In its simplest form, field service is the part of an organization that deploys a worker to perform in-person service for a customer. Use cases span industries, from performing maintenance on a machine at a hospital to fixing your cable connection at home.
What is Field Service Management?
Field service management is how organizations coordinate resources to deliver in-person service. Field service is often the only direct interaction a customer has with a company. Because of this, interactions are critical to retention and loyalty. That’s why 80% of decision-makers at organizations with field service say that it is a key part of their overall strategy today. Any company running a field service team from a few technicians to several hundred needs to organize the team to serve the customers fast, get customer satisfaction high and keep costs down.
If increasing profits is your priority, a field service management system can help. Managing the daily operations of a field service business can be an arduous and time-consuming task. Trying to complete these processes manually may make it difficult to scale your business. Here are some benefits:
Benefits of Field Service Management
Reduced Overhead Cost:
Scheduling work orders and managing a large workforce can be incredibly complex and time-consuming. Dealing with frequent emergency jobs can cause chaos. An FSM software provides real-time scheduling, allowing you to consider multiple factors such as product information, route logistics, technician scheduling, and contractor qualifications. This software reduces scheduling errors and last-minute schedule changes, making it easier for hiring managers and business owners to keep only the staff they need and find extra contractors when necessary.
Managing a sizeable remote workforce and scheduling jobs can be laborious and complex. If there is an emergency job and a regular hectic schedule, it can be very stressful. The FSM services bridge the gap in communication between the office and the field, which amplifies the business. There is no requirement to re-schedule or call in additional staff, overtime costs are reduced, and efficiency is magnified.
Faster, More Accurate Invoicing:
Field service management software allows workers to take notes in the CRM, generate invoices, and capture signatures on-site. This is possible with the need of the technician to return to the office or submit paperwork when the job is complete. Many companies witnessed their billing cycle reduced by 30 days or more with a field service management solution. This results in better, more consistent cash flow for the company.
Field service companies need efficient inventory management systems. Technicians should review inventory and parts in stock while in the field. If there are any shortages, companies can anticipate these needs and purchase everything in advance at discounted prices. With FSM software, you can attach parts required to work orders, transfer details to customer sites, receive notice when features require maintenance and forecast demand for specific features based on seasonality, usage history, sales, and customer demands.
Increased Employee Satisfaction and Productivity:
Employee satisfaction is when employees are about 13% more productive, which result in company profitability. Additionally, happy employees are more likely to convert customers into satisfied customers. A user-friendly field service management tool gives workers accurate schedules swiftly, even in real-time. It saves time by keeping the customer details and location ready on the screen or phone so that technicians can complete a job and quickly move to a new one. Field service management tools result in streamlined and efficient systems for all.
Improved Customer Experience:
Service disasters and equipment failures can be tedious for customers. When a scheduled worker arrives at the job within the given time and proper tools, the customer experience starts smoothly. A field service management solution makes clients and their job history accessible, thus helping technicians diagnose and fix problems. In succession, the company builds credibility and confidence with the customer. Companies that operate with the FSM tools report have finer customer outcomes with more first-time fix rates. When processes are smooth, and employees are satisfied with their job, the result is a happy customer experience that boosts company recommendations for the future.
A field service management system helps simplify and automate the daily operations of a field service company, providing a positive return on investment.