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Field Service Management

Simplify field service processes. Improve operational transparency. Delight at every stage with field service management software.

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Improved Operational Efficiency

Field service management software streamlines operations and reduces administrative overhead, driving greater efficiency and productivity in the field.

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Higher Customer Satisfaction

Field service management software enables real-time updates and faster response times, delivering better customer service experiences.

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Better Business Insights

Field management reporting and analytics capabilities identify areas for improvement and empower data-driven decisions.

What is Field Service Management (FSM) Software?

Field service management (FSM) software is transformational for any organisation that relies on a mobile workforce. You gain a springboard for a seamless service experience from first contact to final invoicing. All-in-one service management software can boost productivity, enhance customer satisfaction, and drives success across your entire operation. Who wouldn’t want that?

Deliver a Seamless Experience With Dependable Field Service Management Software

The pressure is on for organisations to deliver exceptional service experiences. Field service management software helps you exceed customer expectations and drive business growth in today’s competitive marketplace. Many fsm capabilities fall under the umbrella of field service management software. The following features of field service management software make it a must-have for organisations managing large, field-based workforces.

Connecting Your Mobile Teams

Maximise your mobile worker’s time on site. A mobile app provides access to live service requests, job details, task histories, timesheets, and past images and attachments. With an easy check-in functionality, field staff can add and update job notes offline in remote areas.

Remote data capture lets your teams collect data in the field, upload attachments, and capture photos. This keeps all stakeholders informed and connected and continuously improves owned-data quality.

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Streamline Work Orders

From work order creation and assignment to job execution and reporting, field service management software streamlines the work order lifecycle. By centralising and automating work order activities, field service software provides everything you need to manage this process end-to-end. Every field tech can access project histories and task-specific details upon assignment using their mobile devices. This platform reduces errors, elevating the customer experience and minimises SLA breaches.

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Schedule Your Remote Workforce Effectively

Cloud-based service management software simplifies scheduling by skill-matching technicians to assignments based on their abilities, location, and availability. With digitised job information, you can streamline service and quickly respond to flexible service demand without manual intervention.

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Easily Invoice and Quote Remotely

Automatic triggers based on your organisation’s requirements can generate invoices throughout the service lifecycle. FSM systems automate the billing process to ensure a consistent cash flow and no missing invoices. Whether it’s:

  • Progress billing
  • Fixed-price billing
  • Time and material-based billing
  • Billing based on project completion

Effective billing and costing throughout ongoing projects across multiple fiscal periods streamlines the invoicing and quoting processes. Additionally, staff can present quotes and invoices, take payment, and work efficiently with the office through two-way sync and real-time updates.

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Remotely Access Resources & Capture Data Anywhere

With centralised digital documentation, every detail of your service is readily available to your team, promoting collaboration and service continuity. By improving access to information, a field service management system helps improve customer service and reduces errors associated with manual data entry.

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Paperless Field Service Management

Eliminate paperwork and digitise your forms with our easy-to-use form builder and mobile form-filling software. Say goodbye to time-consuming manual data entry. Say hello to streamlined, automated processes. Going paperless helps to reduce the time and cost associated with administrative tasks, such as manual data entry, filing, and storage. This frees up valuable time for your service team. The extra time allows them to focus on their core job duties and face-to-face customer service. This ultimately improves customer satisfaction and retention.
Digital records are more secure and less prone to damage or loss.

This protects your most important data and maintains compliance with regulatory requirements when auditing is required.

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Easily Manage Third Parties

Field management software can oversee projects that involve external contractors from start to finish. Quickly generate a requisition order or tender directly within the system, which includes pricing agreements and pre-planned budgeting.

Project updates and work orders can be centrally managed and tracked with secure portal access. Once the job is completed and approved, service tools can automatically generate receipts for the amount owed to the subcontractor. This reduces administrative costs, automated billing and invoicing, and helps maintain strong relationships with subcontractors.

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Unleash True Operational Intelligence

Gain a deeper understanding of your business operations. Operational intelligence lets you make data-driven decisions that optimise your operations and identify new revenue opportunities. With real-time insights, you can proactively address threats with predictive intelligence. This allows you to allocate resources more effectively and improve customer satisfaction. Additionally, OI can help you stay ahead of competitors by identifying trends and market opportunities in your industry.

Explore Service IntelligenceRead Our Operational Intelligence Blog

Shift Planning Like a Pro

Empower your team to manage staff at every level better, whether full-time employees, banking / adaptive staff or from a 3rd party workforce provider -all through one, single rostering solution. By managing staff skills, availability and absences more effectively, you deploy rosters that maximise the potential of your available workforce. Better shift pattern design ensures service demand is met and, above all, it’s compliant.

Explore Workforce RosteringDownload Our Shift Planning eBook

Your Workforce, Protected

Ensuring the safety of your remote workforce is a top priority. You can mitigate risks and protect your staff by implementing direct-to-device well-being check-ins throughout the working day. This increases operational compliance and avoids potential penalties and risks. By enhancing your duty of care as an employer, you can safeguard staff and give them the confidence to focus on delivering exceptional service, which improves service continuity. With the right measures in place, you can protect your team and promote a safe and productive working environment.

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FSM Software FAQs

What is field service management?

Field service management (FSM) organises and optimises operations outside the office or ‘in the field’. Field service management aligns off-site workers and allocates the resources they need to complete their jobs efficiently and on time. This includes scheduling, dispatching, invoicing, and real-time tracking of field workers who provide services and repairs in various industries. SaaS-based FSM solutions help streamline these processes, making field operations more efficient and customer-centric.

What does field service do?

Field service refers to any service performed in the field rather than at a company’s premises. This often involves dispatching technicians or service professionals to specific locations for installation, maintenance, or repair tasks. Field service management software organises these processes to improve efficiency and customer satisfaction.

What is an example of field service management?

An example of field service management can be seen in the telecommunications industry. When a customer reports an issue, field service management software is used to schedule and dispatch a technician to the customer’s location. The progress is tracked in real-time, and follow-up tasks are managed within the same system, making the service delivery process more streamlined and efficient.

What are the objectives of a field service manager?

The objectives of a field service manager typically include efficient scheduling and dispatching of service technicians, improving customer satisfaction, reducing operational costs, and increasing service revenue. Utilising field service management software is crucial to achieving these objectives as it helps streamline processes and monitor key performance indicators.

Why is field service important?

Field service is vital because it directly impacts customer satisfaction. Efficient field service resolves customer issues quickly, improves the customer experience, and fosters customer loyalty. Field service management aids in this by optimising service delivery and tracking performance metrics.

What is field service CRM?

A field service CRM (Customer Relationship Management) is a tool used in field service management to improve customer relationships. It helps track customer interactions, schedule services, and analyse customer data to enhance service quality. It is essential to any effective FSM strategy to improve control and visibility over upcoming required work and ensure the right people are available at the right time.