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What is Field Service Management?

Field service management (FSM) encompasses the entire workflow of managing your remote workforce – everything from creating job sheets and assigning technicians to tracking progress and ensuring successful on-site service completion.

In the road industry, field service managers will organise projects dealing with road maintenance, such as pothole repair. They schedule a crew, dispatch them with the correct information for the job, and ensure they have the right equipment and expertise in the team to get the job completed. This translates to quicker response times and a more efficient operation.

Why is Field Service Management Important?

Field service management is crucial because it ensures that businesses can deliver services directly to customers efficiently and effectively. This management encompasses a wide range of industries, from in-home appliance repairs to complex machinery installations in factories. Examples of field service management include:

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Healthcare

Scheduling and dispatching nurses, therapists, and other healthcare professionals to provide timely in-home care for patients.

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Telecommunications

Organising the installation and repair of cabling infrastructure.

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Utilities

Coordinating the maintenance and repair of power grids, water lines, and other essential infrastructure.

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Manufacturing

Maintaining production efficiency through preventative maintenance and prompt repair of machinery and equipment.

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Construction

Ensuring quality control by verifying material specifications and coordinating inspections.

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Traffic management

Dispatching crews for emergency jobs and ensuring that sites are cleared once the job is finished to prevent fines. MyMobileWorkers was built specifically for the road industry by industry experts.

Without a skilled field service workforce and an effective field service operative managing this workforce, these essential services wouldn't reach customers. 

This is where field service management software becomes indispensable. It is the critical system that field service managers use to organise and optimise their field service technicians, ensuring efficient and reliable service delivery.

The Problem with Manual Management:

Traditionally, field service management was a juggling act of paper schedules, endless phone calls, and limited data. Incomplete information, scheduling mishaps, and communication gaps plagued operations. FSM software cuts through the chaos with the power of digital connectivity.

What is Field Service Management Software?

Essentially, field service management software provides businesses with the digital tools they need to modernise their field operations and work more efficiently.

Forget mountains of paperwork, endless phone calls, and outdated information. Field service management software is a game-changer for businesses that rely on technicians working on-site. This software eliminates paper schedules with a user-friendly cloud-based system. Essential job information is readily accessible through a mobile app, complex forms can be easily completed digitally, instantly saved, and shared with colleagues using smartphones or handheld devices.

The Benefits of FSM Software

Now that you understand the power of field service software, let's explore the specific benefits it offers:

Boosted Efficiency: Field service management software provides instant access to job information and facilitates seamless information sharing, streamlining workflows and reducing processing times. With tools that allow you to see the current location of operatives, view holidays and pre-planned jobs, as well as the qualifications and resources needed for future jobs, resource planning also becomes simple. MyMobileWorkers offers comprehensive planning tools that enhance operational efficiency.

Quicker Payments & Savings: Accurate invoicing based on real-time data helps businesses get paid quicker. Additionally, field service management software aids in reducing fines by providing proof of completion times and adherence to safety policies, making it easier to dispute fines.

Enhanced Customer Satisfaction: FSM software provides full transparency to clients with real-time updates, keeping them informed throughout the service process. Features like our customer portal allow clients to stay updated with job progress, provide feedback on job quality, and access invoices instantly, further enhancing the customer experience.

Improved Safety Compliance: Real-time checks, alerts, and policy notifications ensure that technicians adhere to safety protocols. This is particularly crucial in industries like highways and traffic management, where enforcing a process can prevent accidents and help negate potential fines from governing bodies such as the Health and Safety Executive (HSE).

MyMobileWorkers fully customisable workflows can enforce vehicle checks, Risk Assessment Method Statements (RAMS), and Point of Work Risk Assessments (POWRAs) to maintain high safety standards.

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Ready to see how FSM software can transform your business?

Explore real-world examples of how companies have leveraged FSM software to achieve remarkable results. Read our case studies to discover the power of FSM in action!

Case Studies

Features to Look for in Field Service Management Software

While the specific features you need will depend on your industry and business size, here's a look at some of the most common features offered by FSM software:

  • Smart Scheduling and Dispatching: Efficiently allocate jobs to the right technicians based on their location, skills, and availability, ensuring optimal use of resources and timely service delivery.
  • Mobile Apps: Equip technicians with mobile apps for work orders, clear communication channels, and access to crucial data – all on the go.
  • Quality Control: Maintain high standards of service by implementing checks and workflows that ensure tasks are completed correctly and meet required specifications.
  • Client Invoicing: Automate the invoicing process by generating invoices directly from completed work orders. This streamlines billing and ensures faster payments.
  • Integration Capabilities: Integrate your FSM software with other business systems like accounting software like Sage or Netsuite or CRM software for a more unified workflow.
  • Reporting and Analytics: Gain valuable insights into technician performance, customer satisfaction, and resource allocation to make data-driven decisions.

MyMobileWorkers offers proprietary features such as lone worker alerts and near miss reporting to enhance safety and compliance. Lone worker alerts ensure the safety of employees working alone by providing real-time monitoring and emergency notifications. Near miss reporting allows technicians to log incidents that almost caused harm, helping to identify and mitigate potential hazards, thereby preventing future accidents.

Implementing FSM: A Quick Guide

Here's a fast track:

  • Know Your Needs: Analyse current operations, identify pain points (scheduling, communication, data), and consider your budget & industry.
  • Software Selection: Research FSM providers and prioritise features that address your needs (mobile apps, work orders, reporting).
  • Appoint Team Leaders: Prepare your team for the new system with clear communication and training
  • Data & Systems: Migrate data & integrate FSM with existing software (accounting, CRM) for a unified workflow.
  • Launch: Pilot with a small group, refine, then launch & offer ongoing support.

Bonus Tip: Leverage your FSM provider's expertise. Many providers (including us) offer implementation support! Our team can create custom workflows based on your existing processes and get you up and running in just 8 weeks. We'll work closely with you throughout the process to ensure our software meets your specific operational needs.

The Future of Field Service

A Booming Market

The UK field service management market is booming, reaching £199 million in 2023 and is expected to hit £778 million by 2032, driven by automation and digitalisation. Businesses are increasingly recognising the benefits of leveraging technology & software to streamline operations and optimise field service workflows.*

AI in Field Service Management 

How is artificial intelligence used in field service management? 

My Mobile Workers prioritises a user-friendly platform at the moment. While AI and machine learning aren't currently implemented, the future holds exciting possibilities for optimising dispatch and resource planning through these technologies.

Field service management software is the key to unlocking a new era of efficiency and customer satisfaction in your field service operations. By automating tasks, streamlining workflows, and providing valuable data-driven insights, FSM empowers businesses to deliver exceptional service while maximising their resources.

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MyMobileWorkers solves field service challenges

Discover how MyMobileWorkers solves common field service challenges. Learn more about our industry-leading software & features!

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FAQs

What is CRM in Field Service Management?

CRM stands for Customer Relationship Management. When integrated with FSM software, it creates a unified view of your customer interactions.

What is cloud-based field service management software?
Cloud-based FSM software is hosted online and accessible from anywhere with an internet connection.
How much does FSM software cost?
The cost of FSM software varies depending on the features you need, the size of your business, and the number of users. Book a demo with our sales team today to discuss your needs and receive a free customised quote.