Field Service Management Software Overview
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,
plumbing, etc.
Apps for Technicians, Dashboards for Managers
Field 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 Integrations
For 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.
Technician Portal
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.
