The FSM (Field Service Management) landscape is changing - business leaders are evaluating their organizational strengths and weaknesses and searching for new and cost-effective ways to boost efficiency, maximize productivity, realize their cash flow and reduce the margin of error. When we say end to end field service management what do we really mean?
Many companies have first generation systems in place that give you basic field service dispatch and scheduling with limited mobility. Others use extensions of their ERP systems for better optimization of their field service activities, while there are still enterprises that rely on manual processes and spreadsheets which means a lot of paper management. In relying on ad hoc methods and outdated systems, enterprises will face challenges in meeting their end to end management goals. Service management solutions stay in silos rather than being share across the enterprise through a fully integrated solution. Managing complex customer service contract requirements is a demanding task that is only made more complicated by manual processes.
A New Era in FSM – True End to End Management
At Fieldpoint when we say end to end management, we mean that our system has the capability to manage the entire FSM process, giving our customers the capability to automate their service management right from the time the service call is received to the time when the invoice is generated from your ERP system. It simplifies management of the complete Field Service lifecycle, including work orders, labor, parts, expenses, equipment, warranties and contracts. Its robust planning and scheduling capabilities provides the ability to adapt to changes through out the cycle.
Once a service call comes in, it is entered into the system either manually or through support, and then scheduled by creating an appointment – the goal here is to get the right resource, with the right skill set to the right place with the required parts in the least amount of time. Dispatch optimization allows technicians to attend to more service calls minimizing travel times and increasing profitability.
Fieldpoint’s solution is mobile and we have a native mobile app through which the technician can enter the service call information in real time. They can add any parts being used, associated costs, capture images associated with the call and close off the work order with a digital signature from the customer. All this information is immediately synced with the back end office. Increasingly, mobility is providing workforce optimization solutions and valuable tools to help them achieve their goals.
Integrations, Automated Cost Management and Invoicing
Now we have all the information to generate an invoice to the customer, and the system expedites invoicing and customer billing. There are out of the box integrations with Microsoft GP, NetSuite and Intacct as well as an open API so we can build integrations to other ERP and CRM systems. You can have a complete view into your financials and data recorded within the software is immediately available.
Actual labor, parts and service costs can be recorded instantly. The system can tell you if an asset is under warranty, or a service level agreement. You can see whether there are any pricing considerations, labour rates, contractual commitments and discounts that apply to the invoicing. This takes the burden off the technician.
Project Job Costing and Management
We can’t ignore organizations that sell, install complex projects as well as provide recurring professional services and repairs. Fieldpoint’s project management and job costing solution is perfect for these enterprises. Traditionally many enterprise solutions provide silo project and service modules that don’t speak to each other. Service teams that do break and fix work one day and project installations the next, need service software that can schedule, track inventory and invoice both operations at the same time.
How We Can Help Your Bottom Line
- Customer satisfaction and retention becomes a reality as there is real time information exchange between the back end and field.
- With ERP integration and mobility, the technicians have a view into inventory and can access or order parts immediately, reducing the service time, number of call backs and save money on maintenance contracts.
- Eliminates the risk of double data entry and paperwork, improving communications
- Overheads are reduced, cash flow is increased by faster billing that can be generated in seconds
- Flexible recurring and repair billing options that can be generated in real time and referenced to a contract
- Consistent SLA performance will increase the chances of winning contract renewals. Scalability helps expand field service offerings into new regions and markets.