What Is Field Service Management (FSM) & How Can It Be Digitized?

Efficiently managing a team of personnel is one of the biggest operational challenges and risks. It is because of the multitude of variables involved in this process. 

Traditionally, this task required meticulous logging, monitoring, and control by human labor, which consumed considerable time and effort. Because of this, issues such as miscommunications, delays, and information inaccuracies occurred. 

Although meticulously managed databases offered some assistance, they remained susceptible to human error. 

However, software developers have also tried to address these inefficiencies with improved inter-system communication. The result was the development of sophisticated Field Service Management (FSM) technology designed to automate service professionals' field operations through mobile systems.

FSM was forecasted to grow at a CAGR of 11% as of 2020. At this rate, it should reach $5.1 billion by 2025.

Given its growth and growing popularity, it is essential to know what FSM is and how you can use it for your organization.

What is Field Service Management (FSM)?

At its essence, FSM encompasses any system designed to oversee the diverse aspects of field operations, including inventory management, vehicle tracking, scheduling, customer portals, and more. Within the software-as-a-service (SaaS) domain, management of these elements is typically facilitated through a cloud-based portal accessible via mobile devices while technicians are in the field.

As cloud solutions became more viable, the cost of data storage decreased, and mobile devices became capable of handling increasingly sophisticated software. Consequently, every field service technician could constantly access advanced FSM technology. 

This advancement allows management personnel in the office to update tickets and coordinate changes on the go instantly. Likewise, technicians can promptly access these updates and inform customers of any developments, revolutionizing the interaction dynamics among managers, service workers, and customers.

Field service management software is widely utilized across various industries. However, for sectors like telecom, field technicians rely on it to access information on service requests, scheduling, and other pertinent details. 

Additionally, homecare workers leverage FSM software in sectors like healthcare to track and update patient information efficiently. Moreover, specialized industries such as mining utilize FSM software to provide workers with crucial details regarding service events' locations and requirements.

Benefits of Digitizing Field Service Management

Field service management (FSM) facilitates efficient job execution for off-site workers by providing necessary resources and establishing communication channels among office workers, field workers, and customers. Its software also has many benefits. Some of these are:

• FSM software ensures that each party involved in the field service process is connected and informed.

• These tools structure and automate repetitive tasks, minimizing errors and increasing efficiency.

• Off-site workers can adapt to changing circumstances in real time with the help of FSM software.

• In case of unexpected issues, technicians can quickly access knowledge bases and technical support groups for expert advice. 

• FSM applications also improve customer satisfaction by providing information on order scheduling, service requests, work progress, payment, etc.

Key Components of a Digitized FSM System

Field service management software helps businesses organize everything involved in field service tasks. Different types of component solutions are needed to develop this system. They are:

Mobile Field Service Management Software

• Some field service management software provides cloud and mobile capabilities, enabling real-time communications and keeping technicians connected to essential information and support while on the field.

• Field service technicians can take images on their phones and access data from remote assets. They can access company resources from anywhere to diagnose the root causes of consumer issues and help them out.

• Integration of AI and AR capabilities further enhances collaboration and problem-solving processes.

Enterprise Asset Management Software (EAM)

• EAM software assists companies in maintaining and controlling their operational assets and equipment, both on and off-premises.

• Maintenance managers can optimize asset usage, increase productive uptime, and reduce operational costs by centralizing asset information and employing AI-powered remote monitoring and analytics.

Inventory Management System

• An inventory management system aids companies in optimizing their maintenance, repair, and operations (MRO) inventory.

• It provides an accurate, granular view of MRO inventory performance and offers optimized recommendations for inventory and reorder levels for each stocked item.

How to Get Started with Digitizing FSM?

If you are thinking about how to get started with the digitization of field service management, then start with the following steps:

1. Assess your current field service management processes to find areas that can be improved through digitization.

2. Explore different field service management solutions that align with your needs and goals. The three broad ones were explained in the section above.

3. Hire a development company like Cubet Techno Labs, which can help you customize the chosen software to fit your specific requirements and implement it across your organization.

4. Provide comprehensive training to your team members on using the new software effectively.

5. Continuously monitor the performance of the digitized system and make adjustments as needed to optimize efficiency and effectiveness.

Tools to Use for Digitized Field Service Management

To make the whole process easier, you can use tools like Worksitery. This tool handles everything related to FSM for a company, from assigning workers and tracking inventory to managing tasks. You can leverage Worksitery’s following features to automate FSM.

• Onboard employees & access records anytime for easier data access and work allocation. 

• Manage compliance & training of workers for work-specific training and compliance documentation.

• Create and manage worksites, inventory & jobs for skill-based and asset work allocation.

• Get real-time attendance with automated check-in / check-out​ to efficiently track geomapped worksites based on geolocation.

• Manage timesheet, inventory, and job-based time reports for accurate time reports and logs specifically noting overtime and absence.

The Future of Digitized Field Service Management

A wide array of technology-driven trends can be seen replacing FSM's old meticulous and manual efforts. These trends are mainly due to the advancements in mobile technology and knowledge sharing. Some of the future trends include:

1. Assistive Technologies

These tools are developed to assist workers in improving their capabilities and facilitating efficient and effective job performance. For example, smartphones can be equipped with customer information, collaboration features, and industry-specific tools like signal strength detectors. 

Such tools can be further improved using futuristic solutions like augmented reality (AR) glasses, which can provide field workers with valuable information about serviced equipment.

2. Performance Management Tools 

Software systems can also be designed to track individual and group performance. That’s why FSM software helps companies analyze process efficiency, identify issues early, and pinpoint areas for improvement. 

With the advent of mobile technologies, collecting efficiency-focused data in field service management has become more feasible. This allows for better tracking of metrics such as repair times, travel times, and service profitability.

3. Predictive Demand Management

Companies can also anticipate maintenance needs before machine failures using IoT sensors and predictive analytics. 

By collecting and analyzing information on factors like temperature and vibration, such predictive analytics could improve customer satisfaction, reduce downtime, lower repair costs, and enhance overall safety in field service operations.

4. Self-Service Apps

These applications empower customers to resolve simple issues remotely, reducing the need for costly on-site visits. From automated troubleshooting to sophisticated pricing estimate generators, these apps can reduce company costs and boost consumer loyalty.

5. Knowledge Sharing

Technology enables technicians to access the information they need to perform their jobs efficiently, from automated transcripts and real-time collaboration tools to CRM systems tracking customer interactions.

By incorporating cloud-based solutions, they can improve this knowledge sharing easily. This can provide access to data and applications anytime, anywhere. All these workers have to do is be equipped with mobile devices.

6. Back-End Automation

Automation of back-office processes such as scheduling and invoicing streamlines field service operations, reducing errors and enhancing efficiency. Automated notifications and emergency response assignments improve customer communication and service delivery.

Conclusion

The digitization of Field Service Management (FSM) software has become increasingly crucial for businesses across various industries, especially today. Companies in sectors like:

• Telecommunications 

• Healthcare

• Delivery

• Home repairs

• Mining 

Rely heavily on FSM software to streamline their field service operations and enhance customer satisfaction.

By adopting FSM software, companies can stay ahead of their competition and reduce costs and operational risks.

As a leading digital solutions provider, Cubet offers tailored FSM software solutions to meet the specific needs of businesses looking to digitize their field service management operations. 

Take the first step towards digitizing your operations and book a call with us so that we can help you out.