FIELD SERVICES MANAGEMENT

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Field Services Management 

The aim of effective field service management is to empower your employees to deliver excellent service in every customer interaction. What can be considered ‘traditional’ field service management is evolving, and gaining a deeper understanding of the current and future landscape can help your mobile workers succeed.

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What Is Field Service?
“Field service” refers to any service performed out in the field, as opposed to on company property. Field service typically involves dispatching workers or contractors to specific locations (often to a customer location) to install, repair, or maintain equipment or systems. Field service practitioners, or field workers, are often technicians who deliver skilled, specialized, or even proprietary services to commercial or industrial clients.

When most people think of field service, they think of setting up cable TV or seeing an electrician work on a downed power line. But the field service landscape is quickly evolving to include a broader range of deskless employees. In fact, 80% of the world’s workforce is now deskless, and field service has expanded into education, healthcare, hospitality, and beyond. 

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What Is Field Service Management?

Field Service Management (FSM) is a means of organizing/optimizing operations performed outside of the office, i.e., out in the field. Common examples of field services include consultations, sales, repair and maintenance, customer support, and regular inspections. 

Field service management (FSM) is the umbrella term for managing an organization’s field resources, including employees and equipment in the field. Field service management touches every part of the field operation, including:

• Assigning and scheduling work orders

• Dispatching employees to new work assignments

• Communicating with employees in the field

• Collecting field data (such as time of arrival, job completion, and requests for information)

• Sharing job data or customer history with field employees

• Routing employees to different jobs

• Managing product inventory and availability

Field service management isn’t what it used to be. As field service continues to evolve, it encompasses more lines of work, making field service management more challenging. Even the workday itself continues to change. Managing technicians in the field was a much simpler process when it only encompassed those who worked 9-to-5, everyone was full-time, and administrators could keep track of schedules on pen and paper, desktop calendars, or simple spreadsheets.  These days, a field service operation commonly includes a blended workforce, with full-time employees, part-time employees, and contractors working independent schedules. This adds a layer of complexity when trying to schedule appointments and manage the needs of mobile workers—and customers—effectively.

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Why Field Services Management?

Often companies provide a wide range of field services, which means they’re likely juggling a variety of tasks, tools, individuals, and mobile devices.

A field service manager for a company that sells home healthcare devices might be responsible for the below:

• Scheduling sales meetings and presentations

• Sending out technical specialists to set up and inspect equipment

• Tracking employee progress in the field

All of these moving parts need to be tracked, organized, updated, and streamlined. This is where field service management comes into play: without a central system managing these tasks, it would be nearly impossible to conduct business efficiently.

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The Benefits of Field Service Management
Managing your field workers requires unique processes, tools, and considerations. But the investment can be well worth it, as your field workers—and overall business—can reap some key benefits:

• Increased efficiency – Modern field service management offers tools and processes that replace manual systems, boosting both operational efficiency and employee productivity.

• Improved visibility – With software to help collect, track, and analyze crucial data (like job completion times, expenses, and field notes), you’re empowered to make better business decisions.

• More time spent servicing customers – When field workers are relieved of administrative burdens, can easily access essential resources, communicate effectively, and receive schedules and updates (in one centralized place), they can spend more time focusing on what really matters: Customers.

The benefits of field service management are certainly within reach for companies looking to optimize for installation, maintenance, and repair of products by way of strong solutions. It’s important to note, however, that businesses looking to optimize their customer journey and scheduling process should consider mobile workforce management (MWM) software. While closely related, the two use cases do, indeed, differ, and should be closely considered before choosing a solution for your organization.

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Why Field Services Management Software?

In the past, much of this work was performed manually, which was time consuming and left room for human error. It was more difficult to manage variables that were affecting progress; such as incomplete data, sales representatives running behind schedule, and communication issues.

Field service management software was developed in line with the evolution of mobile technology. FSM software is a technological solution designed to help field service managers take control of all the moving parts by automating certain tasks, while providing remote access to the office, real-time updates, and customer insights, and many other tools.

Because field service management requires a balancing act of so many essential operations, modern organizations turn to FSM software to stay ahead of the curve. FSM software and mobile apps are designed to streamline communication, scheduling, dispatching, and general information-sharing between field workers and the back office.

Modern FSM tools need dynamic functionality—like real-time communication with field employees plus seamless scheduling and dispatching for new assignments—to keep up with the shifting landscape of field service. 

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What Does a Successful Field Service Operation Look Like?
In today’s dynamic business environment, competition is stiffer and customer expectations are higher. Field service operations have to be nimble so your workers can provide outstanding service at a moment’s notice and your customers know exactly what to expect from employees in the field.

A successful field service operation should be:

• Designed and implemented under a concept after identifying the requirements, designing/implementing the necessary strategies, processes, procedures, workflows and best operating practices

• Mobile-first. Deskless workers should be able to accomplish their tasks without jumping through hoops. Make sure your FSM tools are accessible (and compatible) with the tools your employees use in the field, including their own mobile devices.

• Integrated with other systems. Whatever your FSM solution, it should work seamlessly with the other systems you use. Make sure your field service operation works in tandem with your CRM, HR system of record, IT system, payroll software, etc.

• Proactively capturing data. Back in the day, administrators were in the dark until field workers came back at the end of the day with a stack of signed paperwork. A modern FSM system should help you share data back and forth in real-time so your back office is always equipped with up-to-the-minute information.

Successful field service management looks different for different industries and business models. Some components of FSM, such as tracking the location of company equipment, are critical for certain organizations but are a lower priority for others. Meet with your stakeholders—both internal and external—to determine your company’s priorities and make sure your FSM solution has the tools you need most.

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Practical Applications of Field Service Management
Field service management is useful for any industry that has employees working in the field. In particular, utilities, healthcare, construction, home improvement, property maintenance, and telecom industries have the most to gain by implementing field service management software. Some of the most common industries that use FSM include:

• Utilities (gas, water, electricity)

• Healthcare

• Construction

• Home Improvement & Property Maintenance

• Telecom

• Automotive

• Earth Moving Machinery

Here are some practical applications for these industries:

1. Utilities (gas, water, electricity)
Utility companies have to deliver continuous service, minimise outages, maintain extensive equipment and networks, manage large teams of employees, and comply with codes, among other concerns.

For utility companies, FSM is particularly useful for dispatching engineers and specialists for repairs and inspections, remotely monitoring equipment, organizing work schedules, and providing an overview of resources.

2. Healthcare
Field service management is crucial for the healthcare industry; from keeping medical records accurate and up-to-date to dispatching healthcare professionals for in-home care.

In fact, FSM helps keep patients safe by facilitating the maintenance and upkeep of medical devices through asset management, documenting and dispatching work, tracking device histories, assuring code compliance, and creating necessary forms and documents.

3. Construction
Construction tends to involve long-term projects, a large number of people, and various forms of equipment. They use FSM to update work orders in real time, ensure that necessary equipment is available, oversee technicians, schedule tasks throughout a multi-operational team, track expenses, and create checklists for inspections and certifications.

4. Home Improvement & Property Maintenance
Property upkeep and improvement can entail multiple ongoing projects at the same time, performed by completely different groups of specialists. Field service management helps organise landscaping, cleaning, or repair services; schedule multiple work orders simultaneously; keep tabs on progress; and make all paperwork available in one place.

5. Telecom
Telecom companies can dispatch workers, oversee infrastructure, provide technicians with necessary information in the field, and directly address customer problems as needed with a FSM CRM. For example, Time Warner employees use a mobile platform to access maps and other data in the field, allowing them to make the best possible use of their time.

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What do all of the examples above have in common?

They all deal with managing multiple actions and individuals simultaneously, while pursuing ongoing improvements and maintenance. This is field service management at its most effective.

The Advantages of Field Service Management
With its many features, a field service management system can offer a company a variety of immediate and long term benefits, such as an improved customer experience, quicker reaction times, and time and resource savings.

There are a number of common field service mistakes that could easily influence your company’s productivity and effectiveness, such as showing up inadequately prepared or employing ineffective communication methods. FSM software can help you avoid some of the most common pitfalls and support you in the field to get your service team operating at their very best.

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EXAMPLES OF THE BENEFITS OF FSM

• Access Information and React in Real Time: With FSM, Internet of Things connected devices can report issues as soon as they arise, field service managers can update and dispatch representatives directly on their mobile devices, and operational field data can be captured, uploaded and, analysed as it’s being gathered.

• Increased First-Time Fix Rates: First-call resolution is among the most prized KPIs when it comes to field service success. Unfortunately, it’s not always achieved, and representatives have to return multiple times to resolve an issue.
  With the right field service software, workers can gain immediate access to a variety of tools and resources to help assess a situation, be put in direct contact with in-house experts, and retrieve advanced diagnostic information and other resources to help them arrive better prepared to resolve a problem at the first attempt.

• Create a Connected Customer Experience: As the business landscape changes to meet modern needs, it quickly becomes clear that creating a top-notch customer experience is a priority in any successful business plan. With streamlined processes, increased connectivity, and greater access to data, an FSM system can help you provide proactive service that is efficient and effective.

• Lighten the Load with Automated Processes: Field services require a substantial amount of potentially time-consuming administrative work. Field service software can save you time by automating a wide range of tasks, such as scheduling, sending out reminders, invoicing, and issuing work orders. This will free up managers and employees in the field to focus on the task at hand, reduce the opportunity for human error, and help keep everything organised.

• Maximise Efficiency to Save Time and Money: As mentioned above, Time Warner used FSM to provide employees with access to tools and information in the field. Having everything they need at their fingertips has enabled them to work faster and more efficiently. With the ability to gather, analyse, and access data, dispatch workers, automate tasks, streamline processes, and cut down on repeat visits, FSM can save companies substantial time and money.

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What are included in the Field Services Management Concept (FSMC)?

• Administrative Support and Management of Customer Tickets, Complaints and Demand of Field Services

• Audits/Assessments/Visits (Audits to assess the quality of the site works and the performance of the site teams/contractors at projects, Quality Audits to assess the quality of the services contracted or outsourced to contractors and manufacturers, Vendor Audits to assess the capability of the vendors in terms of technical skills, facility, infrastructure, product/service quality, ethics;  Site Team Audits to assess the performance and capability of the dealers, distributors and point of sale in terms of technical and commercial skills, facility, infrastructure, capability, customer satisfaction, operations performance, fair trade/ethics; and Customer Site Visits to assess their loyalty/satisfaction and get informed about the new opportunities)

• Business in Services (Culture Management, Business Excellence, Business Skills, Business Management and Establishment)

• Business Development (Dealer Support Services, Corporate Customers Contractual Support, Tenders & Bids, Concept Projects)  

• Coaching Teams, Dealer Network, Workshop Network, Aftersales Centers, Part Re-Seller Network and Service Partners 

• Commercial Operations (Field Service Sales, Dealer Sales, Contractual Sales, Customer Order Management, Customer Relationship, Satisfaction and Loyalty Management) 

• Communication Skills, Complaint/Conflict Management, Customer-Centric Strategy/Culture & Customer-Focus Approach in Services

• Configuration/Product Tree/Product Variation/Product Option Management of Field Services 

• Contracts & Agreements Management (Customers, Corporate Clients, Vendors, Bidding Authorities, Directorates, Distributors) 

• Corporate Strategy, Identity and Citizenship (Formulation, Design, Implementation and Management) at Service Organizations

• Crisis Management, Compliance Management, Cultural Distance Management

• Design, Establishment and Management of Service Agreements (Extended Warranty, Maintenance, Customers, Dealers, Vendors)

• Design, Establishment and Management of Services (7/24 Emergency-Site-Field-Supervison-Site-Projects-Contractual-Aftermarket-Warranty/Claims-Workshop-Periodical Maintenance-Installation/Commissioning-Dealer Support-Off-Road Support, Campaigns, Recalls, Overhauls, Project Services, Technical Sales Services, Contractual Services to Clients/Dealers)

• Design, Establishment and Management of Channels/Network for Service Sales and Service Execution 

• Design, Management & Utilization of Support Help Desk Team, Service Teams

• Design, Management & Utilization of Field Services Performance Metrics Set

• Design & Management of Performance & Qualification Assessment Systems in Service Teams

• Entrepreneurship Skills, Interpersonal Cooperation and Skills in Customer Service Management

• ERP/MRP/CRP Management of Field Services

• Excellence of Quality in Service Management

• Field Services Management

• Financial Management (Operational Budgets, Forecasts for Sales and Cost of Operations, Sales Pipelines, Profit and Loss Statements, Periodical Financial Performance Reports, Payments & Collection)

• Management Reporting in Services, Site Reporting of Services, Sales Reporting of Parts

• Marketing, Re-branding and Value Proposition in Field Services

• Marketing Communication and Applications (Re-branding and Corporate Visuals to Sales/Service Offices, Field Service Teams, Field Service Teams Regular Meetings at headquarters, Campaigns in Field Services, Marketing Documentation and Media/Social Media Publications of Field Services)

• Optimization of Corporate Standards, Strategies, Processes, Procedures, Workflows, Blueprints, Best Operating Practices (BOPs), Documents for Field Services, Training, Manuals and Bulletins and After Sales/Aftermarket Contracts with the Customers, Dealers and Vendors in Business Development, Sales Management, Commercial Management, Supply Chain/Warehousing/Inventory Management, Procurement Management, Operations Management, Project Management, Dealer/Distributor Management, After Sales Services Management, Customer Support/Relations Management, Aftermarket Solutions Management

• Operations Management in Field Service Teams and Field Services

• Quality Techniques in Field Service Quality Control Management, Quality-Integrated Field Services and CRM

• Quality Management in Competition, Problem Solving-CAPA Activities Management in Field Services 

• QHSE (Quality-Health-Safety and Environment) (QC & QA Field Service Processes, Field Service Eligibility Certification, Due Diligence Assessment of Field Service Teams, Field Service Reports; Field Service Quality Performance Assessments, Field Service Customer Satisfaction Performance Assessments, Field Service Solutions Quality Assessments, Training/Seminar Performance Assessments) 

• PCM1: Life Cycle Management of Field Services 

• PCM2: Value Cycle Management of Field Services 

• PCM3: Life Cycle-Cost Management of Field Services 

• Project/Product Management in Field Services 

• Project Management Services (Design, Procurement, Production, Installation, Commissioning & Maintenance)

• Performance Assessment and Improvement in Field Services 

• Publications and Bulletins in Field Services  (Design and Publish Manuals, Books, Catalogues, Lists, Booklets, etc.)

• Pricing Policies and Applications in different service segments, market segments and customer segments in Field Services 

• Process Optimization in Field Services 

• Re-branding, Standardization and Development in Field Services , Field Service Teams and Network

• Restructuring the Business, the Organization, the Departments/Teams and the Portfolio against the objectives of the organization

• Restructuring  Field Services , Field Service Teams and Network

• Regular Maintenance Services providing cost-efficient maintenance services to customers within a specified schedule

• Sales Planning and Management in Field Services

• S&OP Management integrated Sales of Products/Solutions/Systems/Packs with Field Services

• Satisfaction and Loyalty Management Systems (Design-Implementation-Management-Assessment) of Employees/Customers

• Supply Chain Management of Field Services

• Strategic Selling Skills of Field Services, Stress Management in Service Management and Technical Sales Leads

• Technical Sales Services to meet demands of the Customers for special requirements

• Technical Consulting to Dealers and Customers for Fault Finding, After Sales Services Performance Improvement and Warranty

• Trainings and Seminars (Technical Product and Service Trainings, Dealer After Sales Trainings; and Certification Seminars to Operators, Service Supervisors and Dealer Employees at headquarters to certify eligibility in field services management)

• Waste Elimination in Field Services

• Web Portals (Operations Consulting, Establishment and Management of Software Applications for Field Services Management)