Field service operations

use cases across industries

Manufacturing and industrial

A Comprehensive Manufacturers get access to real-time inventory updates

Guide to Field and make informed decisions about production and

scheduling. They manage and track technicians, get

Service Operations
detailed reports to allow manufacturers to forecast
revenue and predict demand.

Engineering
Summary Utility engineers and technicians can access job status,
customer availability, inventory management, and more
1. Introduction
with FSM software.
2. What is a field service operations software?
3. Challenges in field service operations
4. Field service operations use cases across industries Telecom
5. Field service operations software features
Service technicians can use an FSM mobile app to access
6. The future of field service operations
work orders on the go. It helps them complete their tasks,
update real-time job status and improve their productivity.

Introduction Marine industry

With FSM, companies can get real-time supply chain
visibility of their global shipments and ensure service
According to a Gartner report, by 2020 more than 75% of
level agreement (SLA) delivery times by using
field service organizations with over 50 users will deploy
advanced GPS rerouting.
mobile apps that go beyond simplified data collection and
add smart capabilities that empower service technicians. In
fact, latest data shows that 40% of field service
organizations grew by utilizing field service management Utilities
(FSM) software in 2020 and 2021. The utility sector with departments like power, water, and
public transport can use FSM to manage service technicians
almost instantaneously in case of breakdown repairs.
What is a field service operations
software? Healthcare
Pharmacies and pathology laboratories can leverage FSM
Field service management software helps businesses manage system to offer doorstep services like medicine delivery and
executives and technicians that are on the field completing home blood and urine sample collection.
service requests. It helps them streamline work or job orders,
automate scheduling and dispatch, allocate jobs track service
technician productivity, and more. Construction
Having real-time inventory available allows technicians to
complete construction jobs efficiently. FSM software comes
Challenges in field service with an inventory management feature that facilitates
operations smoother service calls, less paperwork, tracking
equipment, and more.

●
●
No visibility on the field technicians
Low first-time fix rate leading to unhappy customers
Services
● Manual job allocation
FSM software streamlines field technician jobs like
● Heavy reliance on paperwork
home or office cleaning, electronic devices
● Higher turnaround time for completing jobs
maintenance and repair, among others.
● Lack of a system to measure service agent productivity
Field service operations
software features
A field service management platform boasts of a range Inventory management
of features that help you efficiently manage technicians With inventory management, technicians can ensure
and tasks based on location. Most of them offer a they have exactly what they need before starting their
dedicated web view for supervisors and a mobile app for service call, resulting in higher first-time fix rates (FTFR)
technicians. Here are some of the key features to look and more satisfied customers. Several systems can
integrate analytics with their inventory software and
out for in FSM software.
create demand forecasts.

Work order management Reports and dashboards

Work order management enables managers and FSM gathers and analyzes high-volume data offering
supervisors to organize, schedule, and manage work valuable insights to improve the efficiency of the
orders for their field technicians. With a work order end-to-end processes. Managers can track individual
management feature, you can easily create and and team productivity that helps to improve the quality
streamline work orders, customer requests, track daily of work, and efficiently manage time and resources. It
orders, and more. It offers a real-time update on job also offers leaderboards for executives to boost
status and monitors SLA compliances. competition, thereby leading to finishing more jobs in a
day.

Intelligent job allocation Scheduling and dispatch

Manual job allocation or using legacy systems can lead Supervisors get complete visibility on the service
to high idle time for technicians or missed opportunities. executive performance, which helps them in
You will be on top of your service requests with FSM scheduling jobs. The system automates your service
software as it auto allocates the right job to the right technicians’ scheduling and dispatch activities to help
technician. It considers vital factors such as skill, reduce costs and cater to higher service requests.
availability, priority, and proximity while allocating a Once jobs are scheduled, executives are automatically
specific job. notified about the type and location of their next job.

Capacity planning Nudges

Some FSM software also offers intelligent The system can be configured to send contextual push
capacity management with auto-calculation for notifications/ nudges to the service technician app that
streamlining incoming orders in real-time. It helps them finish their tasks more efficiently. One of
showcases available slots for field technicians the main aims of nudges is to guide them to focus on
based on their capacity and skill sets. jobs and provide information like upcoming jobs/work
orders, inventory pickup reminders, and job
reschedules, etc.
 Field service modernization: Key takeaways
Field service management can innovate to be a strategic advantage with digitalization.

Reduce waiting time and boost Real-time scalable cloud native

Speed FTFR architecture

Easier booking, preferred time

With Tech as an Enabler

Key Innovation Levers

Convenience slots, and multiple payment Chatbots for scalable touchpoints

options

Streamlined communication & Location intelligence using

Collaboration operational visibility mapping technologies

Focus on customer preferences,

Personalization history, & feedback
ML-based recommendations

Demand forecast, field movement, AI-powered predictive

Analytics and AI & predictive service alerts modelling

Intuitive, human-centric and

Modern UX, multi-device expressive visual hierarchy with
Intuitive UX compatibility, and security clear functionality

The complexity of assets will continue to expand further, and

businesses will need dynamic and fast ways to manage their
field service operations. Businesses will look for simpler ways to
further empower service technicians anytime and anywhere.

The future of field Systems that can offer instant solutions and significant insights
for technicians will take center stage. The focus will be on
leveraging automation, AI/ML engines, and mobile capabilities
service operations to increase their productivity.

A well-equipped field service management software will enhance

your operational efficiency, offer deeper visibility in your field
workforce, and boost customer satisfaction.

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