Field Service Management (FSM)
Handling a field force is often extremely challenging for organizations, purely due to the number of variables involved. From the lack of information to delay in communication to neglect and human error, there are numerous causes for the breakdown of efficiency in field operations. Field Service Management (FSM) systems help in the management of activities and resources that are carried out by its field force.
By improving both connectivity and mobility, FSM systems now provide an easy solution that helps to manage a mobile workforce, streamline field service operations and empower customers.
What is FSM?
Field Service Management systems are new-age technology solutions that help organizations manage their workforce in the field as well as processes related to the field such as scheduling, dispatching, repair and maintenance as well as customer feedback.
New-age FSM systems are integrated with Enterprise resource planning (ERP) systems and Customer Relationship Management (CRM) systems. There is a seamless transfer of data and availability of information across the organization. This empowers field workforce and helps them serve customers better. It also allows managers to make strategic business decisions by providing them improved visibility.
For instance, telecommunication companies can use FSM solutions to intelligently track, maintain and schedule customer service appointments. Logistics companies can use these solutions to intelligently plan delivery routes, driver and manpower availability, thus saving money and improving efficiency.
What does FSM do?
From creating basic work orders to managing and monitoring technicians, to scheduling and managing orders, FSM provides end-to-features for managing a field-based workforce. You can also track the location of vehicles and technicians, get live updates on jobs and orders. Further, the technicians and field force can gain access to knowledge and asset repositories even during their field visits.
- Improved visibility: Addressing the biggest challenge in dealing with field operations, FSM systems provide you with real-time insights into location, productivity and utilization of your field force.
- Improved efficiency: By helping you reduce operational overheads and effective management of workforce along with better access to customers, GSM modules help you build operational efficiency in the system. There is also a quick resolution to customer complaints and issues.
- Improved decision-making: By providing real-time data and analytics to business managers, FSMs also help in strategic and business decision making. Using the correct markers of operational performance and KPIs, managers can easily address customer complaints, provide a timely resolution as well as take preventive steps where necessary.
Functional areas of FSM
- Workforce management: From handling attendance to schedules and task assignment to measuring productivity and utilization, FSM helps the manager handle his workforce better.
- Repair and maintenance: From routinely scheduled maintenance visits to predictive and corrective visits and integration with sensors, FSM systems help in streamlining both repair and maintenance activities.
- Collaboration: There are information and knowledge sharing between field and on-site teams. There is combined access to documentation, invoicing as well as customer feedback and real-time information exchange between on-site and offsite teams, which improves collaboration and output.
Trends and Industry Needs
In a competitive world where the customers want instant service and delivery, FSM is an important tool that can help in both real-time delivery and monitoring of goods and services.
- Artificial Intelligence (AI): It is now possible to evaluate and cater to a number of variables that affect field services using AI. For instance, weather and traffic patterns, workforce skill and availability, as well as location, can help in optimizing workforce use.
- Augmented Reality: By providing virtual images to off-site experts, there is enhanced collaboration between on-site and off-site resources.
Internet of Things (IoT): The use of IoT-powered sensors which can be integrated with FSM systems, help in providing real-time data for monitoring and installation. The use of IoT in field operations is one of the disruptive trends in the industry.
Top FSM software vendors
- Dynamics 365: This is an integrated field service management software by Microsoft that automates customer relationship, field management and financial practices. It also provides integration with ERPs and CRMs and is used by large enterprises.
- Field Force Tracker: One of the most powerful field management software systems, Field Force Tracker packs in a bunch of essential features from vendor and employee management to sales lead handling and accounting.
- Salesforce Field Service Lightning: An agile platform that focuses on mobility and uses AI to automate schedules and intelligently assign jobs, this platform by Salesforce is one of the popular platforms available for field force management.