Real-Time Multi-Channel Support with Field Service Management
With the rising expectations of customers, tasks related to field service management (FSM) are becoming increasingly complex. To ensure that they are completed to everyone's satisfaction, it is therefore advised to optimise these processes using an FSM system.
Such a software solution can assist in simplifying and automating the planning, management and monitoring of field service activities. This consequently leads to higher efficiency, productivity and customer satisfaction.
Benefits of Automated FSM Processes
Reduced Resource Scheduling Effort
Quick and optimal planning of appointments thanks to clear and comprehensive information on various aspects including customer location, equipment history and availability of field service technicians.
High Customer Service Quality
To maintain an excellent level of customer service, service and field service staff have access to up-to-date customer and equipment information as well as service histories.
Personalised Service and Maximised Productivity
Thanks to mobile applications, technical specialists and field service staff can quickly access relevant information to successfully address customer enquiries.
Identification of Cross-Selling and Upselling Potential
While in direct contact with customers, technical specialists and field service staff can identify and create opportunities and forward them to the sales team.
Increased Flexibility of Service Processes
Keep track of all your data, for example by calculating how much effort would be required to get a particular job done and by determining who has the necessary resources to take it up.
Enhanced Customer Satisfaction
With a user-oriented self-service portal containing an accessible knowledge database, you can reliably address your customers' questions and problems, thereby increasing their satisfaction.
Who Is an FSM System Suitable For?
FSM systems are particularly suited to companies that employ field service staff who carry out repairs, installations and maintenance at customer facilities.
The manufacturing industry, the health sector, the telecommunications industry and facility management as well as energy and utility companies in particular can immensely benefit from the implementation of an FSM system.
However, such a system can also be advantageous for other industries, offering benefits such as more efficient planning, faster problem solving and higher quality standards regarding field service.
When Is an FSM System Required?
The need for an FSM system becomes evident through various challenges faced by a company. These could include the following:
- High Error Rate: If callbacks and repeated service calls occur frequently, an FSM system can be helpful, providing field service staff and field service managers with the necessary tools and information to process orders more effectively and efficiently.
- Lack of Transparency: It can be difficult to keep track of all field service activities. That is why an FSM system provides support in tracking the status of orders, the location of technical specialists and the progress of services in real time.
- Poor Planning: Scheduling service calls and resources manually or with outdated tools can lead to inaccurate planning and excessive workload for field service staff. An FSM system provides intelligent planning features to solve these problems.
- Difficulties in Job Completion: Manual processes come with the risk of errors and delays. To prevent this, an FSM system enables automated workflows for completing jobs.
Synergies Between Digitalisation and FSM
Mobile applications are among the features of an FSM solution and enable maximum mobility of field service staff. By integrating digital tools and technologies, field service can be made more efficient and the coordination of activities can be optimised.
Mobile applications allow for real-time communication, location tracking and effective task management. Moreover, they grant field service staff access to customer data and relevant information to effectively process enquiries.
Optimise Your Field Service Processes with an FSM System If You Face These Challenges
Companies that have complex structures, such as those in the construction, manufacturing or air conditioning industry, are often faced with the following questions:
- Who can take on which jobs where?
- Which tools can be found in which field service vehicle?
- Which field service staff members are currently available?
- Who is the right person for the job ahead?
In addition, machines and systems in operation at customer facilities are expected to perform to a high standard. Regular maintenance, repairs and optimisation as well as fast field service are essential for ensuring constant customer satisfaction. In this context, it is vital to have full access to the required data and a good information flow between all roles and user groups.
We are happy to evaluate the challenges you are facing.
Our FSM Services: Overcoming Challenges Together
- Development of a holistic field service strategy
- Selection and implementation of a suitable system
- Completion of the field service project
- Workshops for requirements elicitation and process analysis
- Migration and preparation of your data
- Set-up of self-service portals
- Map integration for optimal job planning
- Training courses for field service agents in using the system
- Ongoing support and further development
Familiarise Your Employees with the Features of an FSM Solution
Effective training of employees plays a crucial role in the successful implementation of an FSM solution. Professional training courses and workshops are recommended to ensure that your team is familiar with the features and processes of the new software solution.
You can rely on dotSource's experience and expertise as a digital agency – we not only implement the new software solution, but also provide workshops and training courses to prepare your employees for the use of this tool in the best way possible.
dotSource supports you in helping your employees get to grips with the new features quickly, thereby ensuring a smooth transition to more efficient FSM.
Our Strong Partners in the Field of FSM Software
Salesforce Service Cloud
Salesforce Service Cloud is a cloud-based platform that assists companies in optimising their customer service processes. With this tool, customer data is stored and managed in one place to obtain a 360-degree view of customers. Furthermore, Salesforce Service Cloud comes with features that make it possible to efficiently handle and process enquiries.
SAP Service Cloud
To ensure first-class customer service, companies can opt for SAP Service Cloud. This cloud-based customer relationship management (CRM) platform allows all customer data and interactions to be stored in a central database. Additionally, it comes with various self-service options as well as a wide range of tools for managing enquiries, workflows and escalations. The system can also be seamlessly integrated with other SAP solutions, enabling a holistic CRM approach.
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FAQ – Frequently Asked Questions About FSM
What is field service?
Field service refers to services that are provided outside a company's premises, often at customer facilities. These include installations, maintenance and repairs of equipment and systems. Field service activities can be carried out by internal teams or external service providers. In either case, it is essential that field service teams are flexible and adaptable so that they can meet customer needs and specific on-site requirements.
What is field service management (FSM)?
The term »field service management« (FSM) describes the organisation, coordination and monitoring of field service activities, which include installations, maintenance and repairs of equipment and systems outside a company's premises. Field service managers are responsible for keeping an eye on field service resources and coordinating the work of field service staff. This ensures that quality of service is maintained.
Is investing in an FSM system worthwhile?
Yes. This is because the features offered by an FSM solution enable companies to continuously optimise the organisation and planning of their services. Both internal and field service teams receive considerable support in various aspects, ranging from job planning and resource scheduling to actual field service activities. By simplifying time-consuming routine tasks and making processes transparent, companies can save valuable resources.
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