The Changing Landscape Of Field Service Management In The Utilities Industry

As a provider of critical infrastructure, the utilities industry has built a strong track record in preparing for emergencies and responding to many unforeseeable hazards. But, unfortunately, the coronavirus outbreak challenged even the best thought-out business continuity plans. As a result, the utilities industry is facing ongoing pressure from on-demand services.

Field Service Management software can improve the visibility of assets and bridge the gap between field staff and back-office systems, a crucial function in the utilities sector. With real-time data, the field staff will be better equipped to make informed decisions quickly and manage assets more proactively. Read on to find out how Field Service Management is changing the landscape of the utilities industry.

Read more: 4 Ways the Utilities Industry Can Expedite Recovery in the Post-COVID World 

Utilities Industry

How Important Is Field Service Management For The Utilities Industry?

Most utility businesses find it challenging to maximize workforce productivity with paper-based field service management. But a dedicated Field Service Management Software can help the utilities industry to manage its workforce, equipment, and other resources out in the field. 

Field management is overwhelming. Besides, customers do not like delays or inconsistent services. Another challenge is asset management. Monitoring all activities in real-time can be a gigantic task. Such monitoring is time-consuming and prone to mismanagement.

Fortunately, implementing game-changing technologies such as Field Service Management Software improves work productivity and helps automate your business process. Also, it ensures that mobile workers complete their field tasks while they maintain their health and safety during the pandemic.

Field management involves scheduling work, tracking labor hours, dispatching tasks to field technicians, and sending invoices. ReachOut’s Field Service Management software can make all of these activities more efficient for your team. Interestingly, Fortune Business Insights predicts that FSM is projected to reach USD 7.09 billion by 2027 with a 13.8% CAGR during the forecast period. So it’s time to sign on if you want to capitalize on this.

Positive Impacts Of Field Service Management On The Utilities Industry

Field Service Management solutions like ReachOut improve customer service, enhance the efficiency of field employees, and help manage costs. 

Here are some positive impacts of Field Service Management on the utilities industry:

1. Accurate data collection

Most companies still use paper documentation to maintain daily work order details. This can delay job scheduling, cause dispatching problems, and lead to inaccurate data entries. However, FSM solutions can help you avoid all of the above issues as you can send accurate details of each task to the field employee’s mobile device. What can you send?

ReachOut Field Service Management Software allows you to include information such as tools used, inventory management processing, service history, service reports, and the optimal route to the site. Such detailed and accurate information helps field agents to serve your customer efficiently without any delays or errors. 

You can also use this solution to track your inventory in the supply chain to ensure that it is up-to-date. With proper inventory and planned work, you can reduce the number of visits a field employee needs to make to the warehouse, thus enhancing efficiency and profitability.

Read more: Five Ways ReachOut’s Contractor Management Software Helps Utility Companies 

contractor management software

2. Automation of multiple tasks

The utilities industry often needs to deal with multiple tasks that work as a sequence of numerous on-site events. These activities range from planning to standard asset management. Field Service Management Software helps avoid the obstructions and costs that are incurred by inefficient activities. FSM software like ReachOut can simplify task coordination to manage all the planning and scheduling variables and dependencies. 

Another crucial area of automation is the instant recording of service labor and its associated costs. If the data is captured and analyzed manually, invoicing may take multiple weeks to assess the work.

On the other hand, a technician can use the ReachOut FSM software to send all the job-related information. This may include tools and material used, the time spent, the client’s signature, and more. Then, based on that information, ReachOut field service management software automatically generates the invoices. Interestingly, while generating the invoice, the software includes details such as product warranty and pre-arranged discounts. 

3. Improved customer experience

Customer loyalty depends on meeting or exceeding customer expectations. You are bound to receive complaints if you manually track your team and equipment. And some customers would expect you to provide them constant updates. 

Field Service Management can reduce the number of dissatisfied customers by maintaining service levels regardless of employee movement. Furthermore, you can find the most experienced technician and assign them the task right from your phone. Thus, you will avoid any delays in providing appropriate services quickly. This way, you can ensure all your projects are delivered on time and improve customer experience. 

Read more: Why Utility Companies Need to Improve Field-Level Customer Service 

Utility Company

4. Responsiveness

Responsiveness is challenging when the field changes rapidly. A lack of responsiveness damages credibility. The primary downside is the inability to communicate with the field employees, leaving them incapable of dealing with surprises. As a result, necessary parts or skill sets may be missing, travel time to the site may take longer than anticipated, the weather may change, the field worker may fall ill, and so on. 

With ReachOut’s Field Service Management Software, the service teams can respond quickly to dynamic circumstances. The real-time, two-way communication will help the schedulers and field team alert the customer, prioritize efficiently, and respond quickly. 

5. Real-time resource optimization

The assignment and routing of field technicians can adversely affect profitability. This can be optimized with Field Service Management Software as it can minimize drive time and increase productivity. Thus, it will help you organize your team proficiently, contributing to increased productivity. 

ReachOut allows you to match the skills required to the skill available at hand as you will have easy access to skill sets, certifications, work classifications, and other crucial factors. Thus, you can monitor and identify resources in real-time. 

Read more: How Field Service Software is Revolutionizing the Utility Industry 


Dedicated Field Service Management Can Boost Your Growth

A reliable and scalable Field Service Management Software can help your business grow in terms of efficiency and productivity while you continue to enhance customer experience. If you are looking forward to taking your business to the next level, you need dedicated FSM software. Quick response and repair can guarantee customer satisfaction. ReachOut’s Field Service Management Software can help your business reach that next level. Get in touch with us to find out how you can get started.

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 is a Senior Digital Marketing Analyst at ReachOut Suite. She is majorly into content marketing and focuses on getting the messaging right across a host of marketing collaterals. While not working on content, you can find her juggling SEO, social media, branding and more. She enjoys exploring new frontiers in digital marketing and the associated challenges keep her going.

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