What is Field Service
Management?
What is Field Service
Challenges and KPIs in the Field Service Sector
One of the biggest challenges and saviors of field service today is digitalization. On the one hand, it is making field services more effective, manageable, and fast. On the other hand, field service providers lagging behind in digitalization risk becoming obsolete. Here’s why:
Real-time world
Mobility and connectivity have reshaped customer expectations. Customers demand real-time solutions for their real-time issues. Companies not able to meet these demands - either because of skilled labor shortages, logistics, etc. - fall quickly by the wayside. Field service providers who want to keep up, need tools capable of providing immediate response time, and first-time-fixes.
Predictive and preventive maintenance
Machines equipped with sensors are delivering real-time status updates. And with signals like elevated temperatures and slowed production, field service providers can predict breakdowns before they occur. This makes it possible to avoid costly downtimes and production standstills. This also provides an opportunity to offer “production as a service”, or uptime, instead of traditional equipment sales. This appeals to customers as it defines the cost based on production without capital expense. However, without the proper field service software and skilled service technicians, it is impossible to respond to these warnings.
Powered by IoT
Connected devices are propelling the next phase of field services forward. It is essential for field service technicians to be connected to customers, devices, and headquarters. Only by embracing IoT and transitioning to mobile field services is it possible to give field service technicians access to all the data they need to do the best job possible the first time around.
Customer Satisfaction
As mentioned, customers now have a very clear idea of the types of services they need. And because of innovations ushered in by digitalization, they expect an immediate response. Not being able to provide quick and effective fixes can seriously harm a business’ relationship with its existing customers. But it also diminishes the likelihood that customers will refer their business and services.
The Benefits of Reaching Your KPIs with Field Service Management Software
Some jobs are simply better done by machines than our analog brains. Don’t be discouraged! These challenges are surmountable. And the benefits are substantial. Here’s what you stand to gain by striving to meet your KPIs.
Scheduling and data management
FSM software powered by artificial intelligence is capable of assessing any number of variables in a split second. With information like customer location, machine history, service technician availability, inventory and more, they can determine the best possible appointment in a split second. That is something that could take minutes if not hours to do manually. And by using IoT technology to connect everyone’s devices, service technicians and customers can even determine the scheduling themselves. With the help of AI of course!
Keep track of it all
How much time will a job take? Including travel time? Did an available appointment open up due to a cancellation? Was the invoice sent? Where is that work order form? How can we streamline these processes? The answers to all these questions are in the data. So the solution will involve amassing, organizing, and analyzing the data. Again, FSM software is the answer. It makes it possible to consolidate data across numerous devices from uncountable sources, and then provide the answer to these and any number of field service questions.
Know your customers
Field service technicians have a number of clients to see on any given day. However, they can make each field service visit a personal one by knowing as much about the customers as possible. With data like customer addresses, history, devices, and more available on their mobile devices, they can arrive on-site with complete background information. This eliminates the annoying need to search for crucial information or repeatedly ask customers to explain their issues. Everything the service technicians need is available via a mobile app right at their fingertips!
Integration with ERP and CRM
Integrating ERP and CRM software is the best way to have a complete overview of all internal processes and external tasks. Your ERP solution can help you automate any number of back-office processes, from invoicing to inventory to purchasing to hiring. When this information is linked to your CRM, or front-office, data, you can improve your real-time response rate. It also makes it possible to analyze all of your business processes and determine where improvements and adjustments might be necessary.
Inventory Management
A big part of successful field services is having the available parts on hand. FSM software makes it possible to keep a running list of available parts that is updated in real-time. This ensures that field service technicians can arrive on-site with the necessary replacement parts. It also makes it easier to reorder parts that are low on stock so that they are always available when needed
Perfect moments are core moments.
Best-in-class companies have transformed their service organization by focusing on the customer. Coresystems helps you to make every part of your service process more human and efficient - from first contact to happy customer and beyond.
