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Field Service Management Software is designed to help optimise the management of your field workers and improve your overall field service operations. It is used by office-based teams, supervisors, managers, and mobile workers to improve the delivery of services to clients.
Field service management tools enable you to improve contact between office-based staff and field staff. As well as automating tasks such as job planning, work order management, invoicing, and inventory management. With the right tools, you can maximise your job management efforts and help improve the output of your engineers and technicians as they carry out repairs, installations, and maintenance work for your customers.
Field Service Management Software is a digital tool that enables you to automate your otherwise manual field service processes and improve your overall field service operations. Using a field service management system allows you to speed up and improve your tasks, as well as increase the level of service that your engineers and technicians provide to customers.
The use of Field Service Management Software has many benefits, including:
Office teams, field service managers, and mobile workers can also benefit from the use of mobile field service apps, which allow them to perform tasks from anywhere at any time. This includes assigning the best engineers for the job, optimising vehicle routes, and tracking work orders. After all, it seems only fitting that an industry synonymous with mobile working should require mobile field service tools to enhance its operations.
Field Service Management (FSM) Software is commonly known to be adopted by large mobile operations such as waste management, healthcare, and telecommunications. But, with affordable subscriptions models and SaaS packages, FSM Software has become attainable for smaller operations such as plumbing, landscaping, pest control, and window cleaning.
Field Service Management Software allows you to be more dynamic and flexible when it comes to scheduling workers and jobs. Users can load data into a system and automate the dispatching of engineers by looking at skills, location, and workload to assign the right worker to the right job. Tools include:
You can track jobs from planning to completion with the right service management tools and gain visibility of each job and work order from a centralised dashboard. This lets you know when a job is complete or if a job will be delayed. Work orders can also be updated by an engineer at the job on a mobile app, giving a live job status update for their managers.
Real-time tracking is a key feature of any service management tool as it allows you to track workers and vehicles with the use of GPS devices. 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 and optimise job routes to help save on fuel costs.
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 to help them complete a job without delays. Effectively improving first-time fix rates and delivering good service to customers.
Mobile devices allow field workers to receive payments as soon as a job is complete, which helps to 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 lets field staff know what spare parts are available and where they're located to make 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.
FSM Software allows field managers to store all job information on digital job sheets. This allows mobile workers to have all the information they need on their mobile devices. As opposed to using whiteboards and spreadsheets, which are time-consuming and error-prone.
Field service management provides a platform for you to effectively manage your mobile worker, whilst seamlessly connecting them with office staff. FSM Software consists of several features that help you to maximise the delivery of services, including:
Job management provides visibility for everyone involved in the job cycle. From worker dispatch to job planning to achieving your field service KPIs. This workflow not only streamlines your operations but also improves job efficiency. Enabling managers to make informed decisions based on data.
Job planning is the initial process of assigning the best-skilled engineer to the right 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:
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.
Office-based staff have an overview of each contract a business has with its customers. This ensures service level agreements (SLAs) are being met.
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:
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:
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 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:
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).
There are three types of cloud-based Field Service Management Software. Each one provides users with different capabilities.
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.
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.
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 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:
However, there are risks when it comes to deploying open-source software, including:
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: 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.
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.
Open-Source: Flexibility allows for open collaboration between developers and programmers.
Proprietary: Control is restricted to the owner of the software licence.
Field service operations can face multiple challenges, particularly when managing large workforces across multiple locations using manual processes. 52% of companies still use spreadsheets and whiteboards. Three common risks include miscommunication, lack of data, and availability issues.
With cloud-based Field Service Management Software, all employees have access to a shared dashboard. This includes information that both on-site and off-site workers need. Such as job requirements and customer information. But, without a single point of access, workers rely on job details being sent via email or over the phone. This means information can be delayed or even false.
With 52% of service companies using manual methods, scheduling and dispatch conflicts are a common occurrence. This can result in multiple workers being sent to the same job location and a drop in productivity. As well as a rise in expenditures such as fuel costs and job expenses.
For field service management tasks to run smoothly, data needs to be correct and regularly updated. This allows field workers to see what spare parts are available for jobs. As well as enabling managers to know the location of all staff when assigning jobs.
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 allow 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:
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.
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.
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.
Workers have access to a shared dashboard that provides them with real-time updates. Including job locations and inventory details. 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 office staff to relay job details. Resulting in a delay in job completion and unsatisfied 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.
Field Service Management Software can be built to match the requirements of any company. For example, one business may want to improve mobile accessibility for field staff. Whereas another may want to improve the customer experience their workers provide. When it comes to finding and comparing software, businesses need to highlight their needs. As well as considering various factors that impact the way they use it.
Typically, there are a few reasons why businesses choose to deploy Field Service Management Software. Either they’ve identified a gap in the way they currently manage their field services. Or they’ve seen an opportunity to improve their current tasks. Often needing to keep up with the competition.
A field service solution aims to improve a business’s current field service tasks. So, the first step for a business when finding a field service solution is to map out its existing tasks. This can be done by managers and supervisors questioning their operations and responsibilities. Such as:
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:
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:
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:
How a business delivers its service to customers is critical for improving efficiency. Without Field Service Management Software, all communication is manual. This can lead to various lapses in the way job information is shared. Resulting in poor delivery of service and a bad experience for the customer.
When seeking a field service management solution, businesses need to identify their requirements. This includes the features and capabilities a field team needs. As well as understanding their desired return on investment (ROI).
Leading field service businesses will 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.
| 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 |
All varieties of Field Service Management Software are packed with features and capabilities. Each to automate field operations and improve efficiency. But, each product is different in terms of what it offers and how it works. Because of this, businesses need to have clarity on what they need from a field service solution. Especially when it comes to having the right features in place.
When comparing field service solutions, businesses should be aware of the advantages and disadvantages of each feature. For instance:
To understand their requirements, companies need to know their current tasks and challenges. Only then can they identify the tools needed to improve. Essentially helping to create a list of core requirements. Having a clear understanding of core requirements allows for a more focused approach. Especially when it comes to choosing the best 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:
When comparing and evaluating solutions, it’s important to understand the ROI of each tool. This is worked out by calculating a tool’s projected deliverables against the actual price of the tool. Ideally, this will help to reach clear value statements.
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.
This type of clarified thinking helps to drive confidence and speed of decision making. Especially when it comes to purchasing and deployment.
An effective way to understand a product is to use it before purchasing it. During this free trial or live demonstration, businesses can see if the product is the right choice. A demo can be accessed by all stakeholders including office workers, field staff, and supervisors.
Getting approval from decision-makers for FSM Software is critical. All stakeholders will want to know the reasoning and need for implementing a tool. When pitching to stakeholders, field service managers should focus on:
With stakeholder buy-in and the desired product in mind, businesses can start implementing a new system. But, before doing so, there are still a few factors to consider. Especially when it comes to comparing both the product and the vendor.
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.
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.
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.
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.
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.
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.
Infor provides solutions for the public, hospitality, energy and gas, and consumer sectors. It empowers field technicians with a data-driven approach. Infor Field Service Management Software delivers service-focused functionality. As well as company-wide access to data with effective dispatch tools.
SimPRO delivers an all-in-one FSM Software that provides next-level solutions. Especially for service jobs, project work, and maintenance management. SimPRO service includes job planning and equipment management. Each aimed at field service teams in the electrical, plumbing, HVAC, and security industries.
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