What is Field Service Management?

Driving improvement and increasing control across all aspects related to the delivery of field based services.

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What is Field Service Management?

With technology now enabling organisations to deliver digital innovation strategies that transform how services are delivered, the term Field Service Management is becoming ever more prevalent. Organisations are turning towards new technologies to help them save on costs, increase the capacity of their workforce, assure compliance with standards and ultimately deliver a great service to their customers.

Ultimately it means organisations taking a holistic approach to improving the planning, delivery and analysis of how they are delivering field service to their customers.

Needless to say this approach leads to a positive outcome for the organisation, field based staff and the customer themselves:

  • Organisation’s have an increased understanding of the current situation of work. Being provided with detailed visibility of assets and how services are being delivered means they can have confidence that everything is how it should be, while also controlling costs and maximising productivity
  • The field workforce is empowered to deliver a market leading service as they are equipped with all the information and equipment they require to successfully undertake the work in a manner that complies with their company’s standards
  • Customer’s receive an improved service that is delivered in a timelier manner. With improved interactions between the organisation and their staff, customers are provided with an enhanced experience and an increase in confidence surrounding service quality.

What value does this provide organisations?

  • Field Service Management Software enables the improved management and control of all elements that are related to the provision of field based services. It provides organisations with the ability to:
  • Have an increased visibility and understanding of all assets and detect any issues or potential actions that may be required
  • Better manage work orders, associated costs and increase visibility of ongoing work
  • More efficiently assign required work to their workforce
  • Control the usage and ordering of materials
  • Empower staff with all information and equipment required to effectively deliver the service
  • Enhance the interaction between an organisation and their customer

What Helps Deliver Great Field Service Management?

To transform how field services are delivered, organisations must look to drive enhancements in all areas that are related to the delivery of field based services. Below is an insight into the core areas that should be addressed.

Organisations should look to gain full and detailed visibility of the current situation across all of their key assets.

Details such as location, working status and level of usage should all be something that can be easily accessed and analysed. As a start this enables them to be more proactive to any issues as they occur and deliver services in a timelier manner. Over time, organisations can begin to spot trends in assets, enabling them to react and prevent problems, before they even develop.

Organisations need to ensure they are effectively managing all outstanding work orders, either planned or responsive.

This means improving the understanding of exact job tasks, skills required, and previous histories, as well as all implications relating to costing and materials. This ensures there is a clarity and confidence in the services that are required, preventing the likelihood of unwanted surprises.

It’s a case of having absolute confidence that the right member of staff is undertaking the right item of work at the right time.

Importantly it’s also a case of ensuring that this is done in a manner that suits the objectives of the organisation and the expectation of the customer while also taking into consideration any SLAs and KPIs. Further to this, organisations need to provide themselves with the element of flexibility, that will allow them to react appropriately as changes may occur over the course of the working day.

Staff should be empowered with the ability to capture relative job information as well as any supporting details such as job history or useful guides.

Then effectively capture job details in a way that reduces administration and data entry, they are empowered to deliver a more streamlined and higher quality service.