Field service management
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Field Service Management (FSM), also known as Field Force Automation (FFA), is an attempt to optimize processes and information needed by companies who send technicians or staff "into the field" (or out of the office.) Optimization is difficult, since it involves scheduling and dispatching multiple technicians to different locations daily, while minimizing cost and maintaining good customer service. FSM most commonly refers to companies who need to manage installs, service or repairs of systems or equipment. Industries include: Break and Fix, HVAC, Network Installations, Security Systems, Construction Contractors, Medical Equipment
Field Service Management involves a combination of some or all of the following: CRM applications, work order management, dispatch, wireless technology, and historical customer service data. Field service software combines many of these functions into one unified solution. The software may also utilize databases containing details on customer premise equipment, access requirements, and parts inventory. Many Field Service Management solutions integrate with other software such as accounting programs like QuickBooks, MYOB, Pronto, Dispara, etc.
Field service management creates a mobile system that connects the field worker with the backend. In turn, this type of software improves field worker productivity, enhances customer service, automates paper processes, assists with regulatory compliance, reduces human error, inventory turnover etc.
Field Service Management Software is often referred to as:
- Service Management Software
- CMMS Computerized Maintenance Management System
- Work Order Software
- Service Order Software
- Scheduling or Dispatch Software
- Expanded CRM
- Mini ERP
- Workforce management
See also
- Computer-assisted dispatch
- CMMS
- Workforce management
- Strategic Service Management
- Service Management