For most organizations, effectively managing a team of service technicians or field staff is one of the most operationally complex tasks.
Until recently, because there were so many variables that needed to be recorded, monitored and controlled by human effort, it required a significant amount of time and precision to keep track of all the unforeseen changes that could occur at any given time. Miscommunications, delays, incorrect or incomplete information plagued many companies in these situations, and while electronic databases certainly helped matters, there was still a high level of human error factor.
As permanently connected mobile devices proliferated and systems began to communicate with each other more easily, the next step for many software developers was to design a technological solution that would help manage mobile workforces and field service operations, relieving leaders frustrated by many inefficiencies. So what could this technological solution be? Advanced field service management (FSM) technology!
What is Field Service Management Technology?
Field Service Management technology is technology that automates a service team's field operations through mobile systems. The Field Service Management market is estimated to be valued at over $3.5 billion by 2019, and many of the key executives in the technology industry, including Salesforce , are interested in Field Service Management. has made development an important part of its strategies. As customer demands and the logistics of managing field teams continue to grow in complexity, it is clear that many business managers, employees, shareholders, and customers are discovering the value that Field Service Management software can bring to their organizations as a whole.
The Next Step of Field Service Management Software
Essentially, Field Service Management is a system designed to keep track of various components of field operations. These components typically include inventory management, vehicle tracking, scheduling, customer portals, and more. In terms of the software as a service (SaaS) industry, management of these components is typically controlled through a cloud-based portal accessible from mobile devices while field technicians are on the job. Everything from tracking driver productivity to empowering customers can often be controlled using a sophisticated Field Service Management solution.
As cloud solutions have become more applicable, data storage has become more affordable and mobile devices have been designed to handle more advanced software. It was only a matter of time before every field service technician had constant access to sophisticated Field Service Management technology. Management staff in the office can now instantly update tickets and coordinate changes. Field Service Management has completely transformed the way managers, service employees, and customers interact, with technicians able to access these changes and instantly inform customers of progress.
Current Impact of Field Service Management
One of the most significant changes brought about by the adoption of Field Service Management technology has been the relationship between the organization and the customer. Field Service Management solutions enable employees at every level of the company to engage with customers in innovative ways and reshape how leaders think about customer experience.
When systems are automated and integrated, this means any employee with access can make the same information available to customers on demand. When delays and disruptions occur, status updates can be immediately communicated to the customer with revised expectations and alerts.
As this technology becomes more widespread, customers are starting to expect it as a normal feature of their services. Innovation in the Field Service Management software market allows companies to continually deliver these new tools for the interaction that many customers consider important.
Leveraging Field Service Management for More Efficient Management
Planning a shipment and then distributing it efficiently (including figuring out which professionals are best suited to serve a client based on a combination of expertise, location, and availability), managing the flow of communication, and trying to monitor the quality of the team's work often takes a significant amount of time and energy.
Thanks in large part to the power of mobile, many of these processes can now be automated by incorporating Field Service Management solutions. These tools can be used to increase the productivity of both managers and technicians by incorporating algorithmically enhanced scheduling and providing access to real-time data from any device. Managers can also monitor the status of jobs much more easily through real-time analytics and live video streams.
Field Service Management and Employee Empowerment
Powered by Field Service Management technology, mobile devices also enable field service workers to deliver on the promise of your customer experience: They can be an information hub for nearly any question a customer has. One of the fundamental principles of successful management is to remove as many obstacles as possible to technicians from doing their best work. Field Service Management solutions streamline the service chain by enabling employees to become the main point of contact for customers.
Technicians have access to the same data pool as anyone in the organization, including customer service tickets, sales data, or billing history.
Working Smartly with Your Human and Technological Resources
Efficient resource management is of great importance for every company. Field Service Management technology has created new ways to make the most of your resources and control costs. Assets, whether they be vehicles, heavy machinery, expensive inventory, or anything else, can be incredibly costly if misused or not operating at maximum capacity. This can also lead to further delays rippling through the value chain and impacting the company's operating margins.
Even something as simple as route optimization and driving logs can have a profound impact on an organization's bottom line. When combined with smart scheduling tools, these programs can help companies significantly reduce fuel consumption, and you can also save significantly on vehicle maintenance thanks to less unnecessary mileage accumulation.
Innovation Through Integration
When systems can communicate with each other reliably and quickly, every department in the organization operates more efficiently. Cloud-based Field Service Management solutions are creating new possibilities when it comes to managing multiple data sets across a variety of different business sectors. Within an organization, gaps in the information chain slow response times, reduce productivity, and frustrate customers; This makes integrated systems incredibly attractive to any organization looking to operate leaner and increase customer satisfaction.
With automated and integrated systems enabled by Field Service Management software, data points created in one corner of the organization are updated everywhere and instantly accessible from both mobile and desktop devices. When accounting updates an invoice, customer service makes a change to a support ticket, or purchasing notes record a reduction in expected inventory due to missing deliveries, field technicians will be able to see these changes in the system and present accurate information to customers.
Cross-Sector Field Service Management
The emergence of high-quality Field Service Management software has transformed field resource management in a number of different industries. Four examples include:
As discussed previously, package shipping businesses use these solutions to eliminate the inefficiencies created by driving, thereby saving fuel and increasing driver efficiency.
For telcos, smart planning and vehicle tracking can result in fewer missed appointments and customer complaints.
For engineering and construction companies, expensive machinery can be better tracked for maintenance needs and work progress can be closely monitored thanks to instantly updated data points.
While healthcare is not the first industry to use Field Service Management , there are many traveling doctors, nurses, and paramedics who benefit from the availability of accurate patient histories.
The advancements made possible by Field Service Management software can benefit many different types of organizations, and companies in new industries will certainly continue to adjust to these new possibilities.
It All Comes Back to the Customer
Field Service Management software impacts the customer in multiple ways and provides new solutions to field service employees and managers to create a better customer experience.
One of the main goals of marketing automation is to create new ways to get to know your customers better, and a feature of Field Service Management technology is to integrate this experience into the field service field.
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