In the service based industry, managing your mobile workforce can be an operationally complex task. It involves logging variables, monitoring activities and reporting success, all while making sure that you can handle unpredictable changes that can occur at any time. Historically these systems were being managed independently by people and this meant a huge amount of time was spent in coordination and manually syncing different service operations with each other.
Key Components of Field Service Management
Field Service Management is a system that is designed to track and monitor integral components of the field operations cycle. Typically, these components are scheduling, dispatching, inventory management, managing customer portals, and billing. With the leap in technology and mobile capabilities, Field Service Management solutions have reached a point where having a system in place is no longer a competitive edge; it has become a necessity. The competitive advantage is the level of service and automation once you have an Field Service Management system in place. It is just a matter of time before every technician in the field will have uninterrupted access to cutting edge software. While service managers can now make instant updates, and create work orders on the fly, technicians are now able to access these updates immediately and make amendments.
Implementation and Communication
Implementing Field Service Management technology has brought a change in the relationship between the organization and their customer. FSM solutions allow technicians, service managers and accounting at all levels of the company to engage with their clients in different ways, and customer service has become a metric for measuring success.
Field Service Automation
Customers are beginning to expect automated field service management as a regular feature of service delivery. They want to see technologically advanced systems and are willing to pay a premium for it. Today’s customer is busier and more technologically advanced than they were before, and are not prepared to compromise. Advancement in the Field Service Management software marketplace allows companies to continually deliver these new tools for engagement that many customers view as mandatory.