What Is Field Service Management Software?
Field Service Management Software is a digital solution designed to assist field service managers and help improve decision-making when it comes to tracking, managing, scheduling, and dispatching field workers. It helps field service teams to:
- Record details about the field assets, jobs, technicians, contractors, spare parts, quotes and logistics
- Log jobs against the field assets
- Plan and schedule jobs
- Provide a framework to complete jobs
- Ensure jobs are taken and completed safely
- Provide a framework to comply with health and safety standards
- Ensure spare parts can be ordered and made available for the jobs
- Quote on jobs
- Take orders for jobs
- Manage field service technicians via an iOS or Android mobile app
Field Service Management Software allows managers and back-office staff to report on:
- First time fix rates
- Jobs completed per technicians
- The number of jobs open
- Warranty information related to spare parts and labour
- Replacement parts
- KPI’s and parameters decided by the field service management team
It’s important to note that Field Service Management software means different things to different businesses, whether small businesses, medium businesses, or enterprises.
Field Service Management Software For Small Businesses (SMBs) Focuses On:
- Recording jobs, quoting for jobs and completing jobs
- There is less emphasis on complex planning and scheduling of jobs
- Van Stock, Insurance and completing jobs on time and for a profit quite often are the priorities
- Basic reporting
Field Service Management Software For Medium Businesses Is Focussed Around:
- Providing common visibility and clarity about field service jobs to office based teams and field technicians
- Moderate planning and scheduling based on skills, availability and cost
- Quotation creation and approval processes
- Time, Labour and Parts invoicing
- Fleet availabilit.
- Van Stock
- Notes and messages management between field and office based teams
- Reporting on quotes to jobs, first time fix rates, Spare parts, Invoicing, Productivity by teams, and KPI’s set by the field service teams
For Enterprise Field Service Businesses (ENT):
Field service management for enterprise business is often complex. Evolution of ENT businesses, acquisition assets, legacy systems, ‘we have always done it that way’ approach and high volume jobs often require Field Service Management software which can be configured and reconfigured as the business changes.
Field service management software for an ENT business focuses on:
- Relevant and contextual information about the field assets, jobs, technicians, contractors, spare parts, quotes and logistics based on a role
- Log jobs against the field assets
- Recommend solutions to jobs after they are logged
- Self-service solution to jobs
- Manual, algorithmic, automated and dynamic planning and scheduling of jobs
- Fleet assignment
- Fleet tracking
- Fleet maintenance
- Spare parts management
- Provide a simple framework to complete jobs
- Use of augmented reality for skilled technicians to assist new technicians on jobs
- Use of Machine Learning/Artificial intelligence to offer predictive service management
- Integration with sensors
- Ensure jobs are taken and completed safely
- Provide a framework to comply with health and safety standards
- Ensure spare parts can be ordered and made available for the jobs
- Quote on jobs
- Take orders for jobs
- Provide an iOS or Android mobile App for Field Service Technicians
- Issue certificates
- Report on, first time fix rates, jobs completed per technicians, jobs open, warranty information, replacement parts, and KPI’s and parameters decided by the field service management team.
- Analytics on improving first time fix rates, identifying service jobs before they are logged, improving remote fixes, reducing cost per service, improving technicians to jobs assignment, integration and data collection from sensors
How to Find the Best Field Service Management Software
There are 5 steps to finding the right Field Service Management Software for you;
- Map out the end user experience that you would like to provide and then work backwards to find the right Field Service Management Solution.
- Identify Your Field Service Requirements and then shortlist Field Service Management solutions.
- Identify the gaps in your field service delivery and then find the right field service solutions.
- Collaborate with your Back-Office and On-the-Field Technicians and Users to identify Field Service systems that will really get adopted by your team.
- Keep researching the internet till you feel you have found the right solution.
There is no one way to find the right FSM software for your business. Yet there are well-known considerations you can use to find the right FSM tool for your business.
Key points to consider before picking your Field Service Management System.
- Your team’s digital experience of using software tools and apps.
- Simplicity of your requirements.
- Clarity of your goals with the FSM system.
- End User’s expectations from your field service management.
- The importance of Field Service to your overall business.
- The Speed at which you would like to implement the new system.
Key Questions to Identify Your Field Service Management Requirements;
- How do end customers log service requests?.
- How are jobs scheduled? .
- (Either by priority, technical availability, parts availability, or completion time).
- How do field staff communicate with office-based staff?.
- Are services updated? Is it by the customer, job status, or billing?.
- How do office-based teams process service requests and information?.
- What are the top 3 gaps in your field service management?.
- Once current field service tasks are outlined, the next step is to identify gaps and challenges. When doing so, businesses should separate challenges into distinct groups:.
- Service Management Gaps.
- The key to improving efficiency is to have clear guidelines regarding operations. This is something that all field service managers can relate to. Logical service management challenges include:.
- Not meeting SLAs.
- Inconsistent job completion times.
- Delays to jobs due to inaccurate inventory.
- Not assigning the right field technician to a job.
- Information and Visibility Gaps.
- To improve the customer experience and increase job completion rates, information is essential. Several users require information about a job. Including field staff, supervisors, and customers. Having the right data helps to:.
- Assign a qualified worker to the right job.
- Increase first-time fix rate.
- Avoid delays due to the availability of spare parts.
- List Desired Field Service, Workforce, and Commercial Outcomes.
- Leading field service businesses set clear goals. For instance, if a business receives 300 job requests per month, its total service management costs will be £400,000. The average service time would be 90 minutes. But, with a field service system in place, a business can improve its targets. Instead, it can set a target to reduce field service costs to £300,000. Whilst also reducing the average service time to 60 minutes.
Example of Field Service Management Goals
| Field Service Parameters | Targets With Manual System | Targets With Field Service Management Software |
|---|
| Number of Service Requests Per Month | 300 | 300 |
| Service Cost Per Equipment | 5.5% of the total equipment cost per annum | 4 to 4.5% per annum |
| Equipment Life | 6 Years | 7.5 Years |
| Total Service Costs | £400,000 | £300,000 to £320,000 |
Focus on the Field Service Features that work for you.
Most Field Service Management tools have comprehensive features. The best field service teams focus on features that are important for them. Below are some of the questions that may help you to focus on the key features that your back-office and field service team will use.
- What value does this feature add to a service team?
- Can this feature be used by all stakeholders?
- Will this feature help meet KPIs?
- Is training required to use this feature?
- Are their legal requirements needed to use this feature? (compliance, GDPR laws, privacy policies, etc.)
Shortlist & Compare Field Service Management Software
Whilst most field service management products look similar, there are key differences. Each variation makes a big impact on a business’s ROI. For instance, some systems will prioritise ease of logging service information. While others may focus more on mobile planning.
When finding a solution, a company should have a list of products to compare. Ideally, this list should consist of five different solutions. Once listed, an evaluation team can begin to compare each field service tool:
- Does it match core requirements?
- Is it easy to use?
- Would it be a good industry fit?
- Is it easy to deploy?
- Do teams and employees need to be trained?
- What type of solution is it? (web-based, cloud-based, on-premise, or open-source)
Use the ROI of Field Service Management Software to get Buy-In from your decision makers.
Clear and fact-based ROI will get you the speed of decision making. Taking a numbers based approach to get the Buy-In is the easiest way to get the tool you want.
The challenges they face within their current setup.
How the right solution can improve the delivery of service to customers.
- A product’s projected ROI.
- For example, a business has budgeted £23,000 per year on Field Service Management Software. They know that this tool will save them £38,000 per year. Meaning they’ll recover their investment in nine months.
Access a Free Trial or Field Service Management Software Demo
An effective way to understand a product is to use it before purchasing it.
Key Considerations When Purchasing FSM Software
Get First Hand Product Testimonials
Most buyers don’t speak with a vendor’s existing customers. But, by doing so, it can give validation about the product. As well as how well the implementation was and how good the support is.
Your Contract with your Field Service Management Software.
Licensing conditions need to be clearly understood. When buying cloud-based software, businesses are only renting the software. As well as the storage space needed to hold their customer and job data. A business should be aware of what happens to their data after payments have stopped.
If purchasing an open-source field service management product, there are other considerations. A business will need to have a clear understanding of how to install the product. As well as how they’re going to configure it and get support.
Fully Understand Your Vendor’s Support and Training
Although the chosen product may seem easy to use, field and office staff will require basic training. This can be in the form of reading or attending webinars and classes. Most UK-based products come with support included in the pricing. Yet it’s worth cross-checking support terms with the vendor. Understanding a vendor’s training processes also indicates their quality of support. As well as how quickly they’ll be able to resolve problems in the future.
Best Field Service Management Software Products
Clockwork IT Service Management Software
Clockwork IT offers a service management solution with powerful tools. Helping businesses to take control of their service quotes, stock, and billing processes. Clockwork provides strong mobile capabilities. Designed for field-based operatives to complete all ‘paperwork’ and compliance processes whilst on the job.
FaultFixers
FaultFixers is designed for field service teams who want to move away from spreadsheets and paper. It is a simple mobile-app based product designed for simple field jobs. Simplicity, Ease of Use and SMB focussed pricing are the key reasons it is one of the best products for the SMB Market.
pro-Forms
pro-Forms combines field assets tracking along with personalised forms so that SMB field service teams get a system which works for them. pro-Forms has a very experienced team who are adept at providing SMB field management systems hence are one of the best options for SMB teams
INFRASPEAK
INFRASPEAK uses field service asset data and your field service goals to deliver an intelligent field maintenance product that is light on data input. It takes a platform oriented approach which means it can address complex field service requirements and is yet fully scalable.
IFS Field Service Management Software
IFS Field Service Software offers a best-in-class service management system. Capabilities include spare parts management and service contract management. IFS is a true end-to-end solution that improves business efficiency. Ensuring fast response times and real-time reactivity.
Totalmobile
Totalmobile’s service management solution aims to drive improvement. As well as increase control across all aspects related to the delivery of field-based services. It enables companies to manage upcoming tasks, schedule work, and collect data. Totalmobile aims to deliver a tool that improves cloud-based management.
IFS Field Service Management Software
IFS Field Service Software offers a best-in-class service management system. Capabilities include spare parts management and service contract management. IFS is a true end-to-end solution that improves business efficiency. Ensuring fast response times and real-time reactivity.
SERVICEMAX.
ServiceMax is for asset-centric service providers. It can automate complete service supply chain. It comes with pre-built service workflows and a 'No-Code' service workflow designer. ServiceMax is built by field service engineers so from the ground up is designed to deliver on field service goals.
Hitachi's Lumada
Lumada from Hitachi is an enterprise field service management product for servicing critical field assets. It is hardware agnostic and built to manage high value critical field assets and service processes. It integrates with legacy systems and is implemented by Industry experts.
What Are the Benefits of Field Service Management Software?
The use of Field Service Management Software is on the rise. Most notably due to the increase of SaaS packages and affordable pricing models. Although 52% of companies still use spreadsheets and whiteboards.
Field Service Management Software provides service companies with efficient automation. This helps to improve how a business and its engineers deliver services to customers. There are several benefits of using digital service management tools to automate tasks.
Dynamic Job Scheduling
Field Service Management Software allows managers to be more dynamic and flexible with job scheduling. Managers can load data into a system and automate the tasks of dispatching engineers. Looking at skills, location, and workload to assign the right worker to the right job. Tools include:
- Real-time calendar view to know which technicians are available and when
- GPS tracking and route planning to calculate a worker’s proximity to a job
- Access to a worker’s labour rate and job knowledge
Real-Time Workforce Tracking
Real-time tracking is a key feature of any service management tool. It allows companies to track workers and vehicles with the use of GPS. This helps managers to assign workers who’re located near to the next job. It can also be used with a fleet monitoring tool to give updates on driver behaviour. As well as optimise routes to help save on fuel costs.
Work Order Alerts
Managers can track jobs from planning to completion with the right service management tools. They can gain visibility of each job and work order from a centralised dashboard. This lets them know when a job is complete or if a job will be delayed. Work can be updated by an engineer at the job on a mobile app. Resulting in a live job status update for managers.
Greater Collaboration Between Office Staff & Field Workers
With Field Service Management Software, all employees have access to a shared dashboard, which includes information that both on-site and off-site workers need such as job requirements and customer information. Without a single point of access, workers rely on job details being sent via email or over the phone, which means information can be delayed or even false.
Mobile Field Service Management Software
Using mobile apps allows office-based staff to easily connect with workers in the field. Mobile access allows workers to have access to data anywhere at any time. Meaning they don’t have to travel back to the on-site office. Engineers can remotely access calendars, inventory, and resources. All of which can assist them in completing a job without delays. Effectively improving first-time fix rates and delivering good service to customers.
Digitised Invoicing and Payments
Mobile devices allow a field worker to receive payments as soon as a job is complete. This helps reduce the time-consuming process of chasing customer payments. A team of mobile workers can also create professional digital invoices on-demand. Either printing or emailing them to customers. As well as having the capability to collect a customer’s digital signature.
Real-Time Inventory Management
Real-time inventory management lets field workers know what spare parts are available. Making sure they have the equipment required to complete a job. If a part is not available, workers can place an order and track its delivery.
Digital Job Sheets
FSM tools allow managers to store all job information on digital job sheets. Enabling workers to have all of the information they need on their mobile. As opposed to using whiteboards and spreadsheets, which are time-consuming and error-prone.
What Are the Common Features of Field Service Management Software?
Field Service Management Software ensures the delivery of services by field workers to customers. It refers to managing and tracking the jobs performed off-site by engineers. Including installations, repairs, and routine maintenance across sectors like utilities and construction.
Field service management provides a platform for businesses to effectively manage their field staff. Whilst seamlessly connected them with on-site staff in offices. Service management tools consist of several components that help maximise the delivery of services, including:
Job Management
Job management provides visibility for everyone involved in the job cycle. From worker dispatch to job planning to achieving KPIs. This workflow not only streamlines service operations but also improves job efficiency and enables managers to make informed decisions based on data.
Job Planning & Scheduling
Job planning is the initial process of assigning an engineer to a job. The planning process consists of setting service appointments and arranging employee schedules. As well as generating job completion times. Planning and scheduling jobs consist of multiple factors, including:
- Planning by availability, expertise, and service type
- Using shared calendars to book technicians
- Incorporating the availability of external technicians
- Planning jobs based on spare parts availability
- Route planning
Assigning and Dispatching Engineers
The next step in the job planning process is assigning and dispatching workers. To achieve customer satisfaction targets, managers need to dispatch the right engineer to the right job. This means taking into account the worker’s skill level and travel time. Getting this right reduces operating costs and increases the likelihood of a first-time fix.
Contract Management
Office-based staff have an overview of each contract a business has with its customers. This ensures service level agreements (SLAs) are being met.
Mobile Access for Technicians
Technicians and field staff can access job information via a mobile device when off-site. This is possible with the use of cloud-based software. As well as using devices such as mobiles and tablets with a dedicated app. Allowing workers to edit, upload, and add data at any time from anywhere. Having mobile access enables a field employee to:
- See job information on tablets, mobiles, and laptops
- Access job checklists
- Update job progress and status
- Track spare parts and inventory
- Take customer payment and send digital invoices
Reporting and Analytics
Service teams use Field Service Management Software as a central place for information. They set it up to capture and relay data effectively. Using that data to draw insights and identify trends. Ultimately making transformational service level decisions based on data. Reports can be generated for serval tasks, including:
- Service incidents and status by customers
- Job completion metrics by technicians
- Profitable service jobs
- Loss-making service calls
- Adherence to SLAs
- Threshold ordering for parts
- Spare parts management
- Vehicle servicing management
What Are the Different Types of FSM Software Delivery?
Field Service Management Software can be delivered and deployed through various methods. Choosing which method is best depends on several factors. Including the size of a business and its operations. As well as a business’s software budget and the field service capabilities that are required.
Cloud Field Service Management Software
Cloud computing is a cost-effective method offering a fast-paced delivery of software. A vendor hosts their application in-house and on their own servers. Companies wanting to use that product then rent access via the internet.
To access cloud FSM software, service providers typically pay a monthly subscription. In the form of a pay-as-you-go payment. Cloud-based Field Service Management Software offers multiple benefits, including:
- No hardware, up-front, or set-up costs
- Fast deployment
- Support from IT professionals
- The flexibility of using it anywhere at any time
- Receiving automated security updates
The delivery of cloud Field Service Management Software can be broken down into three categories. These include Infrastructure as a service (IaaS) and platform as a service (PaaS). As well as software as a service (SaaS).
- IaaS: The most basic category of cloud computing where companies rent IT infrastructure.
- PaaS: Levelling up from IaaS, PaaS provides tools to build applications. As well as renting IT infrastructure.
- SaaS: This is the most popular cloud computing service among field service companies. SaaS vendors host an application, provide the infrastructure, and handle maintenance. Including security patches and updates. Providing access over the internet on a mobile app.
Three Cloud FSM Software Services
There are three types of cloud-based Field Service Management Software. Each one provides users with different capabilities.
- Public Cloud: Public cloud is the most common type of cloud computing. It refers to accessing a service, typically SaaS, over the internet from a third-party vendor.
- Private Cloud: Private cloud services refer to an application used by a single service provider. It can be located on-site, similar to an on-premise solution.
- Hybrid: A hybrid cloud service combines the qualities of both public and private. In some cases offering greater flexibility and security.
Cloud vs. On-Premise
Cost
Cloud: Costs are kept low, with no up-front or start-up fees. Maintenance and security costs are typically included with the rental fees.
On-Premise: Costs can be ongoing, including maintenance to servers and infrastructure. As well as paying for power consumption and rental space for hardware.
Security
Cloud: Data is stored safely in an off-site location and is usually encrypted. If data is comprised, it can be recovered when stored in the cloud.
On-Premise: Data is secured locally, but needs to be kept safe to avoid hacks or corruption.
Control
Cloud: Data is stored and encrypted by a third-party, meaning ownership of data can be a grey area.
On-Premise: Field service providers are in control of their data regarding operations and clients.
Open Source Field Service Management Software
Open-source Field Service Management Software is a free and popular choice for businesses. It is an application whose source code is openly available and operating with an open licence. Allowing programmers and developers to edit a software’s foundations. Helping to build unique features that a business requires. Such as appointment scheduling, job management, and contract management.
The benefits of choosing an open-source FSM software product include:
- No licence fees
- Unlimited modifications
- No restrictions
However, there are risks when it comes to deploying open-source software, including:
- Lack of security
- No warranty
- Quality of software
An opposite approach to open-source FSM software is proprietary software. This refers to a product that can only be modified by its creator. Be that an individual developer or an organisation.
Open Source vs. Proprietary Field Service Management Software
Cost
Open-Source: Open-source software is available to users free of charge without licence fees.
Proprietary: Users will have to pay to use a vendor’s proprietary software.
Security
Open-Source: Patches and security fixes are performed quickly with help from a community of users.
Proprietary: Businesses will have to wait for software owners to fix bugs and deploy security patches.
Control
Open-Source: Flexibility allows for open collaboration between developers and programmers.
Proprietary: Control is restricted to the owner of the software licence.
Who Benefits From Using Field Service Management Software?
Field Service Management Software is used to connect, assign, and dispatch workers in the most efficient way possible. The features found in an FSM solution allows it to be used by anyone working in the field service sector. Particularly those businesses that find themselves regularly moving from on-site to off-site locations. including:
- Electricians
- Plumbers
- Energy providers
- Landscaping
- Pest control
Field Service Software can also be utilised by numerous personnel within a business. It is used by managers, engineers, office staff, customers, and fleet managers.
Managers use it to assign workers to job sites. Office staff use it to provide customers with real-time location updates. Accounting teams use it for invoicing and payments. Field workers use it to access information such as resources and inventory updates.
Managers and Supervisors
Real-time tracking and speedy communication have propelled the efficiency of assigning jobs. Managers can assign workers in the proximity of a job request and schedule jobs with advanced warning. As well as dispatch their more qualified workers to a particular job. This helps to increase the chances of a first-time fix as well as improve customer service levels.
Office-Based Staff
With the right FSM tools, on-site staff are easily able to connect with workers in the field. This helps to improve the collaboration between both teams and increase the speed of data input. Including hours logged, job status, job completions, and payments processed.
Field Workers
Workers have access to a shared dashboard that provides them with real-time updates on things like job locations and inventory levels. This helps to accelerate job completions and ensures that each worker is prepared when going to a job. Without service management tools, workers are more reliant on manual approaches and office staff relaying job information, which results in delays and unsatisfied customers.
Just a decade ago, working off pen and paper, where there would be 4 copies (one for the customer, one for the service technician, one for the back office, and one for finance) of a job card, was a normal practice. Whilst job sheets still exist, they are somewhat less visible.
Service technicians now fully understand the importance of good service data. Easily accessing the information on Open Jobs, Job Types, First-Time Fix Rates, Quotes, and many other aspects of the jobs, helps technicians to be more productive.
Most technicians also fully appreciate that tech, not pen and paper, is the way forward. Hence there is increasing adoption of the use of field service mobile apps by service technicians.
Customers
Businesses have the option to share certain details regarding a job and their workers with their customers. This provides customers with real-time location updates to know exactly when a technician will be arriving.
