FSM Software 🔗︎

Many companies that are actively participating in field service today initially get by with simple software solutions for scheduling or fleet management. If the business grows, you will sooner or later be confronted with difficulties. Data is stored in several applications and some of it is even still recorded manually. As a result, effort increases and data timeliness suffers. If a customer’s address changes, it might be corrected in one application, while the old version remains in the other. Offers, invoices and other documents intended for the same customer may then contain different addresses.

Good FSM software enables customer field service to be controlled centrally. Manual processes and individual applications can be largely dispensed with. Data can be processed automatically, mobile and in real time. The bottom line is that effort and costs are reduced and resources are available for other tasks.

According to surveys, the main challenges of many field service companies include a lack of communication, strained resources and insufficiently qualified service technicians. This data held in distributed solutions contributes significantly to these problems. A software solution bringing data together can be very useful here. Work processes can then be handled without interruption and within one user interface. This is one of the reasons why market research institutes expect the FSM market to grow by double-digit percentages over the next few years. There is one thing above all: FSM software brings the data and processes of the individual field service applications under the same roof. It also supports innovative functionality, such as artificial intelligence or the ability to create quotations directly on site.

Front and Back Office are connected 🔗︎

Customer field service traditionally suffers from a lack of data exchange between front and back office. This lack of coordination results in errors and delays. The back office is usually represented by corresponding ERP modules or by specific solutions such as financial accounting software or an enterprise resource planning system. If there is a smooth information flow, productivity increases - this is where FSM software comes into play. A dispatcher can then send more technicians to the customer and the shift supervisor can schedule more skilled workers per shift. Up-to-date and complete information also reduces the fuel consumption of service vehicles, for example, by optimizing delivery routes.

Easier External Management 🔗︎

Order volumes fluctuate, tasks become more specific: Field service companies increasingly depend on external specialists. However, it is not always that easy to quickly integrate external staff into existing business processes. In order for the cooperation to work as smoothly as possible, the work of in-house staff must be well coordinated with that of external staff. A constant overview and good organization are very important in this context. You can ensure this by using a suitable FSM software. Another example would be developing a crowdsourcing platform. This creates a pool containing internal service technicians, specialists from partner companies or independent experts. Artificial intelligence can take on a leading role. For example, if a customer-installed IoT sensor reports a problem that requires a service call, AI algorithms will check which technician is best suited for the task. This technician gets informed by mobile phone and can either accept or decline the job.

Field Operations: Data always at Hand, thanks to Mobile Data Acquisition 🔗︎

Customer field service includes working outside the company. Work locations are often geographically far away. This makes communication - the ability to obtain and communicate necessary information in a timely manner - particularly challenging. That is why mobile data acquisition plays an important role here. Many FSM solutions offer a certain basic functionality to allow accessing necessary, centrally stored data on site at the customer’s premises. Barcodes are particularly useful here. For example, a service technician being at a customer appointment can scan the serial number of a device or a component and thus gets access to related data, information and documents - e.g. instructions or repair and maintenance histories. A sensor installed in a machine at the customer’s can also automatically transmit data to the service company. An alarm signal is then triggered when a certain value range is exceeded or not reached. If the mobile functionality of an FSM software is not sufficient, it can make sense to purchase an independent MDE solution. This provides an additional communication option, making mobile data transmission more reliable and available.

More Success through Self-Service 🔗︎

FSM software makes work more efficient by supporting self-service approaches. The administrative and organizational effort can be significantly reduced. For example, customers can independently book a service appointment online. The software analyzes the request, checks how many technicians are worth considering - for example regarding their qualifications, geographical distance, available means of transport and working hours - and makes suggestions. In addition, service technicians can access required documents such as manuals or maintenance histories during customer assignments - according to previously defined rules. This makes it easier to cooperate with external specialists in particular. If customers can use a service independently and without complications, this often increases satisfaction and loyalty. In practice, for example, hotlines are often being overloaded, leading to dissatisfaction and frustration. A good self-service can often remedy this. Finally, self-service is also becoming increasingly important in order to stand out from the competition.

Innovative Maintenance Approaches are supported 🔗︎

New technologies that are currently taking root in field service include artificial intelligence as well as IoT and predictive maintenance. In this way, production management and operating technicians constantly have access to up-to-date data on their machines and systems. This data is then displayed in a control centre, for example. If relevant data exceeds or falls below defined limits, those responsible can react quickly. Furthermore, the software, which analyzes historical and current data of a machine and compares it with standard values, is able to recognize patterns. This makes it possible to predict how long it can still be operated before failing. This is especially helpful if you are threatened by unexpected breakdowns which could result into high costs. The process industry, which includes the chemical or food industries, for example, is a good example here. Many processing operations may not be interrupted once they have been started. If this happens nevertheless, entire batches become unusable. In these cases, there is particularly high interest in maintenance preventing failures in the best possible way.

FSM Software: Independent or as Part of an ERP/CRM System 🔗︎

A question that should be discussed sooner or later in the decision-making process: Is an independent FSM software better than a module that is tightly integrated into a software system, (in most cases a CRM or ERP solution)? In this context, in-house development might also be considered. For companies that do not use an overarching software system, this question is easier to answer. For companies that are already using an ERP or CRM system or are currently planning to implement one in the foreseeable future there are more options available.

Self-developed FSM Software 🔗︎

In some cases, software for the customer field service can be developed in-house. The extent to which this idea is pursued will probably depend heavily on available resources and individual needs. However, you should expect that the integration and maintenance effort for such software will generally be significantly higher than for commercial, standardized solutions. In addition, the exact requirements for such projects are usually difficult to determine from the outset. If things have to be changed in the middle of the project, the successful completion and go-live can be greatly delayed. Especially if external software developers are involved, there is a risk that the costs will be significantly higher than planned. Moreover, once the employees involved in the development leave the company, the corresponding knowledge will often be irretrievably lost.

Purchased independent FSM Software 🔗︎

FSM software developed by a software vendor, usually with in-depth industry knowledge, has a number of advantages. Such solutions offer extensive functionality. In addition, manufacturers often set their own priorities - e.g. automatic scheduling or functionality for recruiting external specialists. This is why there is often something for everyone. However, if such FSM solutions are to work in connection with other software, integration can be difficult. In the worst case, the various manufacturers or providers will then pass on responsibility and liability to the other.

FSM Software embedded in the Software System 🔗︎

Some ERP and CRM manufacturers embed self-developed solutions for customer field service into their systems. This has the advantage that the FSM software is seamlessly integrated with other system modules. Data can be processed in real time and updates can be imported smoothly. For companies that put emphasis on having basic functions reliably covered, this may be the right option. For more demanding tasks and processes, however, such software often falls short.

FSM Software purchased from the Software System Manufacturer 🔗︎

Some ERP or CRM producers purchase FSM software from third parties. In this case, they try to integrate the solution into their software systems in the best possible way. It might be possible that such solutions - especially in the early days - do not always harmonize smoothly with the rest of the system. On the other hand, the software is often purchased from leading manufacturers in the FSM software market. Also, there is usually a contact person. Microsoft with its ERP software Dynamics 365 Field Service can serve as an example here. Companies already using an ERP or CRM solution should perhaps first look at the FSM offer of the corresponding manufacturer.