented customer experiences, rising inefficiencies, and increasing costs that are making you less competitive? Switch on to ReachOut Suite and hit the mark in no time. Harness intuitive, cloud-based, mobile-first, field service management technology to captivate customers and drive revenue.

Try out a demo of our FSM suite or connect with our team for a quick walkthrough of ReachOut’s exclusive features.

Digitize your field service operations from scheduling to invoicing with ReachOut. Connect your technicians with the companion mobile app to execute jobs and reduce paperwork in the field. Try ReachOut now and give your customers the fast and quality service they deserve.

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Aarathy

With over a decade of experience in the technology sector, Aarathy is passionate about improving field service efficiency through digital innovation. She is particularly interested in topics such as field service trends, service automation, and strategies for implementing digital transformation in service management.

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