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WHICH INDUSTRIES NEED FIELD SERVICE MANAGEMENT SOFTWARE?
08 August 2022 · Christoph Bertram
hilst numerous sectors and industries rely on field service management software, requirements for the vast array of digital tools vary. In all sectors however, one thing is common. Powerful software solutions and the algorithms they're built on have decisively changed the path of field service operations for over 20 years.
Today, simple tasks are overtaken by digital processes. They are both faster and more reliable, and for a long time, the outsourcing of various areas has no longer been limited to repetitive actions or the mere provision of data. Software has taken increasingly complex tasks in field service management such as the planning and control of entire tours and appointment provision.
WHAT IS FIELD SERVICE MANAGEMENT SOFTWARE?
Field Service Management Software (FSM) is used by companies in a wide range of industries to coordinate their field service resources (employees, vehicles, working materials, etc.). FSM programmes are particularly useful for on-site technical customer service. However, they are also interesting for areas such as inspections and appraisals, as well as for trade, consulting and sales.
What all industries with field service have in common is that the challenges in field service management are primarily of a logistical nature. Who goes to which customer? Which appointments can be completed when? Who has the right skills for the job and is available? What does efficient route planning look like? Field service management software has to solve these questions, whether in technical service, sales or delivery services.
FROM ROUTE PLANNING TO FIELD SERVICE APPS
The focus always returns to scheduling and the servicing of physical locations. You have to feed a system with the necessary data and restrictions for planning and then allow the algorithm to produce the best possible outcome. The software's algorithm optimises the schedule according to the parameters unique to the business, allowing the truly efficient use of resources.
In addition to tools for scheduling, mobile applications are paired to provide live field service management. They support employees on site and on the road. A field service app provides them with the information they need in each case; for example the service history of the customer, and enables live communication with office staff.
BUSINESS RELIES ON FIELD SERVICE MANAGEMENT SOFTWARE
Whilst not initially obvious, field service is a critical part of daily operations in many industries. Consider in-person visits from IT professionals, or health and safety services. It is of secondary importance whether your field service is exclusively on site for installations, maintenance or repairs, or whether it fulfils several tasks simultaneously. In any case, whether a provider, supplier, or customer, field forces and resources (such as vehicles and spare parts) benefit greatly when they're as effective and productive as possible.
FIELD SERVICE MANAGEMENT SYSTEMS IN TECHNICAL SERVICE
Technical field service has gained an increased importance in many industries. On the one hand, this is because more and more customers want an all-round service where they don't have to worry about training in-house. On the other hand, companies are building new pillars by supplementing their products with outsourced services such as maintenance and other after-sales efforts.
For field service businesses looking to establish themselves in a specific industry, or those with a small vehicle fleet, the efficient deployment of your few service technicians via field service management software is essential. Companies with a large number of employees in the field reduce running costs with better coordination. At the same time, they increase customer satisfaction through shorter waiting times and less downtime.
Overall, in industries with technical service, a management platform creates the following advantages:
- Efficient route planning for optimal deployment plans
- Cost savings through effective use of your fleet
- Cost-optimised rapid response to failures
- Skill matching for the effective deployment of field service technicians
- High First-Time-Fix-Rate
- Customer-friendly and reliable maintenance plans
In the technical sectors, solutions for field service management and maintenance programmes are also moving closer together. Maintenance software is used for asset management, maintenance planning, and increasingly predictive maintenance.
Industries in the technical service sector that use field service management software: Machinery & Plant Engineering, Energy Providers, Facility Management, Healthcare, Refrigeration, Air-conditioning & Heating technology, Vending & Vending Machine Service providers, Communication Technologies, Office Technologies, Pest Control, Installation
FIELD SERVICE MANAGEMENT SOFTWARE FOR TECHNICAL SURVEYORS AND VALUERS
In the technical testing industry, certified assessors and valuers are in high demand. Most providers in the industry struggle with too few staff for too many jobs. This often results in long waiting times, which can be frustrating and demoralising for both clients and your employees.
By making ideal use of your existing staff with the help of field service management software, you reduce the time spent per tour and can significantly reduce waiting times. The number of miles driven and the unproductive time on the road are also reduced. This not only has a positive effect on your customer ratings, but also on your employees, who are less stressed and more satisfied as a result.
You also benefit from digital documentation and order processing during appraisals and inspections. With a field service management app, you give your employees in the field a powerful and easy-to-use tool. And through direct, complete documentation, there are fewer errors and numerous processes run faster and more smoothly.
FIELD SERVICE MANAGEMENT FOR TRADE AND DELIVERY SERVICES
Companies that are active in trade merchandising and distribution can benefit from field service management software in several areas at once, especially from a dynamic route planning. Because in this industry there are usually several parts of the company that want to get their employees and goods to their destination as effectively, time- and cost-efficiently as possible:
- Marketing and field service in the B2B sector
- Tour planning for Territory and Area Managers
- B2B deliveries into wholesalers and the retail marketplace
- B2C deliveries of goods and merchandise direct to end customers
In these sectors, there are therefore considerable cost savings to be made through efficient route planning. In addition, fast deliveries ensure higher customer satisfaction. You should also not underestimate the positive effect of improved planning on the satisfaction of your employees: the more they are not only on the road but can pursue their actual task, the more motivated and efficient they are.
Field service management solutions also offer customers a number of features that can improve their service. Customer experience is optimised. There are a number of features to meet individual customer needs, that enhance their experience. This includes live estimated time of arrival, and an online customer portal for booking and re-booking of their preferred appointment.
GOOD FIELD SERVICE MANAGEMENT IS CRITICAL
In times of cost inflation, every industry sector and every company with field staff must use its resources efficiently. In addition to the above-mentioned sectors, this also applies to many other areas, for example, Home Healthcare Services and Coffee & Food Service. Skilled employees are scarce, and customers are becoming more demanding.
Professional field service management software optimises planning and processes in the field. A mobile app improves live communication and supports field operations. It is no wonder that the demand for field service management solutions is continuously increasing. The FSM market is booming.
When looking for suitable software, you should pay attention to the provider's industry experience in addition to the programme's performance. Do they already work with customers and competitors in your sector? Do they offer modules that cover your sector-specific requirements? Demand Case Studies and see the added value and results that Field Service Management software delivers to match your operations.
TALK TO FLS ABOUT FIELD SERVICE MANAGEMENT SOFTWARELet FLS experts guide you to the right answer for your unique operations. Our consulting services for the Field Service industry covers Process know-how in logistics, service and sales, Automation & Digitisation of Processes, Customer Service Experience, and Change Management. Click here to learn more.
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