What is Field Service Management software?

 

Field Service Management (FSM) involves getting someone, somewhere to fix something. Field Service Management software helps organisations make this process as efficient and effective as possible. When an asset has failed or is not functioning properly, a service technician within the mobile workforce makes a field visit to solve the issue.

In reality, field service management is far more complex than this. For starters, rather than just repairing assets, such as a boiler, network switch or a mains water pipe, service organisations also have other commitments that FSM software must accommodate, such as servicing and installations.

Then when you consider the resources required to complete these field services, the scale of the operation becomes apparent; from the mobile workforce, to contractors who support your frontline team, to schedulers, administrators and managers based in the office. Each person is a vital cog in the machine of field service and each team has a different set of requirements if they are to deliver service and operational excellence. If any of the steps are hampered, it will have a knock on effect to the rest of the process, whether that is a return visit that could be avoided, a delay in invoicing a customer, or unnecessary frustration amongst your workforce. Each ‘blip’ brings delay, inconvenience, cost and customer dissatisfaction.  

For these reasons, many service organisations are turning to service management software to manage and simplify these processes. FSM solutions provide each team with the tools and information they need to ensure each process runs smoothly. From optimised scheduling, to delivering all information on your operatives mobile devices, to providing customisable reports to monitor and improve service delivery. The entire process, from booking a job in, to recording the parts used on site, to invoicing and analysing performance – it is all completed in one single field service management system.

By simplifying the often complex process of delivering a service, organisations can take back control. This control can be further increased by adopting a FSM solution that provides self-managed functionality. With an intuitive interface and software developed with the user in mind, organisations can monitor performance, examine reports, identify efficiency gains and then make amendments to their processes themselves. All without delay or additional cost.

 

To further understand the difference field service management software can make, below are some examples of organisations that have transformed their service delivery through FSM software.  

 

KCOM –  KCOM wanted to streamline their processes and gain better visibility between their teams so that they could continually deliver service excellence. As well as achieving this, KCOM have saved an average of 6 hours per day by optimising their schedules through service management software.

Gravesham Borough Council – Gravesham BC wanted to increase efficiencies and reduce costs. Within a year, they had saved in the region of £1 million, which equates to a fifth of their budget.

One Housing Group – One Housing Group needed a system to support them as their transformed their service by bringing works in-house. Control and visibility were top priorities for them and with their entire process managed in one system, they now have access to all the data they need. This provides valuable insight that helps them continually improve.  

If you would like to learn more about how you can implement similar changes within your organisation, get in touch with us today.

Alternatively, to further help you get to grips with the field service management software offering while you continue to research if FSM software would be a good fit for your organisation, below is a list of some of the most common terms and acronyms you are likely to come across.

 

Field Service Management terms explained:

The Cloud – software and services that run on the internet, as opposed to running somewhere locally, such as on your computer. The benefits are no hardware costs, automatic updates and access from anywhere.

SaaS – Software as a Service, a method of software delivery and licensing which is accessed via the cloud.

End-to-end service – a process that takes a method or service from beginning to end and delivers a complete system.

CRM – Customer Relationship Management, allowing organisations to manage relationships, data and information associated with the customer on a single system.

First time fix rate – when the field technician completes the job during the first appointment and doesn’t require a follow up visit. A poor first time fix rate often affects costs and quite often customer service.

GPS – Global Positioning System, a system to pinpoint a persons, or items location with accuracy.

IoT – the Internet of Things, connecting physical assets with the digital sphere using sensors and actuators to electronically monitor and manage our ‘things’.

Predictive maintenance – Rather than taking action to prevent a possible breakdown, predictive maintenance will identify when a failure is likely to occur so the necessary repairs can be carried out before the breakdown actually happens.

Dynamic scheduling – a scheduling tool that reacts to changes, such as sickness, travel delays or appointments that have over run and schedules the days events to achieve efficiency.

Optimised scheduling – a scheduling tool that works each evening, or when set by the user, and works out the most efficient schedule of the day, allowing organisations to provide customers with accurate appointment times.

 

If you have any questions about field service management software, feel free to get in touch and our team would be happy to help.