What do all of the examples above have in common? They all deal with managing multiple actions and individuals simultaneously, while pursuing ongoing improvements and maintenance. This is field service management at its most effective.
The Advantages of Field Service Management
With its many features, a field service management system can offer a company a variety of immediate and long term benefits, such as an improved customer experience, quicker reaction times, and time and resource savings.
There are a number of common field service mistakes that could easily influence your company’s productivity and effectiveness, such as showing up inadequately prepared or employing ineffective communication methods. FSM software can help you avoid some of the most common pitfalls and support you in the field to get your service team operating at their very best.
EXAMPLES OF THE BENEFITS OF FSM
1. Access Information and React in Real Time:
With FSM, Internet of Things connected devices can report issues as soon as they arise, field service managers can update and dispatch representatives directly on their mobile devices, and operational field data can be captured, uploaded and, analysed as it’s being gathered.
2. Increased First-Time Fix Rates:
First-call resolution is among the most prized KPIs when it comes to field service success. Unfortunately, it’s not always achieved, and representatives have to return multiple times to resolve an issue.
With the right field service software, workers can gain immediate access to a variety of tools and resources to help assess a situation, be put in direct contact with in-house experts, and retrieve advanced diagnostic information and other resources to help them arrive better prepared to resolve a problem at the first attempt.
3. Create a Connected Customer Experience:
As the business landscape changes to meet modern needs, it quickly becomes clear that creating a top-notch customer experience is a priority in any successful business plan. With streamlined processes, increased connectivity, and greater access to data, an FSM system can help you provide proactive service that is efficient and effective.
4. Lighten the Load with Automated Processes:
Field services require a substantial amount of potentially time-consuming administrative work. Field service software can save you time by automating a wide range of tasks, such as scheduling, sending out reminders, invoicing, and issuing work orders.
This will free up managers and employees in the field to focus on the task at hand, reduce the opportunity for human error, and help keep everything organised.
5. Maximise Efficiency to Save Time and Money:
As mentioned above, Time Warner used FSM to provide employees with access to tools and information in the field. Having everything they need at their fingertips has enabled them to work faster and more efficiently.
With the ability to gather, analyse, and access data, dispatch workers, automate tasks, streamline processes, and cut down on repeat visits, FSM can save companies substantial time and money.
