The term FSM (Field Service Management) includes both the software and activities that enable a company to manage its off-site resources and workers. It is common in industries with telecommunications, mobile workers, healthcare, utilities, and waste management. Field Service Management supports activities such as tech dispatch, vehicle location tracking, scheduling, and job status so that tasks can be done efficiently and effectively. It also boosts customer satisfaction by offering means for communication with customers in real time regarding repair problems or information about products.
These solutions are hosted and installed in-house. Internal IT staffs normally manage them and they cost more up-front. Although you won’t be charged incremental ownership expenses, this option incurs regular maintenance and service costs. What’s more, the organization will manage the data security. Note that internal IT teams may face challenges in managing existing on-premise solutions that support updates, new applications, and integrations.
- Cloud-Based Software
SaaS (Software-as-a-Service) is managed and maintained by external providers through the internet. This delivery mode has been gaining traction rapidly because of its lower upfront expenditure, fewer costs when deploying, and ability to scale down or up depending on the company needs. The end user is normally not involved in software upgrades or regularly scheduled maintenance.
- Mobile Applications
Cloud systems provide native mobile applications for three device platforms: Android, iOS, and Windows to enhance accessibility. Though easy access is availed, improved security considerations must be utilized, especially when the field techs access the company files and data on their personal mobile devices.
Benefits of FSM software and apps
Other than opening up communication lines, FSM tools enhance efficiency in inventory tracking and scheduling, easy administration, as well as prompt invoicing. Some key benefits you will gain when you try this out include:
- Customer retention and satisfaction
We live in a business world that is customer oriented. Opinions about businesses are shared instantaneously, so companies that offer field service need to focus on delivering seamless and timely interactions. This helps to breed customer loyalty. Your ability to provide superior field service while fixing the issues that customers face results in high client satisfaction and increased customer loyalty.
- Employee satisfaction
A field service scheduling and service dispatch tool helps to create a workforce that appreciates the seamless assignment from one task to another. When job roles get easy, a less stressful and motivation work environment is created for the technicians. This helps them to offer excellent services that exceed the expectations of customers through high-quality and fast service.
- Multiple efficiencies
Company profits can get lost if there isn’t a good system that tracks invoices and payments. Additionally, if you do not have a CRM (customer relationship management) system or an effective scheduling system, your customer relations are bound to suffer. FSM technologies enhance efficiency by handling the scheduling and administrative tasks so that operations in the company can run smoothly. Other than off-site personnel management, field service management apps and software manage spare parts, equipment, and tools needed for maintenance, including interactions between customers and technicians.
Now that you understand what FSM solutions are and their benefits, it’s time you considered getting any of them for your company, as long as it suits your needs.