Field Service Management enables the organization of field operations of mobile workers and simplifies the exchange of information between stakeholders: customers, coordinators of field operations, field workers and managers.

Field Service Management concerns all companies whose workers have to visit customers to carry out operations like maintenance, repair, installation, sampling and diagnostic. For example, preventive maintenance on industrial machine, maintenance on energy distribution networks, maintenance on telecommunications networks, repair on HVAC equipment, cleaning and healthcare services.

From paper to dematerialized roadmaps with FSM software

Technicians are now specialized and evolve in an increasingly connected environment. That’s why, the management of field services with paper documents is over. This traditional method, which is particularly energy-consuming and causes many errors, is no longer profitable. Consequently, professionals specializing in Field Service Management must dematerialize daily routes and digitalize their activity. Thanks to the adoption of this new approach, businesses are saving on paper costs and making easier the search for documents which are necessary for carrying out operations. All of these documents are saved and accessible from a single place.

To improve the organization of their daily work, software publishers have developed Field Service Management solutions. The FSM software makes it possible to optimize the planning time of operations and travel miles to quickly meet customer expectations, and of course ensure better profitability.

• Smartly schedule operations taking into consideration factors like availability, working hours, breaks, skills and certifications of field workers ;
• Determine schedules to balance the workload between the field operators ;
• Optimize daily routes to improve the productivity of field workers and the profitability of business ;
• Automate the dispatch of daily routes and track workers in real-time ;
• Locate the field operators using a geolocation system to easily assign emergency operations to workers located near the site and having the required skills ;
• Dematerialize the reporting of field data and automate the creation of field service reports.

What are the benefits of digitalizing operations and using FSM software?

• Boost the team productivity up to 35% ;
• Improve the First Time Fix Rate (FTFR) ;
• Reduce operational costs up to 35% ;
• Limit planning time up to several hours per day ;
• Improve visibility of operations ;
• Limit polluting emissions ;
• Reduce response time ;
• Ensure carrying out of operations in compliance with the contract ;
• Enhance the customer satisfaction ;
• Improve the communication between the coordinators of operations and field workers ;
• Improve working conditions of field operators.
  

How to stand out thanks to new technologies and artificial intelligence?

New technologies and artificial intelligence continue to transform the organization of businesses in many areas, especially for Field Service Management. The coordinators no longer spend several minutes, or even several hours, manually browsing the schedules to find an available field worker with the skills necessary to carry out a maintenance, control or repair operation. This approach is no longer topical.

New technologies are now supporting businesses in their daily management. For example, the coordinators can quickly suggest an appointment to customers thanks to the automated management of factors, such as availability, working hours, skills and certifications of field workers. In addition, new technologies eliminate the conundrum of assigning emergencies to field workers and technicians while they are already on the road. Following an emergency call, the coordinators can determine the best field worker to complete an operations in a few clicks, depending on the location and skills. Then, daily schedules are automatically updated and the field worker receives an alert.

The IoT is transforming the organization of Field Service Management

Since the 2010s, the number of objects connected to the Internet has continued to increase. The Internet of Things, or IoT, allows goods to communicate with each other and with individuals. Today, the IoT is transforming many areas, especially the mobility and Field Service Management. For these fields, the artificial intelligence is now playing a major role in the organization of activity.

Before the development of the Internet of Things, your washing machine could break down without being alerted beforehand. It’s no longer happening. The equipment is now connected and sensors monitor the good working order remotely. Thus, the reporting of data makes it possible to quickly identify the risk of equipment’s breakdown and take action. Coordinators can schedule maintenance operations beforehand to avoid breakdown. This new technology should ultimately contribute to the reduction of equipment downtime and therefore limit emergency operations.

Improve the First Time Fix Rate (FTFR)

The development of solutions for Field Service Management enables businesses to save time and limit operational costs by avoiding unnecessary return trips.

The artificial intelligence helps to improve the First Time Fix Rate. FSM software takes into consideration many factors during the planning of operations, such as availability, working hours, breaks, skills and certifications, preferred agents, workload or even location.

The FSM software also makes it possible to respond to a growing demand with the current workforce thanks to an increase in the number of daily operations carried out by each field worker. The tools enable the creation of optimal routes in a few minutes ensuring a decrease in time spent by the field operator in his vehicle to get to the address of his next operation. Consequently, waiting time is reduced and the field workers spend more time with their customers and provide them better service.

Improve the productivity of technicians

Thanks to the artificial intelligence, the efficiency of technicians and field workers is also better. They can access all the information about customers necessary to carry out operations directly from their smartphone. The carrying out of some operations present risks for field workers, such as injury, fall, burn and more. Having this information in the mobile application beforehand allows workers to complete on-site operations safely.

In addition, these new technologies improve communication between field workers and the coordinators of operations. The reporting of field data is automated. For example, customers can directly confirm and sign the completion of the operations from the mobile application.

Why use a mobile application connected to the interface and accessible on smartphone and tablet?

• Get daily routes ;
• Get all the information about customers and operations ;
• Send notifications and communicate with customers ;
• Track field workers in real-time ;
• Ensure the updating of schedules ;
• Automate the collection of customer signature ;
• Dematerialize the reporting of data (comments, photos, etc.) ;
• Connect the mobile app to label printer ;
• Get specific documents.
  

What are the benefits of using a mobile application?

• Improve the working conditions of field workers ;
• Spend less time in the vehicles and more time with customers ;
• Improve the security of field workers thanks to feasible routes.

Improve the quality of services with FSM software

In a competitive environment, professionals must focus on the customer experience to remain competitive. That’s why, there are software helping companies specializing in Field Service Management to offer personalized services. For exemple, customers can define preferential time slot or request a specific technician. Furthermore, the sending of notifications keeps customers updated during the process.

To conclude, companies specializing in Field Service Management and attaching importance to new technologies and artificial intelligence will stand out from the competition thanks to a better customer experience.