What is Field Service Management Software?Field Service Management Software automates the deployment and tracking of personnel in the field, supports
warranty or service contract / SLA management, and
can provide analytics or decision support to agents in the field. Some
vendors offer solutions tailored specifically to the needs of field service-oriented companies in industries like HVAC,
Apps for Technicians, Dashboards for ManagersField service management application suites present groups of distinct features and capabilities for technicians and their managers. Mobile apps and tools allow servicemen, via a technician portal accessed through mobile applications, to report job progress to their managers, order parts in the field, or draft and present service reports and invoices for customers. Managerial controls might include advanced scheduling and resource allocation options and dispatch features, and workforce optimization features like the capability of matching job need or complexity with technician skill level or certification.
Enterprise IntegrationsFor enterprises, field service management platforms and application suites may integrate with other HR systems (workforce management or time tracking & expense management software), inventory systems (for spare parts ordering), as well as knowledge management systems and self-service customer portals and support systems to reduce or eliminate needless deployments, and the costs of these.
Field Service Management Features & Capabilities
Managerial & Administrative Features
Geolocation: Location tracking of technicians, vehicles, and other resources.
Job Prioritization: Ordering jobs based on importance, SLA.
Skill-Matching: The capability to assign technicians and resources based on their appropriateness for the task (e.g. certification, license, etc.).
Administrator Dashboard: A centralized hub for monitoring resources, job or task progress, control inventory usage and approve orders, with data feeds and visualization for workforce optimization.
Mobile Device Access: While in the field, the software supports access to the technician dashboard via a mobile device or tablet and allows the technician to update managers on job progress.
Customer Data Access: The technician dashboard allows the field tech to view or edit customer data relevant to the job.
Inventory, Part Ordering: The technician portal allows appropriate access to inventory controls and requisition requests.
Arrival Time Communication: An app that allows the technician communicate arrival time or that a job has begun.
Mileage Tracking: Record and report mileage.
Mobile-delivered Safety & Policy Guidance: Field service management apps can also be used to provide policy and safety instructions to fieldtechnicians, or guided walkthroughs for standardized service.
Job-Specific Measurement & Analytics: Some apps support meter-reading, trend reading, and other job specific measurements aids and decision support to help technicians in the field.