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 intelligent scheduling and dispatching of 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 is a relatively new profession. By most accounts, field service, as we know it today, did not exist before World War II."[1]
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.
"In the typical mobile field service scenario, the customer contacts the call center. A call center representative enters a work order. Once the work order is processed, the job notes, billing, and parts information from the order are automatically updated in the systems dispatch and accounting applications. This information is then sent to the relevant field technician's handheld PC, and the technician performs the work. In the case of a problem, the technician can use the handheld device to communicate with the dispatch center directly. The dispatchers thus have real-time, accurate status information about any technician or work order."[2]
References
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