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Improving your customer experience has a direct positive effect on customer lifetime value and revenue. A field service management system not only increases the accuracy of scheduling and dispatching but also streamlines the processing of quotes and work orders between the technician and the home office.

To request a part from the warehouse, the technician would need to call in. If they finished a job early, coordinating an early arrival to the next job was tedious and time consuming.

Technicians also had to check in to the office every morning and afternoon to pick up work orders and file paperwork, no matter the location of the job site. All of this back and forth resulted in increased wait times for customers, higher vehicle maintenance costs, and a higher likelihood of human error. Reducing any of these problems could result in increased customer satisfaction.

Modern field service management provides seamless technician-to-office communication through mobile apps that manage electronic work orders, automated dispatch, and streamlined scheduling. These apps also provide real-time updates to inventory management systems where technicians can request parts instead of racing to the warehouse.

Streamlining the clerical processes both in the field and at the office, frees technicians to give timely and helpful service with minimal delays and increased customer satisfaction. Inventory management tools have come a long way from spreadsheets and physical stock counts at 3 am. Using barcodes, scanners, RFID tags , and Internet of Things IoT -connected devices, companies keep better track of their material assets and run leaner warehouses.

Inventory management features within an FSM software give field service companies the freedom to reduce warehouse stores. Field service management can provide essential data on the parts that need to be restocked most often, those that sit idle on the shelves, and those that are constantly under order.

These data points reduce inventory and warehouse costs through more informed ordering. Because they receive notifications of potential issues, the company can repair or replace parts before they break, rather than wait until the machine has an emergency.

These innovations drive the move from emergency repair to just-in-time maintenance across the service industry. Customers no longer have to wait in a sweltering office with a broken HVAC system or reschedule a much-needed medical procedure because of mechanical failure.

The service companies can also increase profit margins and increase monthly recurring revenue through preventative maintenance subscription plans. Work orders have been both the lifeblood and stumbling block for service companies since their early days.

Work orders communicate job details and invoicing between technicians, office workers, and customers, but as with most paper filing systems, they are notoriously unreliable. Without a highly organized filing system, work orders quickly stack up, get lost, or go unfulfilled. Work order software is itself a subset of enterprise resource planning ERP software that allows users to create, assign, and track maintenance work orders across an organization.

Many field service management solutions also include work order management features. FSM software solves many of the problems companies encounter with paper work orders by digitizing the whole system.

Office and technical staff can easily make new work orders and quickly search existing digital work orders. Automation further eases the work order process by sending completed work orders directly to invoicing or the customer when completed, and a few clicks of a button can assign the right technicians to the right job. Digital work orders not only remove a lot of the office desk clutter, they also streamline work for technicians and office crew. Automatic transfers send a work order to a technician on the go without needing to physically check in at the office, and upon completion of the job, the technician can move directly to the next assignment without stopping off to drop off paperwork.

You can thank advanced field service management software tools that let dispatchers see technician locations and coordinate scheduling more accurately than ever before. Workers in the field can move more quickly between more jobs while still increasing the accuracy of service. Field service companies reap these rewards in higher customer satisfaction, more technician time on the job, and more jobs completed per day.

Field service companies need optimal vehicle maintenance, repair, and route optimization to ensure on-time delivery of services. Some companies choose a fleet management software solution to alleviate this pain point, but a good FSM software will include features that address all of these issues as well. In order to keep company service vehicles in working order, the office can schedule preventative maintenance like oil changes and tire rotations in the FSM.

The office can then plan for the temporary absence of a vehicle to align with the larger service schedule rather than scramble to cover jobs when vehicles go to the shop. As an added bonus, field service management that includes route optimization features can quickly plan the best route for daily service or readjust for one-off needs due to repairs and maintenance. Route optimization also saves the company on gas and unnecessary time in traffic by mapping out the best route between jobs.

Field service management software is built for teams that spend the majority of their time outside of the main office, warehouse, or manufacturing plant. But other than mobile capabilities, why should you choose a field service management software over other options? Although not necessarily the case, field service software costs less to implement and maintain than an enterprise resource planning system ERP.

FSM and ERP tools both combine CRM, time clock, payroll, inventory, and even marketing tools into one convenient interface, but industry-specific features set them apart. Field service management software includes features specifically suited to field service companies. Most FSM software includes a mobile app for technicians and their managers to use in the field, while most ERP systems require a browser or desktop app to interface with the software.

FSM solutions may also include GPS tracking, geofencing , and route mapping to help field service companies track their technicians. Inventory and supply chain features are more robust for many ERP systems, where they are less fully-featured for FSM systems. While a field service management system will often include client or customer management tools, these systems are built for very different purposes.

CRMs can be highly complex databases that track all sorts of interactions on websites, emails, text messages, and even phone calls and can differentiate between leads, prospects, current customers, and former customers.

Compare this with FSM software, which manages contacts within the context of the services the company performs for them. While many FSM tools include lead management and sales features, they traditionally manage current customer interactions. Thankfully, many field service management tools integrate with CRM software to ensure a seamless movement from lead to customer.

By identifying pain points at the outset, you can decide which features are non-negotiable for your FSM system. Vetting vendors is a difficult process, and many solutions begin to blur together when evaluating options. In order to determine your budget for FSM, you must understand the possible pricing models. Cost can depend on a variety of factors, including:. However, pricing could be higher for extended franchises, enterprises, and businesses with complex processes that require customized systems.

Businesses looking to only automate dispatch may encounter lower subscription costs. Software can be deployed on-premise, hosted through a web browser as software-as-a-service SaaS , or a hybrid of the two.

With cheap and widely available mobile technology and increased demand for affordable technology solutions for small businesses, SaaS adoption has risen. SaaS solutions are not only attractive to SMBs looking for their first system. They also tempt enterprises ready to upgrade their existing methods. Data access, customizations, long term total cost of ownership, and the need to integrate with existing software—like CRM or HR systems—can help determine which deployment option works best for your business.

From supporting logistics to completing paperwork faster, mobile apps and devices are now an expected tool, and FSM companies have started using mobility to:. Though most FSM vendors offer some degree of mobile access, many companies are investing in more advanced systems that offer offline access, geolocation, image upload, connected work orders, and mobile payments.

Based on a system of triggers and actions, automation helps businesses get more done faster because it reduces the need for humans to perform manual actions.

When a technician completes a work order on-site or a customer signs off on a quote, the documentation gets entered automatically into the general ledger for processing. Automation is more than just sending the right paperwork to the right hands.

We now see more complex automated systems in field service management solutions that combine technician mapping, mobile work order apps, and automated task management that can move technicians between jobs and assignments at optimized rates throughout the day, rather than relying on human dispatchers to coordinate each task.

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