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Tag: FSM business

Future trends of field service management

Posted on by Priya

Priya

Field service management has transformed more in the last year than in any previous year. Due to the maturity of FSM software, many businesses have begun adopting its advancements and the technology it’s built on. Perhaps what we are seeing now is how field service management is being revolutionized by various needs of FSM businesses and how vendors are providing solutions for each.

Field service professionals are always on the lookout for what’s new in the space and often wonder what the future of the industry looks like. When it’s about modern technology, one should always be searching for new advancements/developments and adopt those that will give them an edge over their competitors. Currently, many new themes are emerging in the field service arena that will revolutionize the foundation of the industry. Several businesses will be pushed to test out their existing strategies and transform them all for better business outcomes.

In this blog, we’ll take you through some of the advancements that you can look forward to in the space of field service management.

Automated Field Service Management

Predictive maintenance is all about utilizing IoT and/or sensors linked with analytics and machine learning to forecast the tasks that will need maintenance in the future. It can also identify the right time for equipment to be serviced, aiming for all the maintenance to be finished just in time.

Some of the advantages of utilizing a predictive maintenance solution are:

  • Increased availability of the system
  • Reduced operational and repair cost
  • No unexpected breakdowns

While preventative maintenance helps us bring down the chances of a machine failing, predictive maintenance relies on data to suspect a machine’s likelihood of failure before it happens.

Automation in FSM

By deploying a field service automation solution companies can gain several advantages, including (but not limited to):

  • Field service automation software stores all data in an easy-to-access format, and provides an indexable archive within the solution, resulting in less or no paperwork to execute processes.
  • With mobile apps and access to smart devices that are linked to automated FSM software, technicians can instantly check their work orders, inventory allocation, service-level agreements (SLAs), and more, while out in the field.
  • For quick invoicing, technicians while still on-site can send all necessary details regarding their jobs to headquarters, including information such as time spent, components and supplies utilized, and even the client’s electronic signature.
  • Field service automation software provides dispatchers complete insight and access to technicians’ work schedules, allowing them to make modifications and updates to jobs on the fly if necessary.

Artificial Intelligence to Improve Field Service Excellence

AI, like IoT, is one of the most talked-about subjects in today’s business world. Field service managers may now take advantage of large volumes of data thanks to recent AI developments. FSM organizations may now swiftly assign tasks to the best-performing service technicians by integrating AI scheduling into certain business processes. Managers can use intelligent planning to look at the technician’s availability, skill set, and location to ensure the best and most appropriate technician for the job. AI can help improve first-time fixes, and drive customer happiness and income by reducing time spent scouting the same site multiple times.

Well-informed Dispatching

The dispatcher’s duty is considering becoming more informed, focused, and productive as AI is becoming good at finding the best technician and enhancing the recommended dispatch process. The dispatcher will be far more confident in their decisions as a result of the system’s increased accuracy, and the amount of time and effort committed to the dispatching function will be significantly reduced.

Conclusion

Field service is now proactive rather than reactive. These expanding field service trends can help you pivot if your goal is to empower technicians, boost customer interaction, and transform field service into a profit-generating arm of your business. The next step is to look at a comprehensive solution that will offer you with the tools you need to implement these trends.

Fieldy is a comprehensive field service management solution with robust features designed to improve every element of your field service operations, including customer asset management, work order management, and more.

Don’t hesitate to contact us if you have any questions about the product, or other field service trends, or just to know how Fieldy can benefit your company.

What are the top 6 characteristics to see in a field service management software?

Posted on by Rose

Rose

It’s critical to understand what features are available and what they can accomplish for your company before selecting the finest field service management software.

The world may be at a standstill, but your stack of documents on your desk isn’t. This is the primary reason for the existence of Field Service Management. By opting for Field Service Management software, we can put an end to endless papers loaded with repair orders and customer evaluations, nonstop phone calls to instruct your technician, and the inconvenience of printing, filing, and walking from office to office.

The characteristics of most field service management software systems are similar. The characteristics listed below are common in most systems. We categorised common features by overall business function to make navigating easier

1. Dispatching and scheduling in field service management software

This feature is at the top of the list and is a necessity when it comes to defining Field Service Management Software. Companies need a smart scheduling and dispatching solution to allocate personnel to work orders based on their availability, capabilities, geographic location, and severity codes. It eliminates the stress associated with drawing columns and printing schedules. It speeds up dispatching and gets the work done more quickly.

2. Field service management software with integrations

It is a necessary feature for Field Service Management Software to give consumers smooth service. GPS, QuickBooks, IoT, API, and many more connections that are common in most FSM software that aids businesses in data analysis and sorting. Finance, inventories, customer relationships, and time tracking may all benefit from integrations.

3. Work order management in field service management software

The appropriate and timely processing of work orders is known as work order management.
FSM tool with work order management capability will allow facility managers to keep track of and manage all work orders from a single dashboard.

The programme provides a single location for creating service requests, tracking job completion, and receiving real-time progress updates. It provides location managers with an advantage by allowing them to handle orders across many locations.

4. Field service management software with mobile app

When it comes to measuring the reality on the ground, the state of customer experience with field services (plumbers, electricians, drivers, HVAC, engineers, physicians, and so on) is still generally poor, and management is powerless to intervene since they cannot observe what is going on in the “field.” But does that imply that things will remain the same in the future?

What if FSM organisations could be empowered in a very easy way to operate in real-time and take a proactive approach to field management? What technologies are available to make Field Service Management more visible for both management and customers?

A suitably tailored Field Service Management mobile app is the answer. It also provides for the resolution of three major issues:

  • Improves productivity
  • Saves expenses
  • Boosts customer happiness
5. Inventory management in field service management software

Having an inventory management system comes with a slew of advantages. Inventory management saves time and money while helping you to quickly and efficiently meet your customers’ demands. Not only that, but when employed technicians have access to inventory components management, they are more productive and effective. Investing in inventory management improves communication across departments and simplifies communication from the field to the warehouse.

6. Data management in field service management software

Data is critical for enhancing visibility of your business operations, and being able to collect data from remote locations is especially crucial for field service companies.

Here are some aspects that are prevalent in data collecting and processing:

  • Time and expenditure tracking: Technicians may clock in and out of jobs to keep track of how much time they spend on each one.
  • Customize your contracts and forms to improve consumer knowledge and familiarity with your brand.
  • Electronic signature capture: Complete a contract in one email and allow field staff to capture digital signatures.
  • Reporting: Make use of the information obtained to develop business insights.

In the closing…

Every company needs a pillar to help it grow and chart its course to success. Field Service Management Software lives by this credo. Many are summoned, but only a handful have a chance due to their unrivalled characteristics.

Check out how FSM software can help you out in the journey of building a successful FSM business.

Key performance indicators for field services

Posted on by admin@fieldy

admin@fieldy

Identifying the right metrics to gauge the outcome and success of your field service operations can certainly help you understand how well your company is performing and help determine areas that need to be improved for you to accomplish all your business goals. But the question is, what are some field service metrics or field service management software KPIs that you need to track?

In case you identify the wrong ones, there is a higher chance that you will be overlooking some of the main issues that are impacting your organizational performance. And also if you focus on too few or too many metrics it will get difficult for you to make informed decisions in your daily business operations.

Here are the top 6 field service management metrics/KPIs you should be tracking to accomplish all the set goals of your company:

The Efficiency of Field Service Management

When analyzing field service operations, people always consider and prioritize the quality of the service that is being offered in the field.

The effectiveness of field service management is measured based on how sooner the jobs are responded to by the company and the technicians, faster resolution time, FTFR, and more.

These are some of the important data that can help us gauge the quality and performance of your field services and offer the best service to your customers.

Customer Retention in Field Service

To know if the customer base of your company is regularly growing and if the repeat customer count is increasing too, continually examine your overall customer retention rate.

Analyze the profiles of long-term and repeat customers to understand the most effective ways that keep consumers satisfied and encourage them to continue servicing with you. Always ensure that customer service representatives follow up with customers after finishing every job, and address any issues that might have come up post the repair and focus on improving the entire customer experience.

In order to be on top of the quality of the service provided, CSRs and technicians should be well-groomed to ask for service ratings from clients and ask the customers to fill out survey forms as soon as the work is done. Continually aim to improve the quality of your customer service to reduce the churn rate and work on improving the chances of customers referring your business to others.

Average time to finish the job

This metric offers a critical insight into the amount of time each of your technicians takes to execute a specific task/resolve the issue. This metric is primarily utilized to plan the capacity of your field service team and also help modulate the scheduling and dispatching steps of your operations.

By using the advanced FSM tool, you can effortlessly monitor the performance of your entire time and the amount of time consumed to finish the task by letting your field service professionals/technicians update their check-in time when they reach the client’s location and the time they check out post task completion.

FTFR

Your technicians need to be equipped to be able to finish the job/resolve the issue in a single visit and need not have to revisit the customer’s place to deal with the same issue many times. This metric is important for a company to run in the most productive way possible. To monitor this metric, calculate your first-time repair rate and get to know if there are too many follow-ups from your staff side which might lead to several missed opportunities and profits from new jobs. Make sure that correct technicians are dispatched to perform relevant jobs based on each of their experience and expertise which will eventually garner the best score of the service. Additionally, it is also important for the technicians to get to the job site with all the needed gear and equipment they’ll need to accomplish the job.

Per lead, revenue rate

To determine your bottom line look no further than revenue per lead rate. The total volume of sales divided by the total number of leads (including canceled leads) amounts to revenue per lead.

When looking at field service performance indicators it’s critical to look at the % of closed leads. It’s also necessary to revisit the primary business processes if your company has been closing only a small % of all the generated leads.

LTV (Life Time Value)

The total revenue you aim to receive from a single customer over the course of their relationship with your organization is termed LTV. To calculate this number you need to know how long customers stay with you on average. Multiply that number by the anticipated monthly revenue to find their LTV. The LTV will help you discover what constitutes a good service operation, different methods to implement while prioritizing tasks/jobs, whether or not the job is worth the time of your technician, and more.

Metrics like these eventually lead to one thing: it is immensely important for you to know what needs to be measured in field service projects/processes if you want your business to flourish. And in order to do so, you’ll require a heightened understanding of FSM software’s analytics capabilities/features.

The good thing is that Fieldy will allow you to measure all these indicators and much more. It’s built with the purpose to assist all FSM businesses and field service personnel to make timely and accurate decisions and measures. It is an essential tool for all FSM project managers and administrators, as it will provide them with clarity on success, income, and performance.

There is a free demo available for you to check out our services. You can register for the free demo here.