Broadening The Appeal Of Field Service Management Systems

Completing the Workforce Management Eco-System Cycle

This white paper from ClickSoftware discusses field workforce and optimization scheduling technologies and the integration of these technologies into the entire field service process. Organizations have gained considerable awards from efficiencies and service cost reductions over time with the implementation of field workforce and optimizations scheduling technologies. However, organizations have largely ignored their contractors when implementing these services.

Subcontractors are generally unwilling to implement workforce optimization and scheduling solutions, seeing little benefit in paying for solutions when they return little benefit to them individually. A co-operative approach must be taken by subcontractors and clients, creating well-considered service-level agreements. This allows them to fully benefit from the cost reduction and efficiency improvements provided by field management solutions.

An end-to-end field service management solution has many elements. According to Gartner* it should have these fundamental components:

• Field technician management (skills, plan board, assignment and route optimization)
• Entitlements and contract management
• Product and pricing configuration
• Case-based reasoning/knowledge management
• Project management software
• Reporting and service analytics
• Bill/invoice preparation
• Field parts, tools and materials/parts management (essentially, a field SCM system)
• Intelligent-device management and fleet management
• Depot repair
• A service integration framework or platform
• For those companies using field service

Download this white paper below to read more.