Field Service Management

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

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.

Field Service Management

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.

FSM cloud assets

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.

manage upcoming work

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.

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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.

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The ability to capture, analyse and evidence data at every point of field service delivery provides organisations with a basis to drive Field Service Management.

Improved data capture and management not only enables organisations to better understand the current situation, but it also can help uncover trends and potential issues, as well as providing the ability to evidence work that has been undertaken, when it was completed and by who.

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Implementing a Field Service Management Solution

1. Evaluate your business pain points:

By identifying any problems your business may have and evaluating what is required to solve them, you will be able to better manage your field service management requirements. Whether it’s wanting to gain more visibility over your field workforce, identifying trends from the data generated, reducing overall costs, or simply being able to better manage demand and expectation, knowing what your business pain points are and how you plan to solve these appropriately will be a big advantage. Understanding the improvements you expect to achieve is essential and whether implementing them will tackle the problems you are facing. This may be one of the first questions asked by a solution vendor in order to help achieve your objectives. An example of this is to try and calculate the ROI you will achieve or what success will look like in terms of your target metrics.  Additionally, if implementing a new solution, your organisation will need to manage budget expectations and further down the line – manage change across your business.


2. Evaluate the demands and requirements of your staff:

Your field workforce is essentially one of the most important factors when considering a new field service management solution as essentially, they are the ones who will be using the software while out on the road in their day to day role. Furthermore, staff can’t deliver outstanding services if they aren’t equipped to do so, therefore when putting a project team together, involve them in the buying process to hear their feedback.

By implementing a solution which provides an intuitive, simple user experience for employees, it’ll help increase their productivity as they are able to efficiently capture information whilst at the point of service.


3. Do your research:

When thinking of a field service management solution, it’s essential to review what solution vendors have to offer such as:

  • What features are available, you could carry out a ‘must have’ feature comparison
  • Whether the solution integrates with your current software
  • What type of customer support is available?
  • How often does the software update?
  • What training is available for front line staff?
  • What is involved in the implementation and training plan process?
  • Does the solution provider and their technology reflect continuous innovation?

Having a clear picture of these in mind and in particular having features and functions in place that will greatly benefit your workforce, will significantly help.


4. Stay up to speed with new technologies and key trends

As new technologies progress, organisations need to ensure they stay ahead of the game by always considering innovative technology and the impact it can have. This will help your business evolve and keep up the pace with industry standards and trends. It’s also important to stay on pace with customer technical expertise in order to meet their requirements and stay ahead of the competition. No one wants to have the burden of dealing with legacy systems, so factors such as integration, going mobile, the introduction of IoT, AI and the role that data has to play, are all integral things to consider. Furthermore, with the introduction of new technologies and trends, it’s important to consider if your provider will continue to support these.


5. Keep the customer in mind

A vital part of delivering successful field service management is to meet and exceed customer expectations, therefore it’s imperative to keep them in mind when deciding on the most appropriate solution such as what features of the software could benefit the customer to enhance communication and streamline services.

How Totalmobile Enables Great Field Service Management

Totalmobile provide a suite of core products that provides organisations with a leading Field Service Management solution, leading to an increase in workforce capacity, cost efficiencies, compliance with standards and the overall customer experience.

IoT Enabled Predictive Job Creation

Sense from Totalmobile provides IoT technologies, included connected sensors and rules engines that allow the creation of work to be automated and assigned without the need for human intervention.

Cloud Based Job Management

Connect from Totalmobile is a cloud based, intuitive job management solution that provides visibility and control of complex tasks, enabling the streamlined delivery of work.

Dynamic Workforce Scheduling

Optimise from Totalmobile offers a dynamic scheduling solution that ensures the efficient allocation of resources to achieve complex scheduling goals based on time, location, availability and service levels. Read more about Optimise.

Mobile Workforce Management

Mobilise from Totalmobile is a mobile working solution that empowers the mobile workforce with the ability to capture intelligent data and access the information they need to deliver services effectively, first time.

Service Data and Analytics

Insight is a data and analytics solution that provides organisations with access to rich data, offering deep insights into the delivery of field services.