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Tag: FSM software

Fieldy : How to protect your business data with field service management software

Posted on by Gavaskar Rajagopal

Gavaskar Rajagopal

On a daily basis, field service management software (FSM) can be quite beneficial in eliminating counterproductive losses. An integrated business service management software may save your company money on everything from costly communication gaps to outright thievery.It’s essential to pick the right technology for your industry, both in terms of capability and reliability.

Read on to discover about the most common sources of risk for your business and how Fieldy, a dependable field service management software, can help you prevent them.

Typical sources of risk for field management firms:

1. Broken security measures:

Many organizations aren’t aware of the dangers that come with cybersecurity failures. While the benefits and dangers of cloud computing tend to favor cloud-based services in general, many firms that use cloud-based management software fail to recognise the risks. It’s extremely simple to avoid security issues in cloud computing if you know that low-quality web-based field service management software frequently fails to properly encrypt web-based data. Because your databases aren’t encrypted or secure, they’re vulnerable to attack and theft, resulting in major data loss and leakage.

2. Ineffective data backup plan:

Each year, 6% of all computers experience some type of data loss, which may be disastrous for any business. Nearly 60% of businesses that lose data, shut down within six months, and even minor data losses can cause major financial problems. While most current systems have built-in backup procedures to assist avoid data loss, lower-quality field service management software frequently backs up, meaning that a single power outage at your providers’ location might result in you losing days, if not all, of data.

How Fieldy, a reliable field service management software can minimize risk

Service management software solutions like Fieldy can assist you in minimizing all of the above risks, lowering the likelihood of your company incurring avoidable costs and losses. By improving communication and merging your whole field service company’ processes into one integrated application, you and your employees will be much more informed and interconnected than ever before.

Mobile capability and security:

Most technicians are unable to transport a laptop to each location, which is why a field service management solution for mobile devices is offered. Technicians can keep up to date on their jobs for the day, interact with their home office and other technicians, and record key information about the job, such as inventory utilized, time spent, and client information and approval, using an appropriate tablet or smartphone. This has the potential to greatly boost employee satisfaction. The only thing to keep an eye out for is to ensure that such mobile applications are properly secured and protected from hacking.

Electronic signatures:

Keeping track of paper signatures for each and every service that each of your personnel provides can be a pain, especially when they are managing multiple jobs per day. Your client’s content is preserved digitally for simple access and reference with an electronic signature capture. This guarantees that all confirmations are tracked and stored correctly. This also safeguards you from claims made against your bills.

Customizable online quotes:

These are a huge help to your business in both directions. Your client receives a digital copy of whatever you quoted them for, and your firm receives a digital copy of the request, replete with customer information, request specifics, and any other information contained in the estimate. These aid in the streamlining of your procedures and the improvement of profitability.

Matching technician skills:

One of the most difficult aspects of managing field services is juggling many techs at once. Different specialists specialize in different areas; for example, one electrician may excel at breaker installation while another excels at light fixture installation. Your field service management solution can automatically make suggestions for which technician to use at which job after digitally assigning and ranking your employees with different skills. This greatly streamlines your end of the business. This also means that underqualified technicians aren’t allocated to assignments that are above their capabilities, lowering the risk of workplace injuries.

Electronic inventory orders:

Putting together an inventory order can be time-consuming. You have a full burden on your hands just tracking the amount of product used every purchase, tracking when inventory is stored vs. used, taking inventory, and deciding when to order inventory so it comes before you entirely run out. Electronic inventory tracking and ordering can help alleviate some of the load by automatically tracking product as it is used and ordering fresh stock when the amount held reaches a specified threshold. Inventory shortages are avoided as a result of this.

Fieldy, a reliable service management software solution was created specifically for the field service industry, making it easier than ever to create, schedule, dispatch, and track service calls for your field service company. We make it easier for your team to work together by allowing easier communication between your office staff and field crew, as well as providing your employees with a simple and accessible means to collect and exchange data. Even better, we use advanced security mechanisms and reporting capabilities to keep all of your acquired information safe, secure, and accessible.

Contact us today to learn more about Fieldy and the incredible potential it holds as a field service management software.

Schedule a free demo here.

Field service software – 4 Biggest benefits for your growing business

Posted on by Saranya

Saranya

Building a business is difficult enough, but delivering field services makes it even more difficult.

A field service business owner must manage normal activities, such as efficiently scheduling projects and conducting inventory checks, while his or her employees are dispersed across multiple sites.

It’s why Fieldy was founded in the first place: to give businesses a better method to manage and monitor their field service tasks and personnel.

Field service management software can help your organization develop in addition to providing excellent administration for your field service personnel.

Integration of Management

You eliminate the need for manual field service processes. Make sure that any other management tools your company uses, such as CRM, payroll, industry-specific software, and so on, are integrated with your field service management software.

To obtain streamlined business management, make those software work in tandem with your FSM solution app.

Integration also eliminates the chance of duplication of data entry on both your normal system and your field service management software, allowing you to increase your efficiency and grow your business.

Better Tracking

Using field service management software allows you to keep better track of all aspects of your field service company.

  • Keep track of your inventory statistics in real-time and know how much parts stock you have on hand and when it’s time to order more
  • Keeping Key Performance Indicators (KPIs) updated on a regular basis can ensure that your company is working smoothly.
  • Keep an eye on your technician’s performance. assuring high-quality work and, as a result, profit

Improved tracking of valuable data and analytics generated by your FSM software will help you grow your organization.

Cost Cutting

Cutting costs can help you improve your bottom line, and many companies do so by laying off technicians. There’s no need to opt for lay-offs as an option if you have field service management software in place.

You save money by eliminating the need for manual processes. There’s no need to hire back-office personnel to handle customer support calls or process paperwork requests.

For efficient field task administration, your field service management technology should meet all of your automated needs.

A cost-cutting example employing a field service app:

  • Keep track of how much your techs drive and devise alternate routes for them
  • Reduction of gas costs
  • Reduction of truck’s repair costs
  • Finding superior alternate routes can allow you to travel to more jobs in less time
  • Increase in the field technician’s efficiency

Automated Systems

Without automated functionality, what good is field service management software?

Automation is a critical component of managing and growing a firm in any industry.

Here are some examples of field service automation capabilities and technologies that your software requires:

  • Create quotations and turn them into work orders.
  • Job scheduling and rescheduling
  • Accept jobs on the job Accept jobs in the field Convert jobs into invoices
  • Service of preventative maintenance
  • Updates on customers
  • Job reports that are generated automatically

With our Field Service Software, you may expand your business.

Automation, tracking, and workflow management are all features of field service management software that help firms thrive. Your business can function smarter and more efficiently while giving your field professionals the tools they need to accomplish their jobs well. You’re missing out on opportunities to build your business if you haven’t used field service management software yet.

Check out Fieldy today to see how it may help you expand your field service business

How field service software can help you grow your business?

Posted on by Priya

Priya

In the past 2 decades, field service management (FSM) has been slowly and steadily developing alongside technological advancements and changes in lifestyle. Tools/methods that were developed back in the 1990s, took FSM companies only a few steps ahead of paper-based maintenance management systems.

If you see now, Field service management is an immensely growing sector, and to become a successful FSM company you require heightened expertise in your approach. You’ll have to face lots of obstacles if you don’t opt for appropriate technology, from providing clients with easy-to-use mobile apps to offering your employees with necessary digital tools for heightened field efficiency.

So, why is field service software necessary?

The need for a tool to maintain/manage field operations is still understated, and several field service organizations insist on using spreadsheets to look after processes. Field service maintenance became more complex and time-consuming as businesses began expanding. Because of covid-19 epidemic, commercial firms started realizing the need for proper field service maintenance and are instantly adopting digital approaches for providing exceptional field management services. Top of all, in order to serve all the modern needs of a field services company, a Field Service Management Software must have advanced analytics, data management & protection capabilities, artificial intelligence, and cloud storage.

Let’s look at different benefits a FSM software can offer to you in scaling your business:

Increased FTFR rate

The technician you send must have the appropriate skill(s) and required spare parts and tools in order to successfully fulfill the job and thereby improve your FTFR rate. By adding advanced FSM software to your digital transformation strategy you can own the following:

  • Built-in algorithms in the FSM system can aid you in finding the most appropriate technician for each job.
  • Real-time tool stock information: It lets your service personnel keep track of common spare parts that they might need to accomplish the job, which is handy.
  • Tool booking: This helps technicians make sure that the tools required for a field service job are available, the planner can reserve them.
  • Job forms: Your technicians can handle scheduling, job estimates, checklists, troubleshooting, and work order data on-site with the readily accessible job forms. They can account for their work, follow job instructions, enter work requests while on-site, and respond to client inquiries. As a result, the first time fix rates are improved.

Simpler third-party integrations

It is a must for every field service management company to integrate their operations with multiple assistive tools, for example, CRM and payment gateways. These integrations are a must and are no easy job as they might appear. By offering the capability to work with a variety of software you are giving your customers the best experience possible. And by opting for advanced field service management software, you gain the power to integrate it with a tonne of useful features that can potentially round out your experience. This way, managing a field service business becomes much easier, as you have access to the right payment portal, CRM, and other needed tools. As a result, field executives, administrative staff, and customers have a spectacular experience.

Improved visibility into maintenance

When FSM software/systems are used to their fullest potential they can help businesses reduce repairs, provide management an enhanced view of the ongoing maintenance activities, offer step-by-step checklists with image or video files attached for field experts to approach problems in an informed way, and also gain customers’ trust. FSM software can show if your budgets are acceptable and are on track, as well as identify weaker areas of a technician so that necessary training can be provided. Senior field officers or management can make well-informed judgments with the help of detailed reports. Additionally, a 52-week PPM calendar can offer a quick overview of scheduled work for the day, month, or year all from a single source.

External contractors’ workflow

During the unavailability of in-house technicians or when there is a shortage of a particular expertise, field service businesses may need to procure technicians to fulfill service jobs from an external agency. To look after these components that are part of the holistic field service operations, FSM software can be used to build a dedicated workflow to specifically deal with external service contractors and their teams of technical experts.

Record field service/job evidence

To maintain and scale a field service business, on every job done, task data must be collected. This information can further be used to infer patterns of customer requests, identify peak months, and gain an understanding of how to best serve a customer. Additionally, next-generation FSM tools can help technicians collect field evidence and do much more.

Overall, when you adopt an all-in-one FSM software, managing data becomes extremely easier. And when you are powered with advanced field service management software, you can always stay ahead of the rest in the industry, get rid of paper works and offer the best customer experience.

With Fieldy, you can leverage the best field service automation! Fieldy will provide you with tools that are needed to digitize any kind of field service jobs you may offer, help you scale your processes, and increase your ROI.

Would you like a free demo to know why Fieldy is best for your business? – Hit us up here.

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.

How to choose a best field service management software

Posted on by Rose

Rose

Technology is always changing and expanding, bringing with it new trends and phrases. In comparison to Field Service Management (FSM), business mobile workforce maintenance and management is a newer business category, and its growth will reflect how the way businesses deliver services to consumers and customers has changed as a result of innovations and creations in the latest trends and technology, such as androids and smartphones, as well as changing customer or prospect preferences.

In the process of implementing an FSM system a company might require a significant amount of time and money — at least at first. During this period, it is critical for the firm to remember that comparing different systems and making a selection based on the outcomes of those comparisons is a smart idea. The benefits of a well-chosen FSM system are numerous. There are several factors to consider while selecting the perfect one, all of which might have an impact on the overall product. The organisation should devote time to researching several possibilities so that they may select the best one for their purposes.

1. Recognize your company’s requirements

It’s easy to get caught in field service management software’s grandiose, jargon-filled boasts.

Talking to field service executives, helpdesk personnel, delivery, and supply chain partners is the greatest method to understand your genuine company demands. Because these are teams that will be talking with one another via various platforms that aren’t compatible. Involving people in your decision-making will clear the air on needed features, gaps that must be addressed, and bottlenecks that must be identified.

2. Mobility

If a field service management software doesn’t include a mobile option, it’s useless. Technicians may gain real-time access to work details including service requests, billing information, etc. with smart mobile service. It would be beneficial if you looked into features like in-field triage and scheduling adjustments based on domain expertise, parts availability, and proximity. Allowing professionals this level of openness can help you boost your first-time fix rate and maintain clients. Work orders and fill updates should be able to be completed even if the programme is unavailable due to lack of internet connectivity.

After this, it’s now up to you to utilise the features and functions of an FSM software as benchmarks when choosing the best field service management software.

3. Feature to organize field teams and volunteer groups

If your company provides a variety of services, make sure the field service management software you choose allows you to divide them into service groups based on technicality and technician skill. For example,’replacing machine components’ may have its own group of field technicians, while ‘regular service’ could have its own group. This feature will assist you in creating well-defined roles, allocating the appropriate resources to relevant field activities, and effectively managing your personnel.

4. Omnichannel assistance to get a 360-degree perspective of your customers

Field service management necessitates collaboration between customer service representatives and field service executives. Collaboration is challenging in traditional systems since information is difficult to convey between agents and technicians. A contemporary field service management software, on the other hand, gives the entire context about a customer’s dialogues across several channels in a single view. To cooperate, customer care representatives and field service professionals no longer have to switch between several tools or windows.

5. Scheduling and appointments with a single tap depending on agent availability

A clear field agent calendar would be provided by the ideal field service management software, allowing field agents to allocate assignments conscientiously and without scheduling conflicts. Aside from automatic routing, helpdesk agents should be able to override tasks and allocate them to the most qualified and available agent based on expertise and geography.

It should be as easy as dragging and dropping assignments into the calendars of the agents.

Various types of field trips might have different SLAs.

Along with the benefits listed above, the security of cloud-hosted software, access to consolidated information, smart scheduling capabilities, and extensive reporting and analytics not only make agents’ work simpler, but they also improve customers’ whole digital experience.

The correct field service management software can help you succeed in your organisation.
By choosing the proper solution, you may increase your field service agents’ mobility, streamline operations, and remove the laborious paperwork that comes with large orders.

Well, Fieldy has it all. To know more about its capabilities, feature availability and more, reach out to us right away.

5 Ways field service management software can increase your ROI

Posted on by Priya

Priya

By 2025, the onsite services industry is expected to surpass $5.1 billion in market share. As a result, customers expect to receive enhanced service, at the right time and at the right place.

However, technicians have to combat several obstacles, such as: slow functioning equipment, limited access to data, activities that require manual entry, and so on and so forth.

With all the given obstacles, how can field service providers give their best? The answer is by opting a Field service management software. Field service management software can help organisations address 2 of the main concerns:

  • Ensuring workforce efficiency
  • Customer satisfaction

Field service management software and mobile apps have a variety of advantages, including making field technicians’ duties easier, increasing customer and staff happiness, and streamlining internal operations.

Continue reading to learn more about the advantages of field service management and how they relate to ROI of the business.

Field service management advantages

Tools like augmented reality (AR), cloud-based knowledge sharing, and field service management (FSM) systems are expected to be used in more than half of the field service organisations by 2025. In order to cater to the growing customer expectations, an exceptional FSM tool should reap ROI by not just reducing paperwork but also by speeding up invoicing and doing much more. It should also raise the productivity of the workforce, elevate customer experience, cut costs, and aid in boosting the company’s bottom line.

1. Seamless and streamlined communication

FSM software makes communication seamless and keeps the workforce connected, by helping them share information without having to go through tedious workflow. FSM software can be used to plan service calls by dispatchers. Additionally, field technicians can use the FSM tool’s mobile app to stay informed about their assigned jobs and also keep the customers aware about their arrival.

2. Time efficiency

FSM software helps contractors save time by making the processes efficient, also by making communication easier. With the mobile version of FSM software, technicians can save time by accessing and offering information to customers on the go. Similarly, dispatchers can save time by gaining visibility into customer data through a single platform.

3. Optimized staff management

Managing and scheduling a whole group of deskless workforce demands a lot of time and energy. Additionally, adding a last-minute emergency task can be extremely painful. By implementing a FSM tool, field service offering organisations can certainly benefit by bridging the gap between office, customer and the field.

4. Invoicing accuracy and efficiency

Field workers/technicians can make use of the field service management software to take notes in the CRM, generate invoices, and make sure they record signatures on the spot. With the paperless workflow of managing field jobs, technicians do not have the need to return to the office or produce papers once the job is finished.

5. Boost customer satisfaction

Customers always demand a seamless and more modernised service experience from companies. In order to satisfy their service-facing demands, companies use FSM tool to offer fully customizable portals with real-time notifications, two-way chat with their assigned technician, warranty coverage, and more.

With some of the FSM tools out there, customers can also be provided with technicians or specialists they are already familiar with, they will also have a database where they can view their whole order history.
This type of accessibility to historical information can certainly boost the consumer experience, having a great impact in the ROI.

FSM software solves some of the most prominent and frequent issues that often affect the continuous client experience a field service firm can/should offer a customer. Such as,

  • Inability to move the job to nearby technicians, due to the lack of visibility into technician’s location
  • Inaccessibility to real-time information on client’s requests, availability and more
  • Workflows that demand paperwork

With FSM tool field technicians can gain access to the information they need on their way to their next appointment and can stay aware of the whereabouts of a specific job.

Well,

The ultimate aim of a Field Service Management software is to eventually boost your bottom line. In order to get there, your entire field operation should be more efficient, by lowering operational costs, managing inventory efficiently, streamlining customer communication, etc. By cutting costs and by improving how your field service processes are executed, your ROI for investing in a FSM software can be multiplied many times.

Summary:

A field service management software is one of the critical investments you can make to improve the overall operations and revenue of your company.

Field service management software: 4 top must-haves

Posted on by Kiran Kumar

Kiran Kumar

One of the most difficult operational responsibilities for most field service providers is managing a team of technicians. They may still rely on antiquated manual techniques to assign work and track their mobile workforce, which is a time-consuming and error-prone process.

Furthermore, field technicians respond to emergency calls on a daily basis, which must be prioritized over their usual process and necessitate immediate schedule modifications. Poor customer service, idle technician time, and low efficiency can all be caused by minor misunderstandings, delays, or missing information.

Let’s look at 4 key features of a Field Service Management tool that will help you make the most of the software and deliver desired results for your field service business.

1. Work order management

Work orders, like everything else these days, have gone digital. Who wants to deal with paperwork orders in the first place? Work order management is a typical component of field service software that simplifies and clarifies the process. When a project is received and allocated, the technician who was given it is noted on the work order so that everyone knows who was in charge of doing it.

This function also allows technicians to record their work at a specific task. Techs have the ability to take notes, capture video and audio, and photographs. In this manner, information about the job may be quickly retrieved in the future by office employees or various specialists without worrying about poor handwriting or misplaced notepads.

Then, after work is completed, your experts may label it as such in the system. Nobody will have to wonder if a project was finished since they can simply check the system to view the status of all of the work orders. Work orders are retained even after they’ve been completed so you may review them later if necessary. However, double-check your vendor’s data storage plans to ensure you have access to documents going back as far as you need.

2. Inventory management

By keeping track of the components your technicians utilize on a regular basis, field service management may aid your asset management efforts. Because your field personnel is likely to utilize many of the same parts to accomplish a variety of jobs and repairs, you must ensure that those parts are always in stock. You can keep track of your inventory levels with field service software that includes parts inventory management tools.

The system keeps track of every time a technician takes or uses a tool, allowing you to keep track of your inventory in real-time. Many providers will give you an alert when a part’s inventory reaches a specific level, so you’ll always know when you need to purchase more. Furthermore, several systems combine analytics with inventory software to provide demand projections. This informs office employees about which components are most frequently utilized and when they should anticipate restocking.

3. Scheduling and dispatching

Supervisors have comprehensive insight into the performance of field service executives, which aids in task scheduling. FSM software can automate the whole scheduling process with a centralized hub for day-to-day operations. Executives are automatically alerted of the nature and location of their next task once it has been arranged. This eliminates work duplication and ensures that the proper executive and tools are on hand when and where they are needed.

Smart scheduling: Allows dispatchers to make last-minute changes to schedules while techs are automatically updated. For allocating new work, technicians are also sorted by competence, availability, and other factors.

Text alerts: In this case, text notifications are customer-facing and may be used as a service reminder as well as a message that a technician is on the way or that the appointment has to be rescheduled.

4. Ongoing billing and service-based billing

When you manage a field service firm, you rely on a variety of income sources, the most common of which are fee-for-service and service contracts. Each of these tasks necessitates tracking, administration, and payment processing. Each of these can be difficult to manage—fee-for-service may necessitate invoicing, mobile app payments, and more; service contracts may necessitate functional billing and recurring revenue management. Add in-warranty repairs or maintenance, and the processes for each of them need having the correct information at the right time.

When it comes to choosing a field service management software that works for you or your company, all of the factors stated above are critical. Well, while you are deciding which product to go with you might as well want to check out how efficient field service management software is.

What is field service management software and why it matters?

Posted on by Saranya

Saranya

Adding to what you may already know,

Managing a team of field service professionals is the most operationally daunting duty. The efforts are enormous if one wants to streamline, manage and keep track of all the unexpected changes that could possibly occur at any time in the field servicing job, as there are plentiful variables that need to be logged, monitored and regulated by manual labour.

Oftentimes, firms have to tackle inadequate information, lags, and invalid or missing information in these instances and while some of it is handled by electronic databases, yet human error is non-negligible.

With the advancement in how we can stay connected with each other and the rest of the world via our mobile devices, all-the-time, it was obvious to come up with a technological solution that can help companies manage mobile workforces and field service operations seamlessly and efficiently.

This resulted in the development of advanced field service management (FSM) systems.

What is FSM software?

FSM systems use mobile equipment to automate and regulate field operations of service workers. The FSM market was worth more than $3.5 billion in 2019, and many bigger software firms such as Salesforce have since added FSM to their stack as one of their key offerings.

Due to the rise in consumer demands and the growing complexity of managing logistics, many business owners, as well as employees, stockholders and customers are seeking some sort of automation in their day-to-day jobs, thus seeing value in FSM software.

Industries that can/should leverage FSM

Since its inception, FSM software has entirely changed the way field service management has been done across a varied range of industries. For example:

  • Courier companies are using FSM software to improve their processes by removing
    inefficiencies and thereby save cost and enhance driver efficiency.
  • Telecom companies are using FSM’s intelligent scheduling and vehicle tracking
    capability to reduce missed appointments rate and consumer complaints.
  • Construction companies are using FSM software to make tracking and maintaining pricey
    machinery easier. And with the help of access to real-time data the progress of each job
    can be closely monitored.
  • In the healthcare industry FSM tools are used by doctors, nurses and paramedics to have
    accurate information on patient records.

In a nutshell, existing FSM software and the innovations in tools by new entrants are benefiting a wide range of SMB, Mid-market and enterprise companies across industries.

Importance of field service management software

Customers do not like service delays, miscommunications, and incoherent customer service. Hence it is essential for companies to have a defined coordination system between workers and the customers in order to offer the best customer service possible. With FSM software, companies can seamlessly keep track of customer requests and unprecedented internal changes in a more informed way.

What is the current role/impact of field service management?

The role and impact of an FSM software may vary based on the nature of the business, customer base, needs of the customers and employees, and other external parameters. So in order for a successful implementation of a FSM software what does it require?

In order to support the growing need of the work-from-home workforce, the nature of FSM software has been constantly evolving. Despite all the sudden shift in how people work and interact with the world, usage of software solutions has resulted in significant rise in productivity, reduction in cost and service betterment.

With the help of advanced FSM software consumers/customers can now have easy access to their service requests. And with no extra phone calls to the company, customers can receive information regarding service professional’s arrival time, status of their service request, so on and so forth.

Field service management uses

Field service management software don’t just aid companies with their customer service efforts, but also help them with cost control. Along with that, the FSM solution allows workers to be proactive and do their jobs on time and more swiftly.

Listed below are some of the benefits of Field Service Management software:

Defined workflows: FSM tools help workers adhere to a defined workflow from start to end, whether in the field or not, which directly impacts the efficiency of the work executed and service offered. It also helps workers organize their tasks, stay in sync with their fellow colleagues and also stay ahead of time. With this level of coordination, the service offered is always a hit.

Less/Zero-paperwork: By integrating FMS software with tools like EDMS (electronic document management system) companies can quickly cut down on the amount of paper and manual work done, and also eliminate the dependencies on old and outdated filing systems, altogether.

Seamless scheduling regime: FMS tool helps organizations/workers reduce service disagreements/conflicts, double down on offering better customer service, and save ample money and time. On the other hand customers are benefited with lesser wait time, service precision and overall a positive service experience.

Precise resource and task allotment: field service management software allows organizations to be on point with assigning the right person for service requests. Advanced FSM systems can identify workers’ strengths and match them with relevant service needs/activities, and also takes into account the job location, deadline and cost applied. This improves the overall quality of the service as well as employee morale, and lastly, the jobs are done efficiently.

Improved work quality: As all the real-time data points on employees, customers and software usage get fed into the FSM software, the team can leverage these insights and drive new process innovations. With multiple data points, the system can easily identify service gaps and predict possible breakdowns, time frame to finish a specific type of job, etc. which can aid organisations with workforce planning and much more.

In the closing…

For a company like yours a FSM software can help with automating critical processes like auto-filling work order forms, notifying clients with service status updates, dispatching workers, monitoring asset usage, regular maintenance of critical machinery, etc. But before opting for a Field service management (FSM) software it’s important to focus on the cost of the tool, customer experience with the product so far, process digitization capabilities offered, and mainly the scalability of the system to fit all your future business expansions.

Well, checkout how field service management software can amp up your field service management game!

6 Ways to build customer trust & loyalty with your FSM software

Posted on by Gavaskar Rajagopal

Gavaskar Rajagopal

Great customer experiences breed loyal, repeat consumers. As a result, field service companies can expect to build stronger client connections by providing services that are faster, more consistent, and exceed customer expectations. Field service organizations can achieve so by implementing clever techniques that will improve the customer experience.

Well, remember that the customer is one of the most crucial aspects of running a field service company. It’s all too easy to get caught up in the service or product and forget that consumers are the lifeblood of any company. While every company needs to employ technology to improve customer service, combining the human element with FSM software is a winning strategy.

Customer service might be difficult to come by in the field service industry. For starters, your consumers are served in the field, away from your “sight.” Coordination of service work is crucial, and it is more important than ever for everyone to be on the same page. Keep these 5 customer service recommendations in mind when you create your business plan.

Deliver a dynamic and transparent experience to FSM software to your customers

Remember that your clients are continuously receiving offers from brands who want to sell them a fresh and immersive customer experience tied to a specific product in their private life. Don’t be surprised if these same customers have the same expectations in their work lives. That implies you’ll need to devise a strategy for engaging clients from beginning to end. You must establish a client experience that begins with their initial service request and continues until the invoice is received. At each stage of the service life cycle, it must also include the use of various channels to communicate with clients.

Using several channels to increase communications — text messages, and emails — provides a vivid and dynamic interaction with customers. It also assists you in improving your brand image and customer perceptions of your organization. Furthermore, because consumers are often worried when equipment breaks down or stops performing properly, increasing communications and customer experience across the entire life cycle is a great approach to boost loyalty.

Improve the efficiency of your service agreement procedure in FSM software

Service agreements might assist you in securing repeat business. They also make customers’ lives easier. Customers should find agreements to be more cost-effective and involve less effort. Agreements must, however, be simple to understand and completed on time in order to be successful. Service agreements can be managed with the use of FSM software. When agreements are up for renewal, the software should keep track of them and send out automatic service reminders. Some field management apps allow customers to pay for services while they are still in the field. Clients will appreciate how simple and quick agreement and invoicing are. Customers and office personnel will have less to manage if service agreements are automated with software.

Make appointment scheduling easier

Nobody wants to spend 15 minutes on the phone trying to schedule an appointment with a technician. Customers want prompt service. If you can’t give this experience, you can bet your consumers will go to one of your competitors that can accept their calls right away or schedule service appointments online. Offer consumers a flexible schedule and many ways to contact you based on their preferences – phone, text, email, or the web — whether they’re setting up or adjusting an appointment time.

Tailored customer experience

Instead of a conventional service window, provide service when the consumer needs it and on their schedule. Allow consumers to schedule an appointment at their leisure. Allow personnel to access a customer’s past service history as well as common pain points linked with system and equipment failures so that they may better handle the customer’s unique issue. This not only allows your personnel to deliver a more customized service experience, but it also allows them to better manage their time.

Offer FSM software with self-servicing options to your customers

Self-servicing options will improve service to your customers by allowing them to enter service request tickets from a secure web interface. It will help reduce your administrative and overhead costs by providing customers with the ability to enter requests on their own, and at their own convenience. With self-servicing ability, customers can instantly create new service requests, order parts and materials, review sales orders, track job request statuses, etc all in a single app/web portal. More advantages of offering self-service options to customers include:

  • Reduce expenses of service and improve productivity
  • Save time for you and your customers by accelerating the information flow
  • Higher service satisfaction for your clients

Automate Workflows

The advantages of using a field service management solution to improve client satisfaction are enormous. Even if customers have no involvement in the automation of workflows, the improved procedures can assist to reduce mistakes and improve customer satisfaction. Your field technicians are automatically scheduled, and deployed, arrive at the customer location at the appropriate time with the proper equipment, finish the work assigned, collect customer feedback, take a photo, access crucial client data through the app, and bill and invoice in a legible manner. These steps must be completed without leaving any room for consumers to become frustrated or have a negative impression of your organization or professional. Your consumers will appreciate the smooth, well-managed operations, and the first-time fix rates have a significant influence on customer satisfaction.

Finally, whatever method you use to conduct field service customer satisfaction surveys, the goal is to gain actionable information. In other words, give consumers the opportunity to tell you how you can improve your performance and increase customer happiness with field service.

So, instead of asking a series of questions to get feedback on how excellent (or poor), your field service customer satisfaction is, ask a series of questions. Also, inquire about specific suggestions for how you could have done things better. Even if your field service operations have a high level of client satisfaction, there’s always something you can improve.

Our team of experts developed FSM software for the customers and has many more ideas handy on how to build a loyal customer base and ways to retain them. Drop us a line here.