The Field Service Technology Stack can be divided into three layers: customer-facing, productivity, and infrastructure. Here are just some of the capabilities we recommend for a comprehensive field services management platform:
Customer-Facing: Consumption monitoring and analytics, contract management, and self-service customer portals.
Productivity: Spare parts logistics, mobility and video functionality, and knowledge management.
Infrastructure: CRM/incident management, installed base/asset/device management, IoT capabilities.
In today’s dynamic business environment, competition is stiffer and customer expectations are higher. Field service operations have to be nimble so your workers can provide outstanding service at a moment’s notice and your customers know exactly what to expect from employees in the field.
A successful field service operation should be:
Mobile-first. Deskless workers should be able to accomplish their tasks without jumping through hoops. Make sure your FSM tools are accessible (and compatible) with the tools your employees use in the field, including their own mobile devices.
Integrated with other systems. Whatever your FSM solution, it should work seamlessly with the other systems you use. Make sure your field service operation works in tandem with your CRM, HR system of record, IT system, payroll software, etc.
Proactively capturing data. Back in the day, administrators were in the dark until field workers came back at the end of the day with a stack of signed paperwork. A modern FSM system should help you share data back and forth in real-time so your back office is always equipped with up-to-the-minute information.
Successful field service management looks different for different industries and business models. Some components of FSM, such as tracking the location of company equipment, are critical for certain organizations but are a lower priority for others. Meet with your stakeholders—both internal and external—to determine your company’s priorities and make sure your FSM solution has the tools you need most.
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