What is FSM?
• Field service management (FSM) software aids businesses in managing and optimizing the activities of field-based workers. These solutions are primarily used by manufacturers of industrial products for on-site services, including maintenance, equipment deployment, inventory management, repairs, and others.
• Managers or supervisors use field service management software to assign workers to field tasks and track their progress. FSM software is used by utilities and service-oriented businesses that deliver, repair, and/or clean at a customer’s location.
• Field Service Management software typically integrates with other software solutions such as customer relationship management (CRM) software for customer information, geographic information systems (GIS) for location tracking, and design software.
Most common features of field service management software.
• Management of work orders
• Invoice
• Scheduling
• Dispatch
• Mobile Application
• Quote Estimator
• Fleet management
• Analytics and reporting
These features allow the office/branch to communicate with warehouse and field technicians, saving time and money while hastening transactions. It improves field service automation by automating tasks like scheduling, dispatching, and skills matching in the office.
Major issues faced by the field service management companies are:
• Disjointed Communications between management and workers.
• Resources that are overworked with the reorganisation.
• Inexperienced technicians or workers in a large organisation.
FSM Market Growth and Expectations
• The field service management (FSM) software vendors market is growing for cloud solutions across the globe and it is expected to have a huge shift in the upcoming years.
• Most FSM companies are gradually shifting away from sales and operations software such as CRM and ERP and toward FSM software with the specialized features that best serve this expanding industry.
• The FSM market is increasing due to the CRM and ERP solutions that have failed to meet the field service industry’s specific requirements.
• FSM technology was developed in response to the inability of existing tools to automate field service operations, improve efficiency, and provide visibility into day-to-day processes.
A good FSM system includes features such as:
• Appointments with customers, ticketing, and order management.
• Controlling worker activity (time tracking, job status updates).
• Complex scheduling.
Complex document management, project management, automated customer appointment reminders, and CRM tools are all available in advanced programs. Some field service management software focuses on a single function, such as dispatch, while others provide more generalized features such as customer portals, fleet management, and call centre management. Before making a purchase, a company should assess its goals and needs and determine which features are essential.
Enterprise Resource Planning (ERP) Software vs Field Service Management Software
• Compared to the enterprise resource planning system (ERP), a field service management system is often less expensive to implement and maintain.
• FSM tools deliver a combination of solutions in accordance with CRM, such as payroll, inventory, and even marketing tools, etc.
• Most FSM software includes a mobile app for technicians and managers to use in the field, whereas most ERP systems require a browser or desktop app to interface with the software.
• FSM solutions may also include GPS tracking and route mapping to assist field service companies in tracking their technicians. Inventory and supply chain features are more robust in many ERP systems.
Customer Relationship Management (CRM) Software vs Field Service Management Software
• Compared to the FSM, CRMs have extremely complex databases to track all types of interactions on emails, text messages, phone calls, and websites;
• It can distinguish between managers, possibilities, and customers. CRM is designed in a way to keep track of customers’ records and communications between them.
• When compared to FSM software, which is designed in prospect to manage contacts in the context of the company’s services, lead management, and sales capabilities.
• The field service tools track customer information and help to manage ongoing customer interactions.
Features of Field Service Management
• Scheduling: The scheduling tools in the FSM software aids in project and employee management better than CRM. You can plan routes and work schedules for field service workers, allowing them to see their work before making necessary adjustments to their schedules.
• Work order management: FSM software allows field service managers to keep track of all work orders. It also assists field service workers in submitting service requests and monitoring real-time status updates resulting in improving the field repair capability and maintenance efficiency.
• Invoice: It aids in the management of field service sales transactions and payment cycles, including direct invoicing from the field technician resulting in a more streamlined and faster payment cycle.
• Dispatch: FSM software assists in the logistics, ensuring that assets are used optimally with the right facilities. Dispatching features can assist truck drivers in finding optimal driving routes with less traffic, allowing them to complete their tasks more quickly and effectively.
• Customizable apps: Managers can use mobile apps to keep track of field services from anywhere. The field service managers can track their employees, schedule work, and dispatch fleets for their employees.
• Quote estimator: It allows clients/customers to get a price estimate to help them decide whether or not to proceed with the service. When a company sends a client an estimate, they have the option to accept or decline it. Businesses can begin making the necessary arrangements to begin fieldwork as soon as the client accepts the quote estimator.
